Implementing AI is still a tricky task. After all, it takes time to customize an AI model for specific use cases, funnel the data to it, and use that to train the solution.
As such, many vendors are dedicating more resources to increasing the usability of AI. 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, Cisco will embed more AI into its CCaaS platform, which listens to customer conversations, learns, and empowers the contact center with new capabilities.
Upon the announcement, Cisco 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.
It is likely that Cisco will 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
Cisco released two more AI-powered solutions alongside its Topic Analysis and Agent Answers tools. One for its Webex Contact Center and another for Webex Connect.