In the competitive world of cloud collaboration solutions, Cisco’s Webex stands out as a leading provider by integrating artificial intelligence (AI) and machine learning (ML) to enhance productivity and user experiences. This innovative approach, supported by principles of security and privacy, removes barriers such as geography and language, enabling inclusive and efficient collaboration.
Cisco’s Webex AI (WxAI) team has focused their efforts on adding AI functionalities to their products, particularly to the Webex Contact Center. By integrating extensive language models (LLMs), the team has enhanced customer support through intelligent virtual assistants, natural language processing (NLP), and sentiment analysis. However, the growing complexity and size of these models posed challenges in scalability and resource efficiency.
To address this, Cisco migrated their LLMs to Amazon SageMaker Inference, improving speed, scalability, and cost performance. This migration not only allowed for advanced analysis of call transcriptions, but also optimized agent workflows and increased customer satisfaction. The segregation of LLMs and collaborative applications was key, preventing heavy infrastructure and resource-intensive processes from hindering the agile development and efficient deployment of new AI-driven features.
Generative improvements in Webex include the automation of meeting summaries, which identify action items and generate personalized notes. Furthermore, the productivity of contact center agents was optimized, as they now receive response suggestions based on customer context, thus improving service quality.
The impact of using SageMaker Inference has been significant. WxAI has gained advantages such as more agile development cycles, reduced costs, and greater innovation capacity, thanks to strategic alliances with AWS. Collaboration with AWS has also allowed Cisco to help refine key generative inference capabilities in SageMaker, optimizing costs and accelerating large-scale AI deployment.
This collaboration between Cisco and AWS promises to continue delivering AI innovations, continuously enhancing user experiences and optimizing operational activities for businesses. For more information on Webex innovations and capabilities, you can visit the official Webex blog.
Source: MiMub in Spanish
