Today at WebexOne, our premier annual event for collaboration and customer experience, we announced Experiences Amplified with the Power of Webex and AI – groundbreaking innovations set to transform customer experience as we know it. The future of customer experience is a frictionless world where needs are anticipated and interactions are highly connected, and seamlessly delivered. We all know customers seek quick, efficient, human-like experiences that are hyper-personalized and intuitive at every step of their journey. However, delivering this type of journey is often easier said than done.
Enter the Webex Customer Experience portfolio, our end-to-end solution set to deliver a seamless, integrated customer journey. We believe the only way to drastically improve the customer experience is to orchestrate complete customer journeys – allowing businesses to design the right balance of proactive communications, AI and human interactions. By eliminating the challenges posed by fragmented technologies, businesses can effectively deliver frictionless journeys that truly feel that way.
Our goal? To help organizations be more thoughtful, more human, and more effective in how they interact with their customers. To reach resolution for any problem, even the most complex, in minutes, not days. Here are some of the standout announcements dedicated to customer experience.
Introducing the Webex AI Agent for Webex Contact Center
Customers want to self-serve, yet the technology still poses challenges. The first wave of virtual agents has been underwhelming in many cases as customers are frustrated by robotic service and rigid menus that don’t offer the resolutions they seek.
Introducing the Webex AI Agent – our all-new Webex AI Agent solution that seeks to revolutionize self-service by combining conversational intelligence with real-time automation, enabling more authentic, human-like interactions that lead to resolutions. We believe your AI front door needs to focus on intelligent engagement, not call containment. The Webex AI Agent ensures your customers are greeted with smart, personalized, intuitive interactions that feel more humanlike and effective.
Preliminary availability beginning in early 2025 with customer trials available now.
AI Agent Studio
To build and customize your AI Agents, we have also announced a new design tool called AI Agent Studio, which makes it easy for business users and IT administrators to build and deploy self-service workflows, providing them with unmatched scalability and user-friendliness. The AI Agent Studio allows contact centers to quickly deploy a voice or digital AI agent in minutes and choose which AI models are used to support customer inquiries.
Furthermore, by connecting to workflows and back-end systems, the Webex AI Agent can complete actions and fulfill requests leading to real-time resolutions and customers believing in the power of self-service! Webex AI Agent Studio will be generally available early 2025.
Cisco AI Assistant for Webex Contact Center
Customer-facing teams often struggle with information overload, too many manual processes, and a lack of real-time support. This is why we developed the Cisco AI Assistant for the Webex Contact Center. With this AI Assistant, busy agents and supervisors can automate manual tasks when possible and provide expert-level customer support, including:
- Suggested responses that suggest AI answers for agents
- Wrap up summaries that ensure every call has clear and concise documentation
- Context summaries that facilitate seamless handoffs from an AI agent to a human, providing a summarized context of what has already been discussed.
- Dropped call summaries avoid customers having to repeat themselves in the event of disconnection, ensuring continuity when the call is resumed.
- Agent Wellbeing automatically identifies signs of burnout in real-time in order to encourage breaks or offer insights as to when your agent’s wellbeing may be impacted.
Customers can try out these features in our beta trials and they will be generally available starting early 2025.
AI-powered enhancements for analytics
Webex AI works to make every individual call better, but also helps contact center supervisors operate a smarter, more efficient contact center at scale. Customer experience leaders can rely on AI-powered Topic Analytics to quickly identify current call drivers based on call summarization data and leverage Automatic CSAT scoring which leverage operational data and transcripts to evaluate 100% of your interactions, solving the common problem of customers ignoring survey requests. These new insights enable a new wave of proactive customer experience, where business leaders can resolve emerging challenges as they arise and anticipate future needs. Topic Analytics is available today and Automatic CSAT scoring will be available in Jan 2025.
Elevate customer experiences by delivering fully connected, end-to-end customer journeys
The Webex Customer Experience portfolio stands out through its advanced automation and orchestration, integrating data from every source, channel, touchpoint, and system to create hyper-personalized experiences that foster customer loyalty. Using low-code tools, seamlessly build and connect every voice and digital interaction, enabling true end to end journeys that have the potential to fulfill customer intent, resolve actions and exceed expectations.
Our dedication and vision for customer experience innovation has never been stronger. Recent AI announcements coupled with the completeness of the Webex Customer Experience portfolio show our commitment to building the right solutions that have the power to transform customer experiences.
At Webex, we are laser focused on helping organizations build and deliver exceptional experiences and trusted relationships to move the business forward. To assess how we can help you transform your customer experience goals into reality, I encourage you to contact our sales team to request a live demo of our latest innovations and discuss your unique business needs.
Resources:
About The Author
