Who We Are
Our goal on the Cisco Customer Experience CDI AI&ML team is to change the way Cisco helps customers, sellers, and partners by applying real data driven systems that are controlled using Artificial Intelligence and Machine Learning. Our mission is to better understand and predict customer/seller/partner needs and problems, so that we can provide a better experience for everyone interacting or working with Cisco.
Why This Website
This website was created to showcase how the Cisco CX AI&ML team is changing the game of customer experience. In it, we describe the projects, methods, and deep technical capabilities of the CX AI&ML group. We are currently compiling all of the work we have done into web pages and blog posts to share with the community interested in AI&ML, and the future of customer experiences.
Focus Areas
Customer Projects
Seller Projects
Partner Projects
Customer Projects
We aim to totally revolutionize the way Cisco understands its customers, and how customers interact with Cisco. Our mission is to develop automated, continuous data pipelines to track, measure, and optimize every aspect of the customer experience. We apply AI to revolutionize and scale the customer experience so that we can deeply understand every customer’s needs, and provide them with the best resources possible to achieve their business goals. We track and measure customer interactions through social media, email, Cisco.com, etc… and proactively provide the most relevant resources to each and every customer. We help customers by providing AI driven customer journeys, content recommendations, dynamically driven advice, and many other ways. We succeed when our customers succeed.
Seller Projects
Sellers play an important role in the customer journey. Sellers act as the gateway to linking customers with the products and services they need to grow their business. Sellers need to deeply understand customers, their needs, their business use cases, and their roles. We aim to provide sellers with AI driven information about customers so they can quickly provide customers with the products and services that will add value to their business. We help sellers by providing them with ranked seller leads, customer contactability scoring, customer prefrences and profiling information, and etc… Our customers succeed when sellers can quickly and simply connect customers with the products and services they need.
Partner Projects
Partners act as the glue between customers and Cisco. Partners are on the front lines with supporting customer needs. Cisco needs to be able to support partners with the insights and capabilities necessary to provide impactful customer experiences. However, every partner has different needs, and different capabilities. How can Cisco provide deep value to partners through data in a scalable way? Our team aims to provide partners with the AI&ML driven systems necessary to understand their customers and provide deep value. By strengthening partners through data driven insights, customers have more meaningful experiences, which grows both Cisco and its parners.
Unofficial Blog
This blog was created to showcase the work being done within the Customer Experience (CX) org at Cisco by a select group of data scientists. Our motivation is to espouse the capabilities that AI and ML can bring to all aspects of businesses and how they serve and interact with their customers. While much of our work revolves around applying AI and ML for improving customer experiences, we work on projects that span the realm of technical data science domains that can be applied well beyond customer experience. Our goal is to reach technical practitioners attempting to understand how to apply the techniques of AI and ML to business domains, and to the tech savy business leads looking for some guides as to how AI can be leveraged to gain real business value. Please note that this is not an official Cisco company blog. This blog does not speak for Cisco and will not articulate Cisco’s position on anything. We want to share our experiences with data, methods, approaches, tools, platforms, ideas, etc… to stimulate technical professionals into thinking deeply on how to bring AI and ML into every aspect of business. We want to share everything we’ve learned with the wider community of technical professionals. Thanks for visiting!