Customer success stories: How Webex AI Assistant is transforming experiences.
At Unifi, we’re not just talking about AI - we’re actively harnessing its power through our partnership with Cisco to transform hybrid work and customer experiences (CX) in profound ways. The Cisco AI Assistant for Webex is a cutting-edge AI-powered platform, that is more than a technological innovation. It's a testament to the people-first mission, designed to meet the unique needs of every customer.
Understanding AI and its role.
Artificial Intelligence (AI) refers to computer systems designed to perform tasks that typically require human intelligence. These tasks include understanding natural language, recognising patterns, and making decisions. The Webex AI Assistant utilises advanced AI to enhance productivity and improve customer service, making it a game-changer for businesses.
Real impact in customer experience.
70% of users of the AI Assistant for the Webex Cloud Contact Center expect their agents to respond three times faster, and one in three believe that average handling times will be reduced by 10% or more thanks to AI-generated summaries. Moreover, 92% of users report that agents can quickly get up to speed with customer histories, providing better service.
Additionally, 68% predict an increase in their Net Promoter Scores, while 75% anticipate a reduction in customer churn rates. This has led to 65% of our customers expecting an increase in customer lifetime value. These figures underscore the tangible benefits and real-world impact our AI Assistant is delivering.
AI powered features making a difference.
Over the last six months, numerous AI Assistant capabilities have been launched for the Contact Center. Virtual agent summaries provide live agents with a summary of self-serve chatbot interactions, ensuring customers never have to repeat themselves. Automatic CSAT scores, assigned by the AI after every interaction, offer 100% feedback coverage compared to the current 2% from traditional surveys.
The AI also contributes to agent wellbeing by detecting stress levels and suggesting actions like taking breaks or rerouting calls to prevent burnout. This holistic approach not only enhances customer satisfaction but also improves the work environment for agents.
Customer feedback drives continuous improvements.
Cisco incredible customers regularly provide feedback, which shapes their product strategy. Thanks to that, Cisco does not aim in developing AI technology for the sake of it. Instead, they focus to purposefully provide solutions that profoundly improve experience because experience matters. The customers’ collaboration and candour are catalysts that helps them reshape and reimagine the world of customer experience with leading technology
Powerful features enhancing workflows.
The Cisco Webex AI Assistant offers functionalities that significantly enhance workflows. The “Catch Me Up” feature, for instance, quickly provides a summary of what you’ve missed if you join a meeting late. Personalisation tailors interactions to meet individual needs, while writing assistance helps with drafting and refining content. Other notable features include translations, summaries, and finding answers, all of which contribute to a more efficient and productive work environment.
Transforming hybrid work.
The AI Assistant is not just revolutionising customer experiences – it’s also transforming hybrid work for all Webex users. According to the recent survey, 73% of IT admins anticipate saving two to eight hours weekly with AI-powered search. Furthermore, 75% of respondents save time with message and meeting summarisation, and over half report improved brainstorming and idea sharing, along with reduced communication barriers. Additionally, 70% of remote workers report more effective meetings with in-office colleagues, and 85% experience less fatigue and enhanced focus during meetings.
The power of the platform.
The single platform approach seamlessly integrates the industry-leading AI Assistant across their entire portfolio, ensuring a consistent, high-value experience for customers. And it’s all built on the foundation of Cisco’s Responsible AI framework, so customers can trust that their data is secure by design.
At Unifi, we appreciate that AI can be leveraged to power an inclusive future for all. We also recognise that by applying this technology, we have a responsibility to mitigate potential harm. That is why we follow the six Principles for Responsible Artificial Intelligence of Transparency, Fairness, Accountability, Privacy, Security, and Reliability – all necessary for promoting and enabling safe and trustworthy AI.
To implement these principles, we have a Responsible AI Framework that can be applied to the development, deployment, and use of AI by Unifi, whether in developing a product or model for our customers. If you are interested in leveraging your business with the newest AI technology, contact us today, and we will gladly help you reshape current operations and personalise the available services for your business needs.