Dive Brief:

• Cisco plans to enhance customer experience solutions, devices and its video conferencing platform Webex Suite with ML technologies, automation and generative AI features, the company announced Tuesday.
• AI-enabled facial and gesture detection will allow video conferencing devices to automatically deploy “be right back” messages when users are off-camera and optimize lighting and camera angles using facial, gesture and voice recognition capabilities, the digital communication and networking company said.
• The announcement comes as Zoom, a competitor in the video conferencing space, onboarded OpenAI features. Google and Microsoft are also integrating generative AI into search and enterprise applications.

Dive Insight:

Webex Calling surpassed the 10 million user mark, up from six million last year, the company said.

Leveraging AI, including the large language model behind ChatGPT, is key to the company’s strategy, Jeetu Patel, EVP and GM of security and collaboration at Cisco, said in the announcement.

The AI-related updates focus on improving the experience for both in-person and remote meeting participants as well as those who might have missed the meeting altogether.

RoomOS relies on automation to provide a more cinematic experience for in-person meetings, ensuring participants are seen and heard when presenting, the company said. A new feature allows IT admins to create meeting zones with virtual boundaries that focus only on people within a defined perimeter.

New Webex Contact Center features include AI-enabled call transcript data summations, a real-time agent coach to improve customer service and automated chat summaries. Users can also direct the AI to complete various functions, such as validating an email address, according to Cisco.

In addition, the company introduced the first set of Cisco screen consoles compatible with Microsoft Teams, including AI-enabled audio and video tools. The Webex Connect communication platform will include new integrations with Apple Messages for Business, the company said.