AI-powered enhancements across Webex Suite, Devices, and CX deliver more personalized and inclusive experiences to the customers.
Cisco has unveiled new purpose-built Webex artificial intelligence (AI) capabilities that deliver unrivalled hybrid work experience as the new normal continues to evolve. In a world where people demand exceptional, personalized work experiences, organizations must meet both employees and customers on their terms – while driving real value.
Commenting on the new capabilities, Ahmad Zureiki, Director of Collaboration Business, Cisco Middle East and Africa, said, “By leveraging the power of AI, Webex by Cisco is supporting businesses in navigating the hybrid workplace with ease, ensuring that their employees are able to work productively and safely. This ultimately leads to better results for the business as well as improved employee satisfaction. The new Webex innovations will mark a significant step forward in helping our customers in the region to unlock the full potential of their hybrid workforces – enabling them to collaborate in new ways and drive inclusive experience.”
Building on advanced AI capabilities already available in Cisco Collaboration devices today, Webex is expanding its video-intelligence in its devices through conference room operating system Cisco Room OS. Users will benefit from the ability to automatically provide the most optimal views in any meeting, at any moment, in any space with new capabilities, such as Cinematic meeting experiences and Meeting zones.
With cinematic meetings on Cisco Collaboration devices, cameras follow individuals through voice and facial recognition, automatically switching views to capture the best angle of the active speaker. Not only this, IT admins can set virtual boundaries for any collaboration space in the office, turning it into a meeting zone. With meeting zones, people are individually framed in a condensed view – leaving any blank space out of the view. Only people that are inside defined boundaries are included in the meeting. This is critical in busy open spaces and in conference rooms with glass walls, to eliminate the distraction of people outside the meeting.
Customer expectations are at an all-time high, and organizations have billions of interactions with customers daily. It’s become impossible for agents and legacy systems to keep up with the volume, velocity, and disparity of interactions and the personalization required to address this. Cisco leverages its same market-leading technology required for Hybrid Work to fuel its Webex customer experience solutions.
Today, Cisco is unveiling its vision of the self-learning contact center. Cisco is also introducing new AI capabilities for its customer experience solutions, spanning Webex Contact Center and its cloud communications platform, Webex Connect.
AI-powered chat summaries eliminate the need for agents to read lengthy digital chat histories with customers to determine issues and resolutions already explored. Now, users will be able to simply describe the function they want to perform, such as “validate an email address,” and AI will generate and return the appropriate code instantly. This makes it easier to create and iterate customer journeys quickly.
