Webex by Cisco has announced new AI-powered features within the Webex Contact Center to enhance the well-being and productivity of agents, ultimately improving the overall customer service experience.
"At Webex, we are embracing agent wellness as a core value to contribute to a more compassionate, inclusive and progressive business culture. Our commitment to nurturing the well-being of agents means that businesses can build a foundation for growth, empower innovation and provide exceptional experiences to their customers," said Jeetu Patel, Executive Vice President and General Manager, Security and Collaboration, Cisco.
Webex has also recently been enhanced with collaboration and communication tools to tackle common challenges such as poor quality due to limited bandwidth.
New Webex Contact Center enhancements
AI-powered agent burnout detection allows businesses to proactively address agent well-being by automating breaks, like a "Thrive Reset," and providing real-time coaching after challenging customer interactions.
The suggested responses feature utilizes generative AI to automatically propose responses, increasing agent productivity when addressing customer inquiries through digital channels.
Conversation summaries and wrap-ups offer agents a concise summary of issues and solutions previously explored via self-service and provide both the agent and customer with a summary of the call or chat once it concludes. Agent wrap-ups automatically generate codes and actions following each customer interaction, saving agents an average of five minutes.
Coaching highlights create a dashboard for supervisors to display the best and worst customer-rated interactions. It then automatically summarizes the highest-rated interactions and provides coaching tips for supervisors to train their team members based on these findings. Similarly, it captures the key points from the lowest-rated interactions, allowing supervisors to provide targeted coaching to underperforming agents.
Webex Customer Experience Essentials
As organizations increasingly recognize the importance of involving employees across the board to address customer needs, they face the challenge of connecting these knowledgeable employees across the customer journey.
To address these challenges, Webex is introducing - Webex Customer Experience Essentials - a solution designed to help employees deliver the best possible customer experience, extending the core essential features of the Webex Contact Center to users of Webex Calling.
This enables employees outside the traditional contact center to become specialized agents, resulting in quicker issue resolution and enhanced customer satisfaction, potentially eliminating the need for customers to make additional calls.
Additionally, it provides a better understanding of customer issues that require escalation outside of the contact center, as well as a more streamlined and context-rich engagement process for back-office employees when addressing escalated customer issues.
Thrive Global integration
Webex is strengthening its collaboration with technology company Thrive Global to incorporate Thrive Reset into the daily workflow of contact center agents. This will decrease agent turnover, enhance productivity, and integrate Thrive Reset with the Webex Contact Center. Intradiem is another contact center provider that has recently integrated Thrive Reset to help agents relax.
Thrive Reset offers contact center agents a way to break free from the harmful effects of accumulated stress and shift from the body's "fight or flight" mode (sympathetic nervous system) to the relaxation mode (parasympathetic nervous system).
The solution comprises a vast library of 60-second videos, each featuring various activities such as stretching, controlled breathing, mindfulness exercises, and expressions of gratitude. These videos contain calming visuals, natural scenery, and the latest stress-relief techniques. Additionally, they include a guided breathing component that assists users in regulating their breath, centering themselves, and preparing for their next customer interaction.
Webex and Thrive Global are leveraging real-time AI technology developed by Webex to offer contact center agents an opportunity for reflection, rejuvenation, and a break from the cycle of accumulating stress. When Webex's AI-based analysis detects situations that may lead to agent burnout, it automatically schedules a break for the agent. During this break, a 60-second Thrive Reset video is provided to help the agent reset and relax before their next customer call.
The latest features of Webex Contact Center are currently under development and have not yet been released for general use.
