Improved productivity and efficiency start a revolution customer experienceartificial intelligence (AI) could change the future of work and commerce.
PYMNTS interviewed Javed KhanSenior Vice President and General Manager Cisco collaboration, you can gain deeper insight into this technology. Khan oversees her Webex product portfolio, which includes collaboration devices, the Webex suite, and more. He shared his own thoughts on how AI is already changing the work environment and what we can expect in the coming years.
“The common thread with most technological advances in history is that they can ultimately deliver significantly better experiences than before. AI is no exception,” Khan said. “In fact, we are already seeing the benefits that AI brings to the workplace and beyond, allowing us all to rethink the way we connect and collaborate.”
Mr. Khan was recently announced as an example of how Cisco is using AI to transform collaboration. Cisco AI Assistant. This tool aims to save your employees time by automatically providing meeting summaries and action items using Generative AI (GenAI).
“This solution improves the overall employee experience and increases productivity and efficiency,” said Kahn.
AI for customer experience
Khan pointed out that the impact of AI extends beyond internal collaboration in the workplace. AI will also be critical in shaping the customer experience and making it more personalized, efficient and responsive.
“Cisco's AI-powered Webex Contact Center can help businesses transform their customer service operations, resulting in higher levels of both customer satisfaction and employee productivity.” he says.
This transformation is especially important in the era of remote work. increasingly popular. As distributed teams become the norm, businesses face new challenges in ensuring seamless collaboration and keeping employees connected. Cisco's “Distance Zero” concept aims to remove the perceived distance and barriers between in-person and remote employees and shows how AI can bridge this gap This is an example.
“Imagine a meeting where, as a participant in a virtual meeting, you can see everyone's facial expressions, identify multiple conversations happening at the same time, and hear other attendees as clearly as if you were in the room. ” said Mr. Khan. “This is a game-changer for the hybrid work experience.”
Changes in the nature of work
But like any innovative technology, the rise of AI in the workplace has raised concerns about potential risks and challenges. One of the most pressing concerns is the potential for AI to eliminate jobs by automating certain tasks and processes. Some fear this will lead to more unemployment, while others argue that AI will eventually become widespread. create new opportunities and promote economic growth.
To address these concerns, Khan said Cisco is taking a proactive approach to ensuring its employees are responsive to the changing job market. The company encourages its employees to use the latest AI technology, allowing them to gain hands-on experience in real-world situations and improve their skills. Additionally, Cisco is collaborating with other companies, research institutions, and governments to advance AI innovation and shape the future of work.
One such initiative is AI-compatible ICT human resources consortiumAccording to a previous PYMNTS report, Cisco is leading this effort alongside other technology industry partners. The consortium aims to find new ways to train and improve workers' skills in AI technology.
“The goal is to help workers find and access relevant training programs and connect businesses with skilled, work-ready workers,” Khan said.
according to Last year's report According to PYMNTS, GenAI technologies such as OpenAI's ChatGPT have the potential to significantly improve productivity, but they also have the potential to disrupt the job market.
According to a study by Goldman Sachs, automation could impact 25% of jobs in the US and Europe, particularly in the legal and government fields. Approximately two-thirds of jobs in these regions will be impacted to some degree by AI automation.
Nevertheless, the majority of employees will likely retain their roles and less than half of their tasks will be automated. Only 7% of U.S. workers are in positions where AI can automate more than half of their jobs, which could lead to job losses.
Another key challenge in the AI era is maintaining privacy and security. As AI systems become more sophisticated and integrated into our daily lives, the risk of data breaches and misuse becomes more pressing. Cisco has developed a Responsible AI Framework that focuses on security, privacy, and human rights as core aspects of AI governance and product development.
“At Cisco, we value the power of AI to enable an inclusive future for all. We also believe that by applying this technology, we can help reduce potential harm and protect trust. We also recognize that there is,” Khan said.
AI and the future of work
Looking ahead to the next decade, Khan predicted that AI will become ubiquitous, working invisibly in the background to improve the employee and customer experience.
“In 10 years, AI will be in almost every technology imaginable, but no one will be talking about it. It will extend the employee and customer experience beyond what is possible today. It works in the background (invisibly) while improving it,” he said.
Khan noted that Cisco is embracing changing work patterns. Over the past three years, Cisco has revamped its offices in New York, Chicago, Atlanta, and Paris by designing “zero distance” spaces. This is a concept where devices can remove the perceived distance and associated barriers between in-person and remote employees.
“Previously, only 30% of our meeting rooms were video-enabled, but now 100% of all workspaces, including conference rooms, huddle spaces, and open ideation spaces, are equipped with the latest Cisco video technology. “Great video is now available for everyone to experience.”
Many observers say the potential benefits of AI in the workplace are huge. AI frees up employees by automating routine tasks and processes To focus on more creative and strategic work. It also enables faster and more accurate decision-making, improves communication and collaboration, and improves the employee and customer experience.
Khan pointed out that the rise of AI in the workplace is not about replacing human workers, but rather enhancing human capabilities and enabling them to do their best work.
“In an AI-first world, human interaction will be more important than ever,” he said. “That's why we help companies deliver great experiences in the interactions that matter most, creating a place where technology meets humanity and work is more than just a place, it's an experience.”
