Talkdesk, a company that provides software for customer service improvement, has experienced its third round of layoffs in less than 14 months. The San Francisco-based company, which was once valued at $10 billion, confirmed that it had made “limited headcount reductions in a few areas.” However, the spokesperson did not disclose the number of employees affected by the latest cuts. Talkdesk, founded 12 years ago, uses artificial intelligence and machine learning to enhance customer service for midmarket and enterprise businesses. Despite the layoffs, the company’s CEO, Tiago Paiva, stated that the limited cuts would not have a negative impact on the company and that investments in AI and innovation will continue.
According to an anonymous source, Talkdesk has made previous cuts in an attempt to reduce costs due to lower revenue projections. Reports indicate that staff layoffs occurred in February of this year and August 2022, when the company employed around 2,100 individuals. The current number of remaining employees is uncertain. Nevertheless, Paiva expressed confidence in the company’s resilience, pointing out that investments in AI have positioned Talkdesk at the forefront of customer experience innovation. He emphasized that the recent headcount reductions will not hinder the company’s speed of innovation and that they will continue to invest strategically, particularly in research and development, to accelerate innovation on a larger scale. Paiva also mentioned the company’s evolving location strategy, with increased investments in the United States, particularly in regulated industries, and expressed confidence in the strong market opportunities that lie ahead for Talkdesk.