What does it mean to create a predictive customer experience?
It means finding the right resource—whether it’s a person or information—at the right time, based on conversations as they happen. And then using that information to solve problems on the first try.Let’s say a customer reaches out to a contact center using chat. As they communicate with an agent, Cisco Answers—powered by AI—listens to the conversation and suggests relevant articles and solutions to the customer’s problem in real time. But what happens when we take it one step further? What if we used AI and machine learning to predict the customer’s issue and send them a solution before they even know they have a problem? This is where the magical moments begin.Cisco is weaving artificial intelligence into the contact center tohelp you go beyond bot self-service capabilities and agent efficiency.With the right technology, you’ll have personalized, predictive,and proactive interactions with your customers that will drive theirloyalty and lifetime value.
