Chang Chang — Senior Director, Product, Cloud CX Solutions, Cisco (Webex Customer Experience Solutions)
Published:
A good example, one of our large customers right now that is using our WebEx AI agent is already seeing 66 % reduction in incoming calls and reducing human intervention at the end of the day, which is dramatically lowering operational cost. At another customer, we’re already seeing the work processing time going from a 24 to 48 hour turnaround down to just a few hours. They’re quoting a 90 % reduction in work time in some use cases.
What does Chang Chang say on The Agile Brand with Greg Kihlström?
Chang Chang, Senior Director, Product, Cloud CX Solutions, Cisco (Webex Customer Experience Solutions), says: In this episode Chang Chang, Senior Director for Cisco’s Webex Customer Experience Solutions, discusses how AI is transforming contact centers from reactive cost centers into proactive experience engines. He covers measurable ROI from AI deployments, the evolving role of human agents toward empathy and AI collaboration, implementation best practices including change management and data quality, and a future vision of autonomous multi-agent ecosystems enabling proactive, personalized customer interactions.
From: The Agile Brand with Greg Kihlström
Cite as: Chang Chang. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/chang-chang-a-good-example-one-of-our-large-customers-right-now-that-is