Javed Khan, the Senior Vice President and General Manager of Collaboration at Cisco, recently gave a keynote speech at Enterprise Connect 2024 focused on the role of AI in enhancing collaboration. During our conversation, Khan highlighted Cisco’s use of AI in transcription and its development of AI assistants for Webex and contact center products.
Cisco has been transcribing meetings using audio intelligence for over three years, which has set the stage for their AI assistant development. The company’s focus on obtaining clean transcripts, extracting insights, and applying advanced language models has allowed for seamless AI integration. Khan emphasized the importance of a real-time media model for capturing various interactions, not just voice and text, to enhance user experience.
The Webex Assistant stands out due to its emphasis on audio quality and transcription accuracy, essential for training language models and responding appropriately to users. Cisco’s AI technology, including audio and video intelligence, aims to enrich text-based interactions with deeper meanings and nuances.
In the context of contact centers, AI technology has the potential to improve both customer and agent experiences. By analyzing customer profiles and sentiments, technology can match customers with the best-suited agents, leading to better outcomes. Additionally, AI assistance can suggest responses based on conversation tones and content, easing the agent’s workload and enhancing their performance.
Cisco’s AI tools also focus on monitoring agent well-being during interactions, providing real-time feedback on call progress and customer satisfaction. By offering prompts and support to agents based on conversation dynamics, AI can help mitigate stress and exhaustion, ultimately reducing turnover rates in the contact center industry.
Overall, Cisco’s investment in AI technology aims to enhance both customer and agent experiences, improve efficiency, and reduce turnover rates in contact centers. By leveraging advanced tools like real-time scoring and language analysis, the company is paving the way for a more AI-driven and human-centric approach to collaboration and customer service.
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https://www.nojitter.com/contact-center-customer-experience/conversations-collaboration-cisco’s-javed-khan-ai-working-quietly
