Cisco innovates contact centers with advanced AI-powered agents
CALIFORNIA, UNITED STATES — Tech giant Cisco unveiled its latest AI innovations at the Webex One event in Ft. Lauderdale, Florida. The company is introducing sophisticated AI agents capable of handling complex customer interactions traditionally reserved for human representatives.
Next-generation AI agents transform customer service
These enhancements are centered around the new Webex AI Agent, a chatbot designed to manage intricate tasks such as flight rebookings and debit card replacements without human intervention. Early adopters have reported a 39% improvement in customer satisfaction.
“Webex AI Agent solves customer problems instantaneously and will fundamentally transform the experiences we have all grown accustomed to,” said Jeetu Patel, Cisco’s Executive Vice President and Chief Product Officer.
Got a minute? ⏱️ Catch up on all the news just announced at #WebexOne 2024: #AI, new workplace devices, spatial collaboration and more! Watch ⬇️👀 @Webex pic.twitter.com/6f6Xg4D5FN
— Cisco (@Cisco) October 24, 2024
Empowering human agents with AI support
While AI handles routine tasks, Cisco hasn’t forgotten about human agents. The newly launched Cisco AI Assistant for Webex Contact Center provides real-time support to customer service representatives, offering context summaries and suggested responses during customer interactions.
The platform also introduces Agent Wellness features, implementing automatic breaks and flexible scheduling to prevent burnout.
The rollout of these new features is scheduled for the first quarter of 2025 for cloud customers, with on-premises previews beginning in the second quarter.
Cisco also announced AI Agent Studio to help companies build customized bots. This tool allows businesses to train AI agents using their unique data, enhancing bot relevance and accuracy in Webex Contact Center.
This strategic move positions Cisco at the forefront of contact center innovation, offering a comprehensive solution that balances automated efficiency with human expertise. The integration of these technologies promises to redefine the future of customer service, making it more responsive, efficient, and satisfying for both customers and agents alike.
