Cisco Utilizes Generative and Agentic AI to Transform Contact Center Experience

The contact center world can be a tough place to work in, with high levels of frustration and stress. However, Cisco is on a mission to make this experience easier for both contact center workers and the customers they interact with on a daily basis. How are they doing this? Through the power of AI.

Cisco is utilizing generative AI and agentic AI to automate and enhance the work of human agents, making traditional chatbots smarter and more efficient. By incorporating AI into event-based and proactive communication, Cisco aims to improve customer interactions and streamline processes. For example, AI agents can handle simple tasks like sending payment reminders to customers, freeing up human agents for more complex issues.

To achieve this, Cisco partners with leading AI vendors like OpenAI and Microsoft, as well as utilizing their own in-house AI technology. By deploying AI engines for each specific use case, Cisco is able to tailor solutions to meet the unique needs of their customers and contact center workers.

In addition to customer-facing AI tools, Cisco has also developed Agent Wellness, a tool designed to support the mental well-being of contact center agents. By monitoring call data and identifying agents who may need a break after difficult calls, Agent Wellness helps to improve employee experience and overall performance.

Overall, Cisco’s innovative use of AI in the contact center space is transforming the way companies interact with their customers and support their employees. By leveraging the power of AI, Cisco is paving the way for a more efficient, effective, and empathetic contact center experience for all involved.