Cisco Live 2024 took place in Las Vegas this week, focusing on customer experience and hybrid work. The event introduced new AI features for Webex Contact Center, including Automatic CSAT and Agent Wellness capabilities. Automated CSAT measures customer satisfaction based on sentiment and tone, providing a more nuanced understanding compared to traditional metrics like average handle time. Agent Wellness aims to reduce agent turnover, a significant cost element for contact centers. Webex Contact Center also supports a “Bring Your Own Virtual Agent” model, allowing customers to use their existing AI assistants.
Webex is introducing AI-powered collaboration features like custom AI assistant dictionaries for industry-specific terms and an AI assistant for developers to aid in documentation searches and coding assistance. Webex also added an AI workspace classification for IT professionals to better manage hybrid work environments. Remote Device Access Management allows IT professionals to remotely access and troubleshoot devices, improving the user support experience.
In conclusion, the event showcased a solid set of AI features for Webex, positioning the brand as a strong contender in the contact center market. The focus on customer experience and hybrid work aligns with recent innovations in the industry. With more AI capabilities, Webex aims to close the gap with leading CCaaS providers and expand its reach beyond its current customer base. The event’s exposure at Cisco Live will likely drive more attention to WebexOne and other industry trade shows in the future.
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