Our AI Enabled Customer Experience Event

Last week on 23rd January we hosted our AI Enabled Customer Experience event. Companies from a variety of industries attended to learn about using AI to maximise customer experience whilst minimalising cost and agent burnout. The day started with main presentations including an interview with Close Brothers to hear their contact cetnre journey with Cisilion and followed on with smaller breakout sessions focused on key areas around contact centres including live demos and AI agents for each company attending.

Customer Experience Goals and Why Cisilion? (Ian Perry, Cisilion)

The main goals when it comes to customer experience include maximising satisfaction, minimising costs and providing personalised, proactive experiences. Partnering with Cisilion means partnering with a managed contact centre provider as well as having access to AI-powered Webex Contact Centre and Cisco AI Assistant, all being key components in reaching these goals. Partnering with Cisilion means increased agent productivity, improved customer satisfaction and cost savings.

Close Brothers (Mark Holden and Megan Beddard, Close Brothers interviewed by Ian Perry, Cisilion)

Close Brothers, a Contact Centre customer of Cisilion were interviewed by Ian Perry on their journey and experience using Cisilion as a partner. You can watch the full interview here.

Expect the Unexpected (Matthew Drayton, Cisco)

During his presentation Matthew Drayton, a Contact Centre Specialist at Cisco, focused on adapting to rapid changes within the contact centre environment. The key points were:

1. CX Benchmark: Emphasises the importance of consistency, reducing effort, and respecting customers’ time.
2. The AI Revolution: Discusses the impact of AI on contact centres, including AI-powered CCaaS (Contact Centre as a Service), intelligent self-service, LLM bots, omni-channel support, AI assistants, call summarization, suggested responses, AI topic analytics, auto CSAT (Customer Satisfaction), and AI insights.
3. Generative AI and Conversational Intelligence: Highlights the most intuitive virtual agent experience powered by AI.
4. Operational Tools: Stresses the importance of technology that works with operations, not just developers, and the need to trust and empower the right people to make dynamic decisions quickly.
5. Contact Centre Defence: Provides strategies for planning and adapting to unexpected changes.
6. Key Takeaways: Encourages evaluating new solutions, taking action when the unexpected happens, and getting to know your own technology to uncover existing functionalities.

The Positive Uses of AI (Ian Perry, Cisilion)

• Virtual Agent Transfer Summary: This feature summarizes the conversation between the user and the virtual agent. It supports Webex AI Agents and Google CCAI (Dialogflow CX) and is currently only supported on the voice channel.
• Dropped Call Summary: This feature summarizes voice calls that were abnormally disconnected. It ensures that customers don’t have to repeat themselves to a new agent, thereby increasing customer satisfaction.
• Agent wellness: AI-powered agent burnout detection and mitigation including timely wellness breaks.

Digital Experience Assurance and Hybrid Work (Martyn Wheeler, ThousandEyes)

Today’s Expectations and Challenges

• Elevated experience expectations: 82% of organisations have at least 10% of their workforce on hybrid arrangements, and 72% of employees are positive about going back to the office.
• 90% of customers rate “immediate” as the most important factor when seeking customer support.

Objectives to Drive Change

• Figure out the hybrid model to attract and retain top talent by providing flexibility and work-life balance.
• Build modern, collaborative workspaces to foster collaboration, spark innovation, and build stronger relationships.
• Enhance customer experiences to ensure the brand is represented strongly in customer support moments that matter.

Digital Experience Assurance Solutions

• Ensure end-to-end digital experience over every network with end-to-end visibility, AI-driven intelligence, and closed-loop operations.
• Deliver ubiquitous visibility where it matters, proactively detect and diagnose issues, and recommend and execute actions across the connected ecosystem.

Hybrid Work

• Hybrid work that works: Always-on access, collaboration application uptime, and cloud migration success.
• Joint outcomes: Webex cloud agents measure call quality, ensure the availability of Webex instances, and minimize productivity impacts by isolating problem domains.

Leveraging AI For Quality Assurance and Compliance (Bogdan Jinaru, Eleveo)

Eleveo’s system integrates with various Cisco platforms like Webex Contact Centre, Webex Calling and more.

Compliance and Workforce Management

• Focuses on ensuring agents are performing as planned and maintaining service quality.
• Uses AI for sentiment analysis, topic detection, and summarisation.
• Provides tools for forecasting, scheduling, and agent self-service.

AI and Customer Experience

• Leverages NLP for context-aware responses in contact centres.
• Identifies key phrases indicating customer dissatisfaction.
• Uses AI to flag sentiment, repeat contacts, escalation requests, and churn risks.

The event created an open forum for attendees to share their experiences and challenges on their contact centre journeys. We always value our clients participation in these events as they provide firsthand accounts of their experiences and the benefits we provide as a partner. If you were not able to attend this event, please contact nmorgan@cisilion.com to learn about upcoming events or head to our events page here.