Cisco’s chief customer experience officer, Liz Centoni, described AI adoption as “surgery without the drugs,” highlighting its difficulty. Cisco learned that simply adding AI to existing workflows didn’t solve core issues, leading them to implement intelligent routing for support cases, achieving an 88% first-time correct engineer assignment rate. Cisco’s chief customer experience officer, Liz Centoni, described AI adoption as “surgery without the drugs,” highlighting its difficulty. Cisco learned that simply adding AI to existing workflows didn’t solve core issues, leading them to implement intelligent routing for support cases, achieving an 88% first-time correct engineer assignment rate.
