WebexOne 2024 Recap: Revolutionizing Customer Experience and Webex AI Innovations
Let’s look at the key highlights and innovations from the Webex Customer Experience portfolio at WebexOne 2024.
Sam Watson
5 minute read
Contents
At WebexOne 2024, we heard insights from visionary speakers, learned new skills in training labs, and saw the launch of new groundbreaking solutions that stand to revolutionize customer experience.
The Webex Customer Experience portfolio, our end-to-end solution set to deliver a seamless, integrated customer journey, was a headline attraction.
The future of customer experience is a frictionless world, where needs are anticipated, and interactions highly connected. We all know customers seek quick, efficient, human-like experiences that are hyper-personalized and intuitive at every step of their journey – the Webex Customer Experience portfolio allows you to meet these expectations, enabling a mix of proactive communications, self-service through powerful AI agent, and human interactions when necessary.
Not only were there major announcements linked to the products that define the Webex Customer Experience portfolio, but also engaging event experiences that demonstrated the portfolio’s capabilities for enhancing customer interactions. If you missed them, here is a recap of the standout innovations and experiences dedicated to customer experience from WebexOne 2024:
Introducing Webex AI Agent: A New Era of Self-Service
Customers today want self-service options that feel human, yet many virtual agents lack the intelligence to provide satisfying resolutions, instead relying on robotic interactions and rigid menus.
Our newly announced Webex AI Agent solves this CX challenge. The solution combines conversational intelligence, advances in Large Language Models (LLMs), and real-time automation to enable more authentic, human-like interactions that solve customer needs.
To build and customize your AI Agents, we have also announced a new design tool called AI Agent Studio, which lets businesses quickly create and deploy scalable, self-service workflows, making it easy to set up voice or digital AI agents in minutes. General availability is planned for early 2025.
Growing RCS adoption to drive powerful brand results
Many businesses use Webex Connect to engage with their customers over SMS, but the platform is helping businesses to transform their communication strategy and be where their customers are through future messaging channels. At WebexOne 2024, Rich Communications Services (RCS) took the spotlight.
Apple’s iOS 18 has brought RCS support to iPhones for the first time. This marks a significant step toward it becoming the leading digital standard for personal and business messaging. Business can leverage the rich capabilities of RCS, such as quick replies and carousels, to create interactive two-way experiences for promotional campaigns, reminders, alerts, and much more.
In addition, RCS helps to build customer trust through branded and verified profiles. The channel’s reach is predicted to grow exponentially as more carriers are expected to come onboard throughout the coming year.
Monitoring Enhancements within Webex Connect
When it comes to platform enhancements, one of the key highlights was the Watchtower Monitoring Dashboard, a powerful part of the platform’s intelligent enterprise controls. In its initial release, the dashboard offers monitoring for Transactions Per Second (TPS), tracking when limits are approached. Continuing to evolve, the dashboard now tracks webhooks, events, and third-party integrations, giving you the ability to diagnose resolve integration failures more efficiently.
Carnival Cruise Lines leads the way with AI-powered video communications
At last year's WebexOne, we announced the introduction of AI Outbound Video, showcasing how generative AI could be used to create personalized, interactive videos at scale.
At this year’s event, we were joined by Carnival Cruise Line, who are beta-testing the very first AI-powered video, powered by Webex Connect. They are using AI Outbound Video to streamline the passenger port experience, providing crucial information such as port navigation, itinerary, boarding instructions, and parking information.
This real-world application of AI video marks a significant milestone in bringing this concept to life and showcasing how it can be used to deliver personalized video experiences to customers at scale.
More customer experience innovations
To learn more about the great Customer Experience innovations announced at WebexOne, view our recent blog from, Jay Patel – SVP and GM of Webex Customer Experience Solutions. For a full rundown of everything we announced across the entire Webex portfolio, check out our What’s New recap here.
The Webex Cafe, featuring AI-powered ordering and automation
One of the most engaging experiences at WebexOne 2024 was the AI-Powered Coffee Bar, Webex Café, where attendees could order their coffee using Webex Connect and the new Webex AI Agent.
Webex Connect, our cloud communication platform, powered the ordering experience, allowing attendees to scan a QR code and be directed to Apple Messages for Business, RCS, WhatsApp, or WebChat, depending on their device, to place their order.
Leveraging the Webex Connect platform’s integration with Webex AI Agent, attendees could place their coffee orders through simple text messages, with the AI agent identifying intent and them responding in a humanlike, conversational manner as it completed their order. Once the order was complete, Webex Connect passed the order to the Webex Café baristas, sent a message with an estimated wait time, and then followed up with a notification when it was time to collect their drink.
This demonstrated how Webex Connect and Webex AI Agent can work together to deliver a seamless conversational experience, which can be applied to any use case a business may have.
A seamless booking journey for exclusive event experiences
The hands-on experience didn’t stop at the Webex Café. Attendees also had the chance to participate in exclusive experiences around the show floor like Webex for Apple Vision Pro, McLaren’s exciting “Play the Mechanic,” and Team DSM’s “Pedal with the Pros.”
To ensure that participating in these experiences was easy, intuitive and effective, we created a CPaaS-powered scheduling journey that allowed attendees to pick their desired time for each experience, all on one, branded channel of their choice.
After scanning the various QR code advertised through the event, users were directed to either Apple Messages for Business, RCS, WhatsApp, or Web Chat. From there, Webex Connect efficiently captured attendee information, displayed available appointment slots, and allowed participants to reserve their preferred times. Once booked, they could easily reschedule or cancel appointments, received timely reminders an hour before their session, and were given clear directions to each activation.
This hassle-free system ensured that attendees could take part in all the fun experiences without waiting in endless lines.
Elevate customer experiences by delivering fully connected, end-to-end customer journeys
WebexOne 2024 was testament to our vision for customer experience innovation. The event showcased the completeness of the Webex Customer Experience portfolio, demonstrating how it stands out through its advanced automation and orchestration, integrating data from every source, channel, touchpoint, and system to create hyper-personalized experiences that foster customer loyalty.
At Webex, we are laser focused on building the right solutions that have the power to transform customer experiences and move the business forward.
To assess how we can help you transform your customer experience goals into reality, request a live demo of our latest innovations and discuss your unique business needs.