Cisco’s latest artificial intelligence representatives and helpers seek to alleviate challenges in customer support

The Webex AI Assistant, set to launch in early 2025, will blend conversational intellect with generative AI to enhance self-service experiences. Dhingra highlighted that, though customers desire self-service, 55% of them refrain from using it due to their perception of it being “inflexible and unproductive.”

According to Dhingra, current AI chatbots “tend to follow scripts, come across as mechanical, and are quite constrained in their capabilities.”

The AI Assistant platform is set to feature a new creative tool called AI Studio for Agents. With this tool, call centers will be able to construct, tailor, and deploy voice or digital representatives within minutes by selecting a preferred model. This initiative could lead to enhancements in customer engagements and faster issue resolutions.

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AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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