Vinod Muthukrishnan
VP and COO, Webex Customer Experience at Cisco
Expert insights
- You’re forced to memorize IVR trees. You’re made to wait. The systems don’t retain context. That’s not intuitive or human.
- The purpose of AI is to make customer experience more human. Your favorite human doesn’t make you wait, doesn’t make you repeat yourself, and knows what matters to you.
- We discovered one client added a minor surcharge in step three of checkout. It wasn’t the cost—it was the surprise. That surprise was generating calls.
- Automation is how you make sure the work gets done. AI is what ensures it gets done right.
- The ultimate contact center win isn’t handling your issue well—it’s preventing it entirely.