Cisco AI Assistant

Cisco AI Assistant

Cisco AI Assistant presents agents and supervisors with AI-powered assistance to optimize customer interactions. Features such as AI Agent transfer summaries, AI-generated call transcripts, and AI-generated suggested response help agents and supervisors achieve business results faster and with less stress.

AI-generated summaries: The Cisco AI Assistant offers concise summaries of prior interactions, allowing agents to continue conversations seamlessly without needing to re-collect information. This immediate access enables agents to focus on delivering effective solutions, leading to faster resolutions and a more cohesive customer experience.

AI-generated call transcript: The Cisco AI Assistant offers full conversation transcripts between customers and AI agent to live agents, helps to efficiently search, copy, and reference the dialogue for improved query handling.

AI-generated suggested response: The Cisco AI Assistant offers suggested responses as a real-time feature in CCE designed to boost agent productivity and customer satisfaction. Using advanced AI capabilities, it delivers contextual guidance to agents during real-time agent-customer voice call. By providing timely, relevant suggestions for both dialogue and actions directly within the Agent Desktop.


Note

AI Assistant is a Beta Feature. To join Beta testing or enable this feature, email the Product Management team at cce-pm-team@cisco.com.

Description

Supporting Articles

List of available Cisco AI Assistant features

CCE support three Cisco AI Assistant features.

For more information, see the Cisco AI Assistant for Contact Center Enterprise article.

Workflow to set up Cisco AI Assistant

You can set up the configuration of Cisco AI Assistant features for you Organization, follow the prerequisites and workflow procedure to enable AI Assistant features.

For more information, see the Set Up Cisco AI Assistant article.

Contextual and Pre-formulated suggested response

Agents or Supervisor can now face customer queries with much ease. AI Assistant features provide powerful mechanism to solve customer issues.

For more information, see the Respond with Confidence Using Suggested Response article.

Adding ECC Variables for suggested response AI Assistant Feature

You can enable suggested response only if the 'use.AiAssist.Skill' variable is added to the payloads in Config Manager. You also have to set it as true in Script Editor tool.

For more information, see the Adding ECC Variable article.

Efficiency of AI-generated summaries and transcription

Cisco AI Assistant offers concise summaries and transcriptions of prior interaction to enable agents to continue conversations any need to re-collect information.

For more information, see the Enhance your efficiency using AI-generated summaries and transcription article.

AI-generated suggested actions

AI Assistant performs suggested action that streamlines the agent's workflow and reduces manual interventions.

For more information, see the Understand and manage AI-suggested actions article.