Author: Travis Mehlinger

Webex by Cisco is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, polling, asynchronous video and customer experience solutions like contact center and purpose-built collaboration devices. Webex’s focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Its solutions are underpinned with security and privacy by design. Webex works with the world’s leading business and productivity apps – including AWS. This blog post highlights how Cisco implemented faster autoscaling release reference.

This post highlights how Cisco implemented new functionalities and migrated existing workloads to Amazon SageMaker inference components for their industry-specific contact center use cases. By integrating generative AI, they can now analyze call transcripts to better understand customer pain points and improve agent productivity. Cisco has also implemented conversational AI experiences, including chatbots and virtual agents that can generate human-like responses, to automate personalized communications based on customer context. Additionally, they are using generative AI to extract key call drivers, optimize agent workflows, and gain deeper insights into customer sentiment. Cisco’s adoption of SageMaker Inference has enabled them to streamline their contact center operations and provide more satisfying, personalized interactions that address customer needs.