Cisco introduces “Self-Learning Contact Center” vision

Cisco introduces “Self-Learning Contact Center” vision
Cisco introduces “Self-Learning Contact Center” vision

Cisco released two more AI-powered solutions. One for its Webex Contact Center and another for Webex Connect

It takes time to customize an AI model for specific use cases, funnel the data to it, and use that to train the solution and hence, implementing AI is still a tricky task.

To increasing the usability of AI, many vendors are dedicating more resources. Cisco is no exception and is now making it a prerogative.

Its new “self-learning contact center” vision for its Webex Contact Center underlines this.

With this vision, to listen to customer conversations, learns, and empowers the contact center with new capabilities, Cisco will embed more AI into its CCaaS platform.

Cisco, upon the announcement, introduced two new solutions that bring this vision to life.

First is a “Topic Analysis” tool, which gathers customer transcripts, unearths trends, and presents them to managers using visuals.

The next is an “Agent Answers” solution. This monitors customer conversations and surfaces relevant information for contact center agents to support a successful call resolution.

Agent Answers will also draw insights from a customer’s self-service and conversational AI experiences. It then passes these on to agents when the customer escalates to the contact center – empowering them with more customer context.

While these solutions may underwhelm initially, they are continuously learning. Over time, they will become more intelligent.

Cisco will likely release further many more self-learning AI solutions for CCaaS, having recently required MindMeld and BabbleLabs – increasing its expertise in the arena.

Moreover, it also underlines the vendor’s commitment to an AI-driven future – as did its additional AI solutions, released this week at Enterprise Connect.

Cisco’s Additional AI Innovation for CCaaS and CPaaS:

Alongside its Topic Analysis and Agent Answers tools, Cisco released two more AI-powered solutions. One for its Webex Contact Center and another for Webex Connect.

For its CCaaS platform, it released an “automated chat summaries for agents” tool. This automates summaries of customer conversations on live chat, which reps can lift to streamline post-contact processing.

Then, there is a tool that leverages generative AI to automate code for rapid customize of customer journeys for its CPaaS platform.

The “low-code flow builder” allows CX leaders to describe a function – such as “validate an email address” – and instantly generates the appropriate code.

Cisco, with this tool, hopes to allow CX designers to develop and build upon their customer journeys at speed.

Discussing these innovations, Jeetu Patel, EVP and GM, Security and Collaboration at Cisco, said: “As we double down on our AI investment, we’re empowering our customers to deliver exceptional hybrid work and customer experience outcomes based on their datasets while relentlessly protecting their confidentiality and privacy.”

Allowing phone line users to benefit from voice optimization, further announcements included Cisco adding its AI-powered noise removal capabilities to PTSN calls.

Meanwhile, the vendor also teased capabilities such as caller analytics in a conversational IVR, which interprets the voice inflection and tone of the customer.

To influence routing decisions, the contact center may pair that data with customer intent.

However, as it builds towards its vision for the self-learning contact center, Webex will continue to drip-feed such AI capabilities, prioritizing the user experience over speed of development.

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