Jay Patel

In this conversation, Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, delves into the transformative impact of AI on contact center roles. He highlights how AI enhances agent workflows with pre-call summaries and automation. For supervisors, real-time coaching and dashboards improve performance monitoring. Managers leverage topic analytics and sentiment analysis for better decision-making. Jay also discusses the rise of virtual agents, which offers customers proactive service experiences. This is a must-listen for anyone in customer service!