Johns Hopkins Health System Selects Talkdesk for Contact Center Enhancement

Deployment of Talkdesk Healthcare Experience Cloud will offer artificial intelligence-powered self-service, intelligent routing, and Epic integration for coordinated service delivery

Talkdesk, Inc. announced that Johns Hopkins Health System has selected the Talkdesk Healthcare Experience Cloud to modernize its contact center operations as part of a broader technology initiative. The implementation will leverage the Talkdesk Customer Experience Automation (CXA) platform to streamline interactions, enhance service delivery, and support multi-channel patient communications.

“Talkdesk Healthcare Experience Cloud is purpose-built for healthcare and designed to help organizations improve operational efficiency and service quality,” said Tiago Paiva, chief executive officer and founder of Talkdesk.

The Talkdesk Healthcare Experience Cloud will provide Johns Hopkins Health System with artificial intelligence (AI)-powered self-service, intelligent routing, and omnichannel engagement capabilities. The platform will securely integrate with and embed agent tools within Epic, the organization’s electronic health record (EHR) system. Talkdesk participates in Epic’s Workshop co-development program, enabling close alignment between contact center workflows and electronic health record functionality.

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Talkdesk is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle.

At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.

Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace.

Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk.

Talkdesk is a registered trademark of Talkdesk, Inc. Epic is a registered trademark of Epic Systems Corporation. All product and company names are trademarks or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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