AI: The Heartbeat of Cisco’s Latest Innovations

Written by Ian  Perry, Senior Solutions Architect

The rather obvious (and unsurprising) theme across the announcements at Cisco Live EMEA, held in Amsterdam last week, was AI. None of this is a “me too” approach to the current market excitement about AI, though. It is genuinely adding value to Cisco products and solutions.

In my area of expertise, AI Assistant for Webex Contact Centre is now generally available. It offers a range of features designed to enhance both agent and customer experiences. including AI-generated summaries that give quick recaps of interactions, helping agents manage dropped calls or transferred calls from the AI agent. Additionally, it supports their mental health through the automated wellness breaks feature that  identifies signs of agent burnout in real-time, providing insights that enable proactive actions such as automatic breaks and schedule changes.

Moreover, the AI Assistant includes AI-powered analytics to help operate a smarter, more efficient contact centre. This includes automatic CSAT scoring, which uses operational data and transcripts to evaluate 100% of voice interactions, effectively overcoming the challenge of low customer survey response rates. The topic analytics feature uses historical data to help users quickly identify the reasons for incoming calls and analyse them to enable proactive actions such as training, FAQs, or process updates.

Of course, being Cisco, this isn’t bolted on without consideration of customers’ data privacy and security. They ensure that your data isn’t being carelessly shared or used to train public models.

We are particularly excited to talk to our existing Webex Contact Centre customers about how these new capabilities will help them improve their customer experience. The AI Assistant’s features are designed to make their contact centres more efficient, their agents more supported, and their customers more satisfied. We look forward to seeing the positive impact these innovations will have on their operations.

As we wrap up this year’s Cisco Live EMEA, we are already looking forward to returning to Amsterdam next year. The energy and innovation at this event are truly inspiring, and we can’t wait to see what new advancements and opportunities the next Cisco Live will bring.