Deepdesk have introduced an AI approach that travels across systems to retrieve data.
This approach enables enterprises to access information instantly across various environments, providing their agents with automated, complex responses.
Deepdesk was previously recognized for its approach at the Microsoft Hackathon Awards in September, winning the highest score among CX vendors in the category ‘Ready to Scale’, strengthening its relationship with Microsoft.
The Platform-Agnostic AI Approach
Platform-agnostic AI is an approach that enables AI to operate independently from a platform without the need to rebuild or redesign itself.
And whilst traditional AI models are typically linked to a single system, Platform-agnostic AI can run seamlessly across different CX platforms whilst maintaining consistency and independence from a single vendor.
This means that enterprises can function flexibly across multiple environments, such as Microsoft or Salesforce systems.
In 2024, Deepdesk was acquired by CX provider AnywhereNow to advance its product suite with Deepdesk’s AI assistant tool.
In conversation with CX Today, Jonathan Quayle, Product Evangelist at AnywhereNow, explained how this approach can operate smoothly across different environments.
He said, “Platform-agnostic AI means organizations don’t need to rebuild or replace their existing CX infrastructure to benefit from intelligent automation.
“Instead, it integrates with the existing CX stack – whether that’s Genesys, Salesforce, or a proprietary system – with the AI capabilities, such as Microsoft Copilot, layered on top of it.”
The Benefits
This AI layer approach aligns with hybrid AI models, enabling humans and agents to coexist within the same system without replacing one another.
It enables the AI to support repetitive tasks such as research, response suggestions, summarizing, and automating workflows, while humans remain in the driver’s seat for customer interactions.
Qualye continues: “Achieving this involves decoupling the AI logic from the underlying architecture, which allows us to orchestrate agent assistance, knowledge retrieval, and automation across environments.
“This approach allows for consistent performance and context retention, regardless of the platform. It also means organizations retain control over their tech stack, avoiding lock-in and enabling flexibility as their needs evolve.”
Furthermore, this approach can maintain independence whilst also retaining knowledge and context it received from travelling across platforms, allowing for seamless assistance and optimal agent usage.
With reduced deployment complexity and expanding human capability, this also helps accelerate integration and ROI even when changes are made to any of the adopted systems.
He said, “These tangible outcomes directly impact cost-to-serve and customer satisfaction.”
Microsoft Partnership
Utilizing its long-standing relationship with Microsoft, AnywhereNow has utilized the CCaaS giant’s Copilot tool in its platform-agnostic customer experience approach, allowing it to deepen its partnership with Microsoft.
The SaaS provider has leveraged Copilot AI as the engine in its approach, while also still enabling seamless deployment for systems other than Microsoft.
This utilization only improves willingness to adopt this approach since many organizations already adopt Microsoft tools in their systems.
Quayle added, “It also provides a trust advantage as governance, security, and compliance conversations have already happened.
“This gives customers the freedom to choose the tools that work best for them, while still leveraging the benefits of Microsoft.”
The Challenges
Despite the approach offering seamless flexibility with AI, Deepdesk finds difficulties in ensuring full compatibility at scale.
This can include issues with enterprises choosing to locate their data sporadically across multiple CX systems, resulting in data gaps for the AI.
In fact, “The real challenge lies in orchestrating data flows between disparate systems, ensuring that AI can support agents in real time without introducing latency or inconsistency.”
This can cause havoc if the approach is blocked or not incorporated in all necessary systems, stopping the AI from moving across and accessing the required data to generate responses for agents.
This may also prove challenging when systems need to be updated or thrown out without including the platform-agnostic model, likely leading to lost context or creating silos.
The AI layer can only function once it receives a level of understanding and information at a consistent rate, no matter what types of varied technology are being used.
This requires enterprises that implement this approach to expose the AI to all necessary systems, enabling its agents to receive the best possible responses.
“Enabling platform-agnostic, hybrid agent journeys isn’t about plugging into existing systems, it’s about designing AI that can operate across fragmented architectures while maintaining continuity, context, and control.
He added, “Our approach is composable by design, allowing us to adapt to different environments, evolve with changing tech stacks, and preserve the AI investment even as platforms shift.”
