By increasing productivity and performance To bring about a revolution Customer experiencesArtificial intelligence (AI) could reshape the future of work and commerce.
Interviewed by PYMNTS. Javed KhanSenior Vice President and General Manager of Cisco CollaborationTo gain deep insight into this technology. Khan oversees the Webex product portfolio, including collaboration tools, Webex Suite, and more. He shared his thoughts on how AI is already changing the work landscape and what we can expect in the coming years.
“One commonality with most technological advances in history is that they ultimately provided a significantly better experience than what came before. AI will be no different,” Khan said. “In fact, we’re already seeing the benefits that AI can bring to the workplace and beyond, empowering us all to rethink how we connect and collaborate.”
An example of how Cisco uses AI to transform collaboration came to light recently, Khan said. Cisco AI Assistant. The tool aims to help employees save time by providing automated meeting summaries and action items using Generative AI (GenAI).
“This solution results in a better overall employee experience, increased productivity and efficiency,” Khan said.
AI for Customer Experience
Khan pointed out that the impact of AI goes beyond internal collaboration in the workplace. AI will also be critical in shaping customer experiences, making them more personal, efficient and responsive.
“Cisco’s Webex Contact Center, equipped with AI, can help businesses transform their customer service operations, resulting in both higher customer satisfaction and higher employee productivity,” he said.
This change is especially important in an era where remote work is taking place. Increasingly common. With distributed teams becoming the norm, companies face new challenges in ensuring seamless collaboration and maintaining a sense of connection among employees. Cisco’s “Distance Zero” concept, which aims to eliminate the perceived distance and barriers between in-person and remote employees, is an example of how AI can help bridge the gap. .
“Imagine a meeting where you, as a participant in a virtual meeting, can see everyone’s facial expressions, multiple simultaneous conversations, and other participants,” Khan said. heard as clearly as if you were in the room,” Khan said. “This is a game changer for hybrid work experiences.”
The changing nature of work
However, as with any transformative technology, the addition of AI to the workplace raises concerns about potential risks and challenges. One of the most vexing issues is the potential for job displacement, as AI automates certain tasks and processes. While some fear it could lead to mass unemployment, others say AI will eventually Create new opportunities and promote economic growth.
To address these concerns, Khan said Cisco is taking a proactive approach to ensure its workforce is ready for the changing job market. The company is encouraging its employees to use the latest AI technologies, allowing them to gain practical experience and develop their skills in a real-world context. Additionally, Cisco is collaborating with other companies, research institutions and governments to innovate in AI and shape the future of work.
One such move is AI-Enabled ICT Workforce Consortium, which Cisco is moving forward with, along with other tech industry partners, according to PYMNTS’ prior reporting. The consortium aims to find new ways to train and improve workers’ skills in AI technology.
“The goal is to enable workers to find and access relevant training programs and connect businesses with skilled and job-ready workers,” Khan said.
According to one Report last year From PYMNTS, GenAI technologies like OpenAI’s ChatGPT can significantly increase productivity but also disrupt the job market.
Goldman Sachs research suggests that automation could affect 25% of jobs in the US and Europe, particularly in the legal and administrative sectors. In these regions, nearly two-thirds of jobs are susceptible to AI automation to some degree.
However, the majority of employees will likely retain their roles, with less than half of their jobs being automated. Only 7% of US workers are in positions where AI could automate more than half of their duties, leading to job displacement.
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 continues to grow. Cisco has developed a responsible AI framework focusing on security, privacy and human rights as core aspects of its AI governance and product development.
“At Cisco, we appreciate that AI can be leveraged to power an inclusive future for all. We also recognize that by using this technology, we have a responsibility to Let us minimize the potential damage and maintain confidence,” Khan said.
AI and the future of work
Looking ahead to the next decade, Khan predicts that AI will become ubiquitous, working invisibly in the background to enhance the employee and customer experience.
“In ten years, AI will be deployed in almost every piece of technology you can think of, but no one will be talking about it. That’s because it works in the background. will — invisible — while helping to improve the employee and customer experience beyond what is possible today.
Khan notes that Cisco has embraced the change in work style. Over the past three years, Cisco has redesigned its New York, Chicago, Atlanta and Paris offices by designing ‘Distance Zero’ spaces, a concept where devices bridge the perceived distance and connection between in-person and remote employees. Can remove obstacles.
“Where previously only 30% of our conference rooms were video enabled, now 100% of all workspaces, including conference rooms, huddle spaces, open ideation spaces and more, all have the latest Cisco video technology to ensure “Everyone has an extraordinary experience,” he said.
Many observers say the potential benefits of AI in the workplace are enormous. By automating routine tasks and processes, AI can free up employees. To focus on more creative and strategic work. It can also enable faster and more accurate decision-making, improve communication and collaboration, and enhance the employee and customer experience.
Khan pointed out that the rise of AI in the workplace is not about replacing human workers but about enhancing their capabilities and empowering them to do their best work.
“In an AI-first world, human interaction matters more than ever,” he said. “That’s why we’re empowering businesses to deliver extraordinary experiences for their most important interactions, creating spaces where technology meets humanity and where work is an experience, not just a place. ”