AI is no longer a futuristic concept – it’s a game changer for businesses today.
As businesses increasingly embrace AI, the results are clear: AI-driven solutions are transforming customer and employee experiences with faster service, improved collaboration, optimized workflows, and reduced costs.
In a recent customer survey, Webex sought to understand how AI is reshaping the landscape of customer experience and employee experience for our customers. We found that businesses are leveraging AI to streamline operations and enhance agent performance in contact centers, and to empower employees to embrace more productive workstyles.
The survey results offered valuable insights, showcasing the tangible benefits of these tools and their potential to further transform customer experience and workplace collaboration.
Customer Experience: More Effective Self-Service & Higher Satisfaction
AI-powered solutions like Webex’s AI Agent are revolutionizing customer service. AI Agent delivers smarter self-service that enables personalized, conversational interactions while optimizing workflows to improve experiences while reducing costs. Webex asked customers testing the AI Agent in their businesses for feedback. The impact is already clear: customers using Webex’s AI Agent see new opportunities for faster service, lower costs, and a significant return on investment.
Agent Impact: Boosted Efficiency & Service
The benefits of AI also extend to the Contact Center workforce.
By automating routine tasks and providing valuable support to agents, our AI Assistant enables agents to focus on more complex issues, enhancing productivity and delivering a better overall service experience.
Customers using the AI Assistant shared feedback on the positive impact it’s having on their agents’ performance and efficiency.
AI is transforming contact centers by driving significant improvements in speed and resolution quality. With faster response times, fewer escalations, and dramatically reduced hold times, AI is reshaping how customers experience service, delivering faster, more seamless interactions.
Employee Experience: Improved Collaboration & Productivity at Work
Nearly all respondents reported that Cisco devices help them enable a greater sense of presence and connection for employees, leading to improved collaboration and communication. We also heard from customers using the Cisco AI Assistant for Webex that employees are experiences more efficiencies at work and feeling more productive.
AI is not just enhancing productivity, it’s redefining how businesses operate, innovate, and compete. With AI-driven customer experiences, empowered employees, and smarter workplaces, organizations are unlocking new levels of speed, efficiency, and impact. The future belongs to those who harness AI to work smarter, serve customers better, and drive real business transformation. We are leading this revolution, helping businesses turn AI potential into AI power, today.
Download the full survey findings for Employee Experience and Customer Experience results.
*Webex AI Customer Survey conducted in February 2025
Aruna Ravichandran is SVP & CMO, Collaboration | SVP Product Marketing, Networking at Cisco.
Photo by Steve Johnson on Unsplash
