Webex AI-Power

The Webex AI Assistant is revolutionizing the world of work with advanced AI technologies that not only increase productivity but also improve the experience for employees in the office and at home. With Webex AI Assistant, Cisco is leveraging not only Large Language Models (LLM), but also real-time media models. With features such as AI-powered meeting summaries and vidcast summaries now widely available, the suite provides an efficient way to save time and quickly catch up on important

information from missed meetings or video messages. In addition, Webex AI Assistant enhances communication with new tools such as message summaries (from multiple Webex rooms) and message reframing, which allows users to customize the tone of the message or translate messages, simplifying collaboration.

In addition, the AI Assistant integrates breakthrough audio and video AI, such as the Webex AI Codec, which significantly improves audio quality with extremely low bandwidth requirements and eliminates background noise, and Super Resolution for video, which ensures clear viewing even in low bandwidth conditions. These technologies help overcome the challenges of hybrid work environments and promote inclusive, effective communication.

The integration of generative AI and Large Language Models (LLMs) not only improves audio and video quality but also provides advanced language services such as real-time translation and transcription to facilitate global collaboration and break down language barriers. With these innovations, Webex is setting a new standard for hybrid work and customer experience solutions by enabling seamless, efficient, and inclusive communications.

AI Features in the Webex Suite

  • Meeting summaries: Provides a quick overview of missed meetings, including key points and action items.
  • Message Summary: Easily capture a summary of all messages in multiple rooms.
  • Message tone and translation: Uses AI to translate messages or quickly adjust the tone of a message before it is sent.
  • Call summaries: Calls are automatically summarized so you can quickly retrieve the information you need.
  • Be-Right-Back Summary: After a brief absence from a meeting, get a summary of the key points you missed.
  • Real-time Translation for Live Events: Provides the ability to translate content from English into more than 30 languages during live or hybrid events.

AI Functions for Cisco Devices

Webex focuses on innovative features that increase employee productivity and transform the customer experience. Highlighted features include

  • Crossview Setup: Improves engagement with adaptive, AI-driven alignment that shows different viewing angles in the room.
  • Presenter and audience view: Enables an inclusive presentation for hybrid events by including the local presenter in the view.
  • Roundtable setup: Increases immersion and engagement during roundtable discussions by making local participants clearly visible to remote participants.
  • Multistream: Provides separate video streams for the active presenter and participants in the room, creating a more inclusive experience for remote participants.
  • People Focus: Allows selection of intelligent camera angles or manual adjustments to focus on the speaker or group.
  • Voice-enabled AI: Controls meetings and conference rooms with simple voice commands, from booking a room to controlling room equipment such as lights and blinds.

These features are part of the push to create smart workspaces, from voice commands and AI-driven camera views to embedded IoT sensors, to make hybrid work more efficient and get the most out of every communication.

AI Features for Contact Centers

In today’s fast-paced business world, efficient and intelligent contact center solutions are essential. The AI Assistant offers a number of features and functions that can revolutionize contact center operations. These features are described in detail below:

Conversation Summaries

This feature provides automated summaries of customer interactions. This allows agents to quickly capture the context and key points of a conversation without having to review long recordings. This saves time and improves efficiency while handling customer inquiries.

Real-time Transcription and Analysis

With real-time transcription, conversations between customers and the service team can be transcribed and analyzed simultaneously. This enables agents to identify and act on

important information immediately. Analytics can also be used to identify trends and common customer concerns.

Emotion Recognition

Emotion recognition helps to understand the customer’s mood and emotional state during a conversation. This insight enables agents to be more empathetic and increase customer satisfaction.

Automated customer service

Using AI assistants, simple inquiries can be handled automatically without the need for human intervention. This reduces customer wait times and frees service agents from routine tasks.

Intelligent routing

This feature analyzes the customer’s inquiry and automatically routes it to the most appropriate person or department. This ensures that customer inquiries are handled efficiently and to the customer’s satisfaction.

Personalized Customer Experience

The AI assistant can use customer information to create personalized experiences. By taking into account previous interactions and preferences, tailored solutions and recommendations can be offered.

Training and coaching

Using collected data and analytics, the AI assistant can provide real-time feedback and training to agents. This helps to continuously improve the quality of customer service.

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