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Cisco Webex can now tell if a contact center employee is burnt out

Cisco’s AI will help you look after your call center agents

Anurag Dhingra, SVP, CTO and Head of Engineering, Collaboration at Cisco, spoke about the new burnout detection with VentureBeat: “This is where we’re applying AI to predict when an agent is getting burned out and that is starting to affect the quality of interactions that they’re delivering to customers.”

Cisco envisions artificial intelligence helping managers recognize burnt-out workers and give them breaks, boosting their mood and productivity and improving customer experiences.

At the same time, Cisco revealed more AI-powered tools in a bid to keep up with rivals like Microsoft Teams, Google Meet, and Zoom.

More broadly, Cisco has enhanced its AI Assistant for Webex with real-time message translation across chat spaces and messaging channels, with support for more than 100 languages.

Despite its efforts to protect overworked agents, the company jointly announced with Ford on the same day that it would be bringing Webex to certain newer Ford and Lincoln models, including AI-powered background noise reduction, in order to let workers be even more connected with colleagues.

This comes a month after the video conferencing tool made its way into new Mercedes E-Class models, and illustrates a broader trend toward constant connectivity – Tesla owners have been able to use the Zoom app in some models for even longer.

Jumping ship to avoid the war room

The research, conducted by Dynatrace, found that less than a third (29%) of organizations use a single unified platform, along with the same data for both monitoring and managing digital services, which results in IT teams and third-parties working from their own version of events when things go wrong.

This lack of observability results in a blame game between IT teams and service providers, as neither are operating from the same data, in turn leading to the war-room-style meetings in order to piece together what went wrong, who was at fault, and what can be done to remediate the issue.

While the data is based on a small survey conducted at a cloud innovation event in Europe, the data points to a significantly larger problem within the IT industry. Rob Van Lubek, Vice President, EMEA at Dynatrace, said, “War rooms are an extremely negative approach to resolving problems, and against the backdrop of continued skills shortages, can significantly deepen resourcing challenges for many organisations.”

“What looked like ‘business as usual’ five years ago is no longer acceptable for many IT professionals, who reassessed their work-life balance during the shift to hybrid working. The high-stress environment of war rooms and the looming threat of emergency conference calls at any hour of the day can lead to a disenfranchised and disengaged workforce that is constantly on the lookout for their next employer.”

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