Remodeling Buyer Expertise with Cisco AI Chatbots



Chatbots are a rising assist mannequin. With the appearance of synthetic intelligence and machine studying, chatbots can usually present resolutions to points quicker and extra precisely than human assist brokers. In response to Enterprise Insider, 40% of web customers worldwide desire interacting with chatbots as an alternative of human brokers just about. By 2024, Insider Intelligence predicts that spending on chatbots worldwide for shopper retail alone will attain $142 billion—in comparison with $2.8 billion in 2019.  It’s now widespread to seek out chatbots on retail, healthcare, and company web sites and cell apps. Chatbots might be designed to offer various kinds of experience and performance. When correctly skilled, they’re superb at offering solutions to particular queries. They automate widespread duties, scale back time to service, and improve effectivity and buyer satisfaction.  

If an individual can not inform whether or not a response is coming from a machine or a human, then a bot has handed the Turing Take a look at. The largest problem for chatbots has been understanding the nuances of human language, particularly technical jargon.  With developments in machine studying and deep studying with transformative algorithms like Bidirectional Encoder Representations from Transformers (BERT), chatbots now generally carry out higher than many people in understanding written intent.  It’s additionally simpler than ever to create chatbots, with minimal programming essential. Merely present examples of interactions and a bot learns for itself learn how to reply.  

The Cisco Networking Chatbot   

The Cisco Enterprise Networking staff foresaw a necessity for a chatbot to streamline assist work and make it extra environment friendly.  The Cisco Networking Bot (cnBOT)  is designed to empower inner assist personnel, clients, friends, and companions by offering digitized Cisco product data in an intuitive method. cnBOT has skilled overwhelming development, with hundreds of customers and 10s of hundreds of queries.  

The cnBOT is out there on the net, on product assist pages, through the cnBOT Webex Crew House, and through the Cocoa Bot interface. cnBOT can also be supported by analytical modules and helps generate leads for product gross sales and migration providers.  

The cnBot (Determine 1) is a cloud-ready product that makes use of microservices constructed with scalability in thoughts. Its options might be prototyped rapidly and independently, and its reliability is unmatched due to its distributed processing structure. As a local cloud utility, the cnBOT has built-in resiliency.  

Determine 1. Cisco Networking BOT Options


For an instance of the cnBOT in motion, a request for details about Cisco Catalyst 9000 Collection software program compatibility generates a hyperlink to the matrix proven in Determine 2 and different associated hyperlinks. 

Figure 2. Cisco Networking Chatbot Use Case: Cisco Catalyst 9000 Compatibility
Determine 2. Cisco Networking Chatbot Use Case: Cisco Catalyst 9000 Compatibility

One other instance of the cnBOT in motion is in response to a question about migrating from the Cisco Prime Infrastructure (PI) to Cisco DNA Middle. A high-level migration process record is displayed (Determine 3) with a immediate on the finish to do a self-guided migration. 

Figure 3. Cisco Networking Chatbot Use Case: Migration from Cisco Prime to Cisco DNA Center
Determine 3. Cisco Networking Chatbot Use Case: Migration from Cisco Prime to Cisco DNA Middle

Future Growth 

The cnBOT began as an thought to facilitate Tier 2 workflow automation, scale back time to get vital data and supply a tighter integration loop with stakeholders — though the chance and scope might be a lot broader. Various use instances and completely different audiences might be served by the cnBOT.  We’re working with a number of teams at Cisco to combine their workflows into the cnBOT and searching for methods the chatbot can present providers by way of different bots at Cisco, together with the CX Cloud bot, so clients might be supplied with seamless assist experiences whatever the questions they ask.    

The cnBOT can be utilized for different varieties of communications, together with voice enter and output, like Apple’s Siri. It may well additionally present collaborate providers like push notifications. Additional funding will allow analysis into how clients use the product and learn how to mitigate ache factors of their interactions. Longer-term, we anticipate creating many further providers for the cnBOT, together with providing a standardized platform for simple integration.  

Chatbots are right here to remain and can get smarter.  Bots in gaming have beat a number of the finest human gamers on the earth with just some hours of coaching. Machines are getting a lot better at understanding human language (generally higher and quicker than people). Extra interactions with bots await us all, for better effectivity and quicker service that improves buyer confidence in Cisco services. 


Try Cisco Networking Bot to expertise it firsthand and provides your suggestions at [email protected]