Cisco Support Services Enters its GenAI Era

AI is THE most talked-about technology of our lifetime, with a staggering 84 percent of companies expecting it to impact their business significantly. While some go as far as debating visions of a Her-inspired AGI future, most of us have one simple expectation of our AI-infused future: "Give me access to personalized information, simplify and automate tactical tasks, and free up my time to work on complex, creative projects."

This is precisely how Cisco has envisioned the new era of our Support Services: solving problems faster, better, and right the first time.

Generative AI allows us to bring personalized self-service experiences to our customers, accessible everywhere they go for support. Even further, it makes Cisco engineers super-human with suggestions for their next best action, helping them keep cases updated with the current status, adding image analysis directly to case notes, and more.

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Cisco Support Assistant available on your browser

The personal assistant for Cisco Technical Assistance Center (TAC) cases now has a Cisco Support Assistant extension that allows you to get everything you need without ever leaving your browser. Gone are the days of leaving the controller to look for answers on Cisco.com articles or visiting the Support Case Manager. You can now access the full breadth of TAC's intellectual capital and get guided workflows through the browser extension.

Better yet, the extension is context-aware. When you ask the Cisco Support Assistant a question, it dynamically understands the context of the product you are troubleshooting, recognizes the user, and understands your access level. It can auto-check for bugs, send you proactive alerts and analytics, and generate step-by-step workflows. You can cross-launch for cases open on Cisco.com, upload files directly from the product, and open a case with the context of your device prepopulated for you. It'll even enable you to create a screen recording of your issue, which you can seamlessly add to your case.

Now you can access the key TAC features, supercharged by GenAI, without ever leaving your browser.

The extension is available now from the Chrome Webstore, supporting Cisco.com, Cisco Secure Firewall, and 9800 Wireless Lan Controller, with more products coming soon.

Download the Cisco Support Assistant extension.

Personalized chat experience

Our investment in GenAI-based innovations is improving your experience no matter where you go for support. That includes the place where most of us meet in the hybrid world: Webex Meetings. GenAI broadens the questions handled by the Webex Chat Assistant, getting you the right answers faster. You get personalized answers for 'how-to' questions, while our engineers are freed up to spend more time with you on the most complex issues. Plus, the Webex Chat Assistant has been optimized to be context-aware of your application, device, and persona and can predict your questions.

Personalized responses from the Webex Chat Assistant are already available today, with GenAI-enabled updates coming later this year.

Super-human TAC engineers

As we established above, the AI era is going to be defined by intelligent automation, where humans will be spending time on more complex issues. This 'partnership' is a concept we have piloted internally in TAC by incorporating GenAI straight into the engineering workflow. Once a support case has been created, the AI Assistant generates a prompt from the case data, recommends the next best actions, predicts customer sentiment to ensure we're meeting expectations, and provides detailed root cause analysis at the end of a case. Our TAC engineers can resolve customer challenges faster for a better, more consistent support experience.

Watch this video to find out more:

Cisco TAC and Generative AI

The new era of support, at every TAC touchpoint

No matter how you want to access support, we are bringing the power of AI to enhance your experience.

Our goal is to move from helping you solve your problems to driving prescriptive outcomes, where we identify the ideal solution and guide you to implement it. Spend less time on the tactical tasks you have to do and focus instead on the strategic projects you want to do.

Visit the Cisco Support Assistant for more.

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