Webex by Cisco has added new generative AI-powered features across its CCaaS, UCaaS, and security portfolios to improve productivity and simplicity.
Productivity improvements come through the addition of generative AI-powered summarization capabilities into Cisco Webex CCaaS and UCaaS platforms.
Meanwhile, the latest generative AI features in Cisco Security Cloud are set to simplify policy management and enhance threat response.
Jeetu Patel, Executive Vice President and General Manager, Security and Collaboration at Cisco, said:
Generative AI will quickly become pervasive as we see businesses and workers embrace the technology to become materially more productive.
"At Cisco, we’ve been using AI for years. Now we’re unveiling how we’re incorporating generative AI into our existing products, helping customers drive real value to unlock the most secure, unrivaled work experiences possible."
The introduction of these AI technologies aligns with its 2023 State of Global Innovation Study, which found that IT professionals believe generative AI will have the greatest impact on their business.
In fact, 85 percent of respondents said they were already prepared for the effects of the generative AI revolution.
AI Summarization Capabilities
The new AI summarization features being incorporated into the Webex Suite include Webex Contact Center conversation summaries, "Catch Me Up", intelligent meeting summaries, and summaries in Vidcast.
New Webex Contact Center conversation summaries will allow agents to quickly digest long chats with customers and assist in the post-call conclusion and resolution with customers.
When calls are escalated to human agents, summaries give agents a clear understanding of customer issues and previously explored resolutions through self-service. They also provide agents and customers with a call summary.
"Catch Me Up" enables users to catch up on missed calls, meetings, chats, and other interactions.
Intelligent meeting summaries provide users with action items and key points.
The essential information of Webex meetings can now be automatically generated, saving time for attendees and others unable to partake in a meeting by removing the laborious work of listening back to meeting recordings or reading through transcripts.
Summaries in Vidcast, the video messaging tool, create chapters and highlights to help viewers rapidly locate the crucial moments in videos.