The AI-Powered Evolution of Customer Support with Cisco’s Jay Patel

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI transforming the customer service experience? 
2. How is AI improving self-service options for businesses? 
3. Will AI ever fully replace human customer service agents? 
4. How can AI help reduce burnout and attrition rates among contact center agents? 
5. What risks should companies watch out for as they adopt AI in customer service?

Top Takeaways

• Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents.

• Many customers still prefer to call customer service, despite companies offering self-service options. In this year’s Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent. 

• Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently. 

• While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations “just like humans,” allowing customers to get resolutions without waiting for a human agent to become available. 

• Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use.  

• AI just doesn’t help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don’t need to repeat themselves, and it can give agents the information they need to solve the customer’s problems efficiently. 

• As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services. 

• Jay Patel shares information about Cisco’s WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology. 

• Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in!

Quotes:

“We’ve been speaking  a lot longer than we’ve been typing, and I think the most profound technology change we’ll see soon is that machines will be able to understand us through voice.” 

“I don’t see a human-less contact center. Technology today is going to augment organizations’ ability to serve customers better, but there will still be a need for humans, websites, and even physical locations.”  

“Attrition in contact center agents is high because people often get burned out. AI will help detect agent stress, enable better coaching, and hopefully lower attrition by making the job itself more interesting and fulfilling.”

About:

Jay Patel is the Senior Vice President and General Manager of Cisco’s Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.