Cisco is launching new AI capabilities in Webex designed to help improve the hybrid work experience and provide the best views to capture in-room speakers, automate meeting controls and assist contract center agents.
According to Cisco, Webex is expanding its video intelligence in devices through conferencing room operating system Cisco Room OS, allowing users to benefit from the ability to provide optimal views in any meeting with new AI capabilities.
These new features include cinematic meeting experiences on Cisco devices that enable cameras to follow speakers through voice and facial recognition, automatically switching views to capture the best angle of the speaker.
In addition, IT admins can set virtual boundaries for collaboration spaces with a new meeting zones feature that will automatically frame users in a condensed view, leaving any blank space out of the view. Only people inside defined areas are included in the meeting, making this ideal for busy open spaces and conference rooms with glass walls, according to Cisco.
Other new AI capabilities in the Webex Suite include the ability to hold HD meetings that don’t require HD bandwidth, smart re-lighting to automatically improve poor lighting and an automatic “be right back” update that will blur the background and mute audio when a user steps away from a Webex meeting.
For customer-facing tools such as Webex Contact Center and Webex Connect, Cisco is releasing new AI capabilities to help bring organizations actionable insights on customer interactions and make agents more efficient.
These include Topic Analysis in Webex Contact Center, a new tool designed to surface key reasons customers are calling into the contact center and aggregate call transcript data to help business proactively adapt to meet their customers’ needs.
In addition, Cisco is launching Agent Answers, a real-time agent coach that pulls learnings from self-service and automated interactions and brings them into the self-learning contact center to increase human agents’ effectiveness.
Other AI features include AI-powered chat summaries and automated code generators in Webex Connect.
Jeetu Patel, Cisco’s executive vice president and general manager of security and collaboration at Cisco, calls AI the next evolution of hybrid work.
“Cisco has decades of experience in AI with its industry-leading natural language understanding, and audio and video intelligence in Webex, which I’m thrilled is extending into even more innovations across our collaboration portfolio,” Patel says in a statement. “As we double down on our AI investment, we’re empowering our customers to deliver exceptional hybrid work and customer experience outcomes based on their datasets, while relentlessly protecting their confidentiality and privacy.”
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