Talkdesk is a cloud contact center and Customer Experience Automation provider whose platform uses AI and real-time data to automate customer journeys, serving industries including healthcare, retail, financial services and insurance. Talkdesk wanted self-service AI agents and voice bots that could fully resolve common healthcare and retail requests instead of sending every call and chat to a human agent. From November 2024 to June 2025, MeritBey designed and built AI agents and voice bots for both industries on the Talkdesk platform. Patients can now book or change appointments, request prescription refills and ask billing questions, and shoppers can track orders, return items and change deliveries over voice, web chat or SMS, with complex cases reaching a human agent with full context. We built the bots with Talkdesk Autopilot and Studio and connected them to scheduling, EHR, order management, CRM and identity systems, with health and payment data handled in line with HIPAA and PCI DSS.