Highlights:
- Webex’s contact center and collaboration tools now use AI. Cisco said they enhance conference views, remote worker collaboration, and customer service.
- Cisco has revealed the newest versions of Webex Contact Center and Webex Connect, its cloud communications platform, bringing further benefits to Webex customers that conduct customer support using Webex.
Cisco Systems Inc. stated that its hybrid work and videoconferencing platform Webex would receive additional artificial intelligence capabilities.
The new AI capabilities encompass Webex’s collaborative tools and contact center services. Cisco stated they are designed to create the optimal perspective of every conference, improve collaboration for distant workers, and maximize customer service experiences.
The networking giant said that Cisco Room OS, its conference room operating system, is being updated with Webex’s improved video intelligence capabilities. The new elements include cinematic meeting experiences where cameras follow participants based on speech and face recognition throughout meetings.
Webex will automatically alter views during a meeting based on who is speaking, seeking to get the best viewpoint of the speaker. Meanwhile, the new meeting zone functionality will enable administrators to establish virtual boundaries for any workplace collaboration area. Using meeting zones, users are framed individually in a condensed perspective, which helps reduce distractions in a crowded office setting.
On the collaboration side, Cisco allows high-definition meetings without HD bandwidth with its new Super Resolution feature. It offers crystal-clear video in Webex meetings even if a low-quality camera is utilized. The new smart lighting and smart backdrop capabilities are intended to help people appear their best in any scenario, even seated in a dimly lit space. In addition, the user’s backdrop may be altered based on their location, allowing them, for instance, to add a beach if they are working from a beach resort.
Webex will now automatically show a “be right back” message whenever a user leaves a Webex meeting momentarily. Hence, if people are working from home and the doorbell rings, they will not need to excuse themselves. When they return, the BRB notification will be removed automatically.
Cisco has revealed the newest versions of Webex Contact Center and Webex Connect, its cloud communications platform, bringing further benefits to Webex customers that conduct customer support using Webex.
Webex Contact Center is regularly updated with customer service-relevant insights. AI is used by the new subject analysis tool to identify the primary reasons why a certain client is calling the contact center. It combines call transcript data from the contact center and detects patterns for business analysts, allowing them to adjust to customers’ demands. Cisco noted that this is an example of AI becoming smarter over time as it analyzes consumer interactions.
Agent Answers is a new, real-time coach designed to boost the efficiency of customer support employees. It works by listening to conversations and guiding the agent depending on what is said, such as by surfacing the knowledge base articles they need to fulfill the customer’s request. Another upgrade provides agents with automatic chat summaries, allowing them to extract the significant concerns and remedies previously discussed with a customer.
As for Webex Connect, the low-code flow builder tool that lets firms coordinate and automate client journeys, it is being upgraded. Users may now define any required function, such as “verify an email address,” AI will quickly build and return the corresponding code. According to Cisco, this makes it much simpler for agents to develop and iterate client journeys.
The new AI capabilities unveiled recently will be rolled out throughout 2023, with some expected to appear quickly and others only after a few months.