Cognitive Collaboration Highlights Amy Chang’s Enterprise Connect Keynote
Enterprise Connect 2019 took place at the Gaylord Palms in Orlando, Florida. This important conference focuses on the latest systems, software, and applications for enterprise communications and collaboration. Amy Chang, Senior Vice President of Cisco’s Collaboration Technology Group, delivered one of the keynote addresses, in which she introduced Cognitive Collaboration, and announced other exciting news in the Cisco Collaboration space. If you missed Amy’s presentation, here are the key takeaways:
Cognitive Collaboration is Here!
Cognitive Collaboration is the X factor in the new Cisco Webex. Essentially, Cognitive Collaboration will act as a personal assistant for Webex participants by providing the context they need for meetings. Cisco wants to return the human element to the collaboration experience. Intelligence and context, woven throughout all collaboration experiences, will gather pertinent news items, social media feeds, notable accomplishments by the individual or the individual’s company, as well as earnings reports and other important information participants can refer to during meetings. The intelligence and the context will prepare them as much for icebreakers as it will for business matters.
According to Amy Chang, Cognitive Collaboration is active for all users running the new Webex. Users can turn it on within the Webex Control Hub. Talk to your Webex administrator today!
Intelligence and Context within Contact Center
Cisco’s Collaboration Group is helping users explore what Artificial Intelligence and Machine Learning can do on top of the cognitive data. “What happens when this level of intelligence and context makes its way across meetings, messaging, and calling into devices—both video and audio—and then into Contact Center?” Amy Chang asked the Enterprise Connect attendees.
Using an example of Stanford University, Amy showed how this type of intelligence could be used to identify “Rising Stars” in their respective industry to increase the university’s endowment. The Rising Stars algorithm looked at hundreds of factors against a standard deviation up off the cohort norm to find the Stanford alumni with the most career prominence. Using AI/ML and market intelligence, Stanford can connect with those alumni on the rise in their careers.
Cisco is applying the same Rising Stars analysis within Contact Center to determine potential customer lifetime value. Using this information allows companies to measure lifetime customer value and make intelligent routing decisions based on current and future spend, loyalty, and other important factors. It’s all about customer experience and connecting the customer to the appropriate agent every single time. Intelligence and Context within the Contact Center will make it happen.
Amy Chang promised that “you will see us make hit after hit after hit inside Contact Center.” Cisco’s goal is to really change how we view the customer experience.
Artificial Intelligence Powered Webex Room Kit Mini
Did you know Cisco collaboration devices are already A.I. powered?
One of the latest trends in the enterprise is utilizing Huddle Rooms to make it easier for teams to collaboration. To meet this trend, Cisco introduced the Webex Room Kit Mini. The A.I. Powered Room Kit Mini brought facial recognition, active framing, and advanced telemetry to huddle rooms for an affordable price. Facial recognition identifies participants at the start of a meeting. Active framing aids meetings in open spaces. The Cisco Oslo team highlighted several other features, including facial recognition, a diagnostic mode to help the administrator manage any video-related issues during the meeting, and the fact that it is the fasting ramping collaboration endpoint on the market.
Serving Customized Experience to Customers
Near the conclusion of Amy Chang’s keynote she covered developer tools, the developer ecosystem, and how Cisco enables partners and developers to serve customers in a more customized way—industry by industry and vertical by vertical. She showed how a healthcare solution leveraging Cisco Jabber and Apple iPads is transforming patient care and Telehealth with a life-saving program for babies. In her example, newborns recovering from surgery were able to be at home with mom while connecting with doctors remotely to keep tabs on their health and recovery post-surgery.
Amy reiterated Cisco’s promise to simplify technologies, unify the collaboration portfolio, and to offer inter-operability for the software customers and partners already use. They’ve kept those promises. Webex now integrates with Microsoft, iOS, and Google Cloud. Users can import documents from One Drive into Webex Teams, as well as join meetings from Microsoft Teams, so everyone can share, tweak, and review. Webex integrates with iOS, and users can join meetings with one tap. Integration with Google Cloud makes scheduling and joining Webex meetings simple and intuitive.
“Our mission today was to tell you what we have for you today, tomorrow, and for many tomorrows to come,” Amy Chang concluded. “We are…excited to make Cognitive Collaboration a reality; to have intelligence and context slip-streamed into Webex across calling, messaging, and meetings; into our devices across phones and video and into Contact Center where it is going to change the game. You are going to see hit after hit from us for the next 18 months because that’s how we deliver on this vision to create cognitive collaboration that just works.
“That’s our promise to you.”