Talkdesk Autopilot

Spectrum 0.2 beta · Public tier · read 2026-11-10 · not reviewed by its vendor yet

Customer-facing AI agent that resolves requests and completes tasks across voice, digital and email channels, handing over to a human agent when needed.

What each level rests on

This card rates a product as its vendor documents it, not anyone's deployment of it. A feature the operator has to turn on counts, and is marked as available. Levels are computed from the evidence below by published rules. A dimension with no evidence reads "not yet evidenced".

Autonomy: level 4, Orchestrates

What does the agent do on its own? Runs multi-step workflows across systems or coordinates other agents; a person sets goals and reviews outcomes. This level holds with: Ops center. As shipped, with nothing turned on, it is level 3, Acts.

• I10 It works across several domains or systems. Autopilot for email executes tasks such as processing refunds, re-routing shipments and managing appointments through integrations with CRM and ERP systems. "By integrating with your CRM and ERP, Autopilot executes tasks" Source (read, documented, captured 2026-11-10T15:45Z, sha256 9b4949c9627ce1ff) · π Moderate · S1·R5·A1 ×3
• I19 The agent has full autonomy within boundaries; the person monitors. Under the page heading Resolve requests autonomously with Talkdesk Autopilot, the page says that with CXA Operations Center people monitor live interactions, inspect execution behavior and enforce guardrails. "Monitor live interactions, inspect execution behavior, and enforce guardrails" Source (read, documented, available, captured 2026-11-10T15:45Z, sha256 dfa1cc79d013e60b) · π Moderate · S1·R5·A1 ×3

This evidence touches 7 provisions: Salesforce, Microsoft, EAAMM.

Reach: level 2, Integrated

How connected is it? Documented connectors to common tools.

• I10 It works across several domains or systems. Autopilot for email executes tasks such as processing refunds, re-routing shipments and managing appointments through integrations with CRM and ERP systems. "By integrating with your CRM and ERP, Autopilot executes tasks" Source (read, documented, captured 2026-11-10T15:45Z, sha256 9b4949c9627ce1ff) · π Moderate · S1·R5·A1 ×3
• I11 It connects to external tools or services across a trust boundary. Talkdesk states that its AI agents use MCP to call external tools and services of third parties. "securely discover, invoke, and exchange information with external tools and services" Source (read, documented, captured 2026-11-10T15:45Z, sha256 92ef8eab59b76e44) · π Moderate · S1·R5·A1 ×3

This evidence touches 8 provisions: Salesforce, Microsoft, OWASP, NIST AI RMF.

Next unlock: level 4, Ecosystem. Public evidence that agents operate across organisational boundaries or disparate stacks; and that others build on it: third parties publish integrations, skills or agents for it.

Control: level 1, Stated

Can people stay in command? Documents say how people approve, override or stop it.

• I47 A limit on it is a rule in prose. The press release gives a sample natural-language setup prompt for an AI agent that includes a rule to escalate to a live agent on a medical emergency. "Escalate to a live agent if the customer mentions a medical emergency" Source (read, documented, captured 2026-11-10T15:45Z, sha256 132281985eaabae7) · π Moderate · S1·R5·A1 ×3

This evidence touches 1 provision: OWASP.

Next unlock: level 2, Configurable. Public evidence that high-impact actions need a person's approval; and that what it can reach is enumerated: scopes, permissions, tools.

Openness: level 1, Disclosed

Does it show its work? Says what it is for, and that it is AI, what its limits are or what data it uses.

• I20 Its purpose and permitted tasks are stated in writing. The product page states what Autopilot is for: resolving customer requests and completing tasks across channels. "agentic AI that resolves customer requests and completes tasks across voice and digital channels" Source (read, documented, captured 2026-11-10T15:45Z, sha256 dfa1cc79d013e60b) · π Moderate · S1·R5·A1 ×3
• I58 The data it uses is described. The product page names Talkdesk Data Cloud as the data AI Agents use to understand interaction history, intent and sentiment. "Leverage the Talkdesk Data Cloud so AI Agents understand history, intent, and sentiment" Source (read, documented, captured 2026-11-10T15:45Z, sha256 dfa1cc79d013e60b) · π Moderate · S1·R5·A1 ×3

This evidence touches 9 provisions: NIST AI RMF, EU AI Act, AAGMM, EAAMM, Salesforce.

Next unlock: level 2, Documented. Public evidence that its limits and known failure cases are documented for those who use it.

How far to trust this card

Status: Draft. Draft means the facts were found in public pages and reviewed by agents. The company has not confirmed them and no customer has gone on record. FACT-Ray says how far each fact can be trusted: who says it (Source), how firmly it is recorded (Record) and who stands behind it (Accountability). It never changes a level.

• The facts: 12 facts: 12 π Moderate. Each is written beside its evidence above.
• The chain: found by an agent, captured and hashed, checked by 2 other agents (same model family, shared repository); no human has signed it.
• Who: produced by gamma.studio@web-summit.dinis; checked by gamma.review@web-summit.dinis and gamma.approve@web-summit.dinis. The actors.
• What would raise it: the company's own file at /.well-known/fact-ray.json (Source 2), a customer's statement of use (Source 3), or a named person signing the card (how).

The standards constellation

One piece of public evidence can speak to several frameworks at once. "Touched" never means "complies". The share is of the provisions that can be read from outside.

The 47 provisions lit

Each line item, with the facts that reach it. "Evidenced" is a link of the kind same: the fact is what the provision asks. "Partly" is a link of the kind part: the fact is one piece of it. "Its absence" points the other way. Each provision has its own page with its text and its place in the source.

Upper layers

The public card is the front door. The same evidence, read with the governance rules, is this agent's GAMMA-Ray rating: freedom, governance, the level held, the grant and a work order. That layer is written for an operator.

The vault

Every source behind this card was captured and hashed into a public sgit vault (2y7brc8i): captures.json lists each URL with the SHA-256 of what was fetched and when. Read key:

sgit_public_read_3d0b44fafd298169b107547dca711422049fe47f11a1f3d00f99b74f7377f6e7:2y7brc8i

With sgit: sgit clone sgit_public_read_3d0b44fafd298169b107547dca711422049fe47f11a1f3d00f99b74f7377f6e7:2y7brc8i.