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ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center

By Tracey E. Schelmetic November 03, 2023

The call center industry has some of the highest turnover of any industry in the world. Call center work is stressful, repetitive and demanding. The job of call center agent is highly commoditized, so agents will leave their jobs for those paying just a bit more. Companies hoping to retain agents often don’t have the budgets for the type of perks that would keep agents loyal.

Increasingly, artificial intelligence (AI) technology baked into call center solutions is helping eliminate some of the tedium of call center work. It can help with workflow, automate routine tasks, make suggestions for more complex issues, and leave agents free to handle more challenging (i.e., interesting) tasks.

To help further this trend, Webex by Cisco, a provider of collaboration and contact center technologies, recently announced new AI-powered capabilities in Webex Contact Center. These new capabilities aim to help improve agent well-being and productivity, resulting in improved customer experiences. The goal is to improve the customer support experience for both agents as well as customers, said the company.

"At Webex, we are embracing agent wellness as a core value to contribute to a more compassionate, inclusive and progressive business culture," said Jeetu Patel, Executive Vice President and General Manager, Security and Collaboration for Cisco. "Our commitment to nurturing the well-being of agents means that businesses can build a foundation for growth, empower innovation and provide exceptional experiences to their customers."

The new solution features an AI-powered agent burnout detection capability that allows businesses to proactively address agent well-being by enabling automated breaks and real-time coaching after challenging customer interactions. It also offers suggested responses that uses generative AI to automatically suggest responses to increase agent productivity when responding to customer inquiries on digital channels, and automated conversation summaries and wrap-ups to give agents a clear summarization of issues and resolutions already explored via self-service.

Webex Customer Experience Essentials is designed specifically for customer service-oriented industries and is available for purchase for Webex Calling users.

To hear more about how AI and other innovations are enabling better communications and collaboration experiences, don’t miss Aruna Ravichandran’s keynote at ITEXPO 2024, taking place February 13-15, 2024 in Fort Lauderdale, Florida.  Aruna, Webex by Cisco’s SVP and Chief Marketing & Customer Officer, will be talking about how tech innovation and evolving work models are collectively transforming and enhancing both employee and customer experiences.

Edited by Erik Linask
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