In customer service, agents often lose valuable time catching up on past interactions after a call drop or a handoff from an AI agent. They need to quickly understand previous discussions to better serve the customer.

The Cisco AI Assistant offers concise summaries of prior interactions, allowing agents to continue conversations seamlessly without needing to re-collect information. This immediate access enables agents to focus on delivering effective solutions, leading to faster resolutions and a more cohesive customer experience. Ultimately, it improves customer sentiment and boosts CSAT by preventing customers from having to repeat themselves or wait while the agent reviews unnecessary interaction details.

For information about all AI Assistant features, see Cisco AI Assistant for Webex Contact Center article.

Handle previously dropped calls

Customers find it frustrating to repeat themselves, especially after a call drop. Now, agents can pick up where the call left off, reducing frustration and handling time, while empowering agents to work more efficiently.

The Cisco AI Assistant provides a summary of the recently dropped interaction, detailing the reason for the call and the last action discussed. This enables agents to seamlessly resume the conversation.

The dropped call summary presents information about recent calls to agents. Please ensure that the customer's identity is verified before sharing any part of this summary with them.

1

On the task page of the Agent Desktop, change your availability to Available to accept incoming calls.

2

When you receive a customer call, click Answer in the incoming call popover.

A Cisco AI Assistant summary notification popover appears in the top-right corner. This notifies you that the conversation summary of the dropped call is ready for review.

3

Click on the notification popover to open the assistant, or directly click on the Cisco AI Assistant icon in the header to view the summary.

4

Review the summary to understand the reason for the call-drop and its context before the call was dropped.

Ensure that you verify the customer's identity before disclosing any information.

5

Provide feedback on the generated summary by clicking the Thumbs up or Thumbs down icon to indicate whether the summary is helpful.

6

Continue interacting with the customer to handle their queries.

7

When the call is handled, end the call.

Once the call ends, the call-drop summary will no longer be available in the AI Assistant widget.

Watch this brief video that demonstrates how AI-generated summaries can help you manage previously dropped calls more effectively.

Handle calls transferred from AI agent

More customers are turning to AI agents for issue resolution, but sometimes human assistance is needed.

The Cisco AI Assistant provides a summary of recent interactions, detailing the contact reason, transfer reason, and conversation context. This allows an agent to seamlessly continue the discussion with the customer and quickly provide a resolution.

1

On the task page of the Agent Desktop, change your availability to Available to accept incoming calls.

2

When you receive a customer call, click Answer in the incoming call popover.

A Cisco AI Assistant summary notification popover appears in the top-right corner. This notifies you that the conversation summary of the AI agent transfer call is ready for review.

3

Click on the notification popover to open the assistant, or directly click on the Cisco AI Assistant icon in the header to view the summary.

4

Review the summary to understand the reason for the call, the reason for the transfer, and its context before the call was transferred to the human agent.

5

Provide feedback on the generated summary by clicking the Thumbs up or Thumbs down icon to indicate whether the summary is helpful.

6

Continue interacting with the customer to handle their queries.

7

When the call is handled, end the call.

Once the call ends, the AI agent transfer summary will no longer be available in the AI Assistant widget.

Watch this brief video that demonstrates how AI-generated summaries can help agents manage calls transferred from AI agents more effectively.

Frequently Asked Questions (FAQs)

This section answers frequently asked questions from both agents and administrators about using the AI-generated summaries feature.

Agents

  1. Are all calls that meet the call drop criteria presented to agents?

    Call drop summaries are presented when a summary is available, the customer calls back into the contact center within a 24-hour window, the customer uses the same phone number (ANI) as the original call, and the call was longer than 30 seconds.

  2. If a call is transferred from an AI agent, but there is also a call drop summary available from a previous call, which summary will I see?

    In such a case, you will see both summaries.

  3. If there are multiple AI Agents as part of my flow, do I see multiple summaries?

    Yes, summaries from each AI agent interaction will be provided to the human agent, ensuring complete context for the call.

Administrators

  1. Are all calls that meet the call drop criteria summarized?

    Only calls that are longer than 30 seconds and meet the call drop criteria are summarized.

  2. Does recording need to be enabled for summaries to work?

    Yes, recording must be enabled.

  3. Can I enable this feature for specific agents, teams, or queues?

    Currently, AI-generated summaries are enabled at the organization level. There are plans to allow for more granular control, such as at the agent or queue level, in future updates.

  4. How can I tell if my organization experiences many calls of this kind?

    You can view the AI Assistant Analyzer report. There is a call drop summary table that provides details on how many call drops impact your organization, as well as the duration of these calls.

  5. How is billing handled for AI-generated summaries when they are not presented to an agent?

    Billing for these summaries occurs at the time of generation, not presentation. This means that even if a summary is generated but not viewed by an agent, it may still be included in billing.

Both

  1. Can you explain what you mean by a call drop?

    A call drop refers to a call that did not complete as expected, resulting in a termination type or reason other than "Normal," such as "Sudden Disconnect," "Abandoned," "Transfer Error," "System Error," or "Queue Timeout."