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Cisco Is Bringing Cognitive Collaboration to the Contact Center

Cisco unveiled three AI features for its Unified Contact Center Enterprise and Unified Contact Center Express at Enterprise Connect 2019. These features should help, but don鈥檛 replace your agents with bots anytime soon.

• Customer Journey Analyzer: Available to both cloud and on-premises contact centers, this feature allows you to perform end-to-end analytics on the customer journey.
• Cisco Answers: This cloud-based feature provides call agents with real-time information on their customers (including information from social media). It is powered by Google AI.
• Customer virtual assistant: An AI bot that integrates with UCCE.

Our Take

With these features, Cisco Collaboration is living up to its reputation of adapting to change 鈥� it is currently scoring 73% on Product Strategy and Rate of Improvement in , with 31% of respondents saying that they are delighted (N=51, March 20, 2019).

The Cisco Answers feature is aligned with market trends. According to , 76% of callers expect agents to know relevant information about them and their history with the company. As more people engage with companies over social media, this visibility can be very beneficial (if not a little creepy).

I hesitate with chatbots. In , 33% said 鈥渢he most important aspect of a good customer service experience鈥� is 鈥済etting my issue resolved in a single interaction (no matter the length of time).鈥� When the chatbot reaches its functional limits, it will need to quickly and smoothly trade off with an agent. This critique isn鈥檛 against Cisco鈥檚 product; it鈥檚 against chatbots that are poorly implemented and too heavily relied upon by customers.

The Customer Journey Analyzer and the Cisco Answers features should help improve the customer experience. Don鈥檛 over-rely on chatbots and undo that hard work.

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