“Things will never be the same again.” is one of the most common sayings we’ve been hearing since we started trying to live our normal again. To be honest, that statement can’t be more true. The ways in which we work, communicate and interact have changed drastically since the pandemic. One of the things that have changed drastically is how we work. Many of us are now working completely remotely while others are working in hybrid environments. Businesses have been forced to adapt to new “normals” that are here to stay. It’s become even more imperative for companies to have the correct tools at their disposal; one of which is Cisco’s Webex Suite.
Webex itself is Cisco’s answer to Google Meets, Microsoft Teams and Zoom. It’s a video conferencing platform that enables collaboration. It’s steadily been getting more bells and whistles as Cisco continues its development. The latest feature that’s coming to Webex is a purpose-built AI that is poised to change how we work and collaborate even further. Webex’s new AI is bringing more optimisations to over 10 million users. A bulk of which allow better collaboration through bandwidth savings, video clarity and automation.
Better Clarity, Privacy and a New Cinematic Experience with Webex AI
One of the more significant updates is the implementation of Webex’s Super Resolution which allows users to have crystal clear video even with lower internet bandwidths. It doesn’t just stop there though, Webex Super Resolution is able to upscale and enhance images from lower-resolution cameras to deliver high-definition video. It can even intelligently “relight” your image for the best clarity. Under harsh lighting environments, the AI will underexpose the image to compensate for the lighting and provide clearer video; while under dim lighting, the AI compensates with higher exposure and brightness. Even if you’re stepping away, Webex AI will automatically blur your video, mute your mic and put up a “be right back” message. These settings are magically removed when you’re back in front of the camera.
It’s not all just about the Webex app either. Cisco is also imbuing Cisco Room OS to enhance AI and video features on Cisco Collaboration devices. These devices will be able to provide cinematic meeting experiences. What exactly is a “cinematic meeting experience”? Well, imagine a meeting where the camera intelligently zooms in to and follows the person speaking. Cisco is enabling this with voice and facial recognition technology. They’re even taking it a step further by ensuring the presenter is always in the frame and at the best angle.
IT admins can even take video conferencing and enforce company privacy even further by creating virtual boundaries for collaboration spaces in the office. Employees jumping on a Webex call in designated meeting zones will be viewed in a more condensed frame. This framing removes any blank space, keeping it out of view. What’s more, only individuals involved in the meeting will be included in the meeting. This is particularly important in open-space offices or if you’re working in a busy space.
Revolutionising Customer Support Experiences with Webex Connect
Webex is also one of the most used platforms when it comes to customer service. It comes as no surprise that Cisco has also zoomed in to the call centre to improve and revolutionise the experience there. Through its platform – Webex Connect – Cisco is bringing even more features to help businesses address customer needs and meet their expectations.
Cisco is starting at the very beginning when it comes to revolutionising these experiences. Webex Connect allows businesses to orchestrate and automate end-to-end customer journeys with their low code flow builder. Using this capability, businesses can automate basic functions like validation. Put simply, if a customer calls in for an email or phone validation, Webex Connect can, with the correct coding, provide the validation code without the need to pass the inquiry to an agent.
Speaking of agents, Webex Connect is also getting the AI treatment but it takes things to a new level. The platform will be able to provide coaching in real time for agents. With Agent Answers, human agents will be able to get insights and knowledge base articles surfaced as they interact with the customer. Agent Answers will also be constantly improved with customer interaction data that is constantly fed to it. This includes self-service and automated interactions.
In addition, agents can also be provided with AI-powered chat summaries. These summaries eliminate the need for agents to go through lengthy chat histories to serve customers better. These summaries will include previously recommended solutions and a history of the issues reported. These insights will be provided in an easily digested and understood fashion to allow agents to react more efficiently.
Actionable Insights for Business Development
Webex Connect isn’t just about the agent either. Business analysts will be able to get valuable insights from the platform too. Using Topic Analysis, Webex Contact Center will surface reasons why customers are calling in. It will aggregate call transcript data and model trends in an easy-to-understand form. Using this data, businesses will be able to react and adapt to address customer needs better.
This feature isn’t just a one-off thing either. Thanks to the nature of AI, Topic Analysis will continually improve and get smarter with time. It will be able to learn and improve while businesses adapt more proactively.
Continually Improving Throughout 2023
Cisco’s Webex platform will be continually improving with more AI integrations and features throughout 2023. The features mentioned in this article will be making their way to Webex in the near future.
