Chatbot integration with Webex Teams

Industry: Financial Services Region: EMEA Technology: UC/Webex Teams

Usage stickinessA well-known European bank began noticing its employees were not using its collaboration technologies to full potential. Worried that usage would continue to slip if the technology did not become easier to use, management decided to investigate the issue further.The bank found that most employees had a preferred collaboration technology and chose to stick with the platform they were most comfortable with. This limited interactions across platforms and created productivity gaps among employees. Integration was needed and the company wanted to find a way to get everyone using the same technologies.After initial discussions with Cisco’s CADI services team, the bank decided on a three-phase approach to integrate five different technologies into their then-current architecture. Those technologies included email, Webex Teams, Webex Meetings, co-browsing, and voice over IP (VoIP). Success in phases

Here’s how each phase was rolled out:Phase 1

Email form and routing was integrated with Cisco Unified Contact Center Enterprise (UCCE) and customized with a tailored reporting tool

Webex Teams was customized for a single-sign-on (SSO) experience and remote management

Webex Teams was also integrated with the bank’s Active Directory and Exchange platforms, Cisco Finesse application, and ISP portals

Phase 2

Webex Teams was integrated with UCCE for multi-channel purposes

Video call, co-browsing, and co-apping were integrated

Phase 3

Integration of semantic chatbox, powered by AI, with Webex Teams

Pre-production of Webex Teams modules for the realization of one-to-one outbound campaigns

In the end, the bank not only improved the number of employees using the collaboration technology; it also increased the number of customers who used it as well, including the AI-powered chatbox and video chat.