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Back to our stories Cisco and AI pave the way for the future of contact centers
29 July, 2019 Blog

Consumer demands are nowadays very different they a few years ago. E-commerce and mobile technologies are changing the world rapidly and customer demands are not as predictable today as they were in the past.  In the past, most businesses viewed the call center as a cost of doing business. The call center wasn’t an important aspect of a company’s brand.

Contact centers today operate faster, using networks to communicate, gather, and send information. They collaborate with more people to solve issues that aren’t easily remedied online or in an app. Cisco has led the transition in contact centers, but there is still much to do. Through artificial intelligence (AI) technology, Cisco moves fast to intelligent and agile. To date, AI has been limited to a few pockets of customer care. As a leader in the contact center market, Cisco brings advances in intelligent care to customers by adopting AI solutions to enhance the Cisco customer journey. With this, the contact center will evolve from a cost center to a strategic asset.

AI is embedded in Cisco’s product strategy. Here are some examples:

  • Self-service: AI-driven self-service means consumers can get the answers they’re looking for instantly. Intelligent bots, FAQ resources, and virtual agents use customer data to provide the best possible answer at the time of need.
  • Intelligent routing: Intelligent routing requires admins to design and develop routing scripts and strategies with algorithms rooted in the historical knowledge of customer behavior. Imagine being able to automate call flows with AI and machine learning tools that use all available data – including current details like hold time, location, and time of day — to decide where to route inbound communication to achieve the best outcome.
  • Real-time help for agents: This continues where intelligent routing leaves off. Cisco is helping agents provide seamless and personalized customer journeys. with suggested answers and relevant information in real time.
  • Actionable business insights: For agents to focus on relationships, they need to offload mundane tasks. AI-driven business insights mean that the system can observe what is happening during an interaction. It can make suggestions on how to respond or mitigate lengthy searches. Or go a step further and engage other systems to help with tasks. Agents aren’t forced to manage many back-end platforms.

As announced recently, Cisco will collaborate with Google and its new Contact Center AI service. With this integration, agents don’t have to search through many systems and knowledge bases to find a response to a customer request. The “intelligent agent assist” feature automates the process, increasing agent effectiveness and efficiency. It ensures that agents can always give customers the best possible response to their queries.

Here’s how the Google solution works:

  • It listens: The service observes the conversation in real-time. It starts suggesting relevant content such as documents, links, articles, and more.
  • It adapts: It adapts to an evolving conversation. Cisco’s context service brings the customer’s prior data into consideration.
  • It assists: Provides the agent with the best information to handle the particular case in a single dialogue box. This ensures that the end customer’s experience is always consistent.
  • It learns: The service uses machine learning to improve over time.

In essence, this is just the beginning. With open platforms, a global and extensive footprint, and massive customer base, Cisco turn the vision of using artificial intelligence and machine learning into the reality of the contact center.

Comsys is a Cisco Premier Partner and a Cisco Unified Contact Center Authorized Technology Provider. To find more about our partnership with Cisco click here.

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