For nearly half a century, the burden of resolving a customer's challenge or concern has fallen on the shoulders of the customers themselves.  Organizational cost-reduction pressures have driven self-service initiatives which often increase the effort (and frustration) for customers in need of support.  And while AI has shown great promise to reduce the need for live assistance, what will AI do for customers (and agents) once the "easy" interactions have been addressed?

Cisco believes there is a better way to reduce customer effort and create a highly effective customer journey by focusing on three key moments that matter:

1. When a problem or opportunity is identified
2. When a live resource is required
3. When a new learning occurs

This session will help you understand how Webex is delivering highly-connected, AI-powered customer journeys across voice and digital channels, while also providing the visibility you need to refine your CX strategy with each future interaction. We'll explore how Webex Contact Center customers have leveraged Cisco solutions to achieve the right balance of assisted and unassisted support, improving both contact center efficiency and customer experience outcomes.