Company: Cisco Systems, San Jose, CA
Company Description: Cisco offers a wide industry-leading portfolio of products and services in the areas of Networking, Data Center, Security, Collaboration, Internet of Things, Cloud management that allow to securely connect industries and communities.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Customer Service Solution
 Nomination Title: Cisco’s SR Health: Transforming Customer Service and Proactively Improving Customer Experience
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
July 2021
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 349 words used.
Cisco’s Service Request (SR) Health is a cutting-edge, AI-driven solution designed to proactively improve customer experience by leveraging Machine Learning (ML) and Natural Language Processing (NLP). SR Health predicts customer sentiment in real-time by analyzing customer interactions and various service metrics, transitioning from reactive to proactive service support. This innovation empowers Cisco’s Technical Assistance Center (TAC) teams to prioritize customer satisfaction throughout the service request lifecycle, from acceptance to resolution.
Features and Functions:
- Real-time Sentiment Analysis:
- Utilizes ML and NLP to predict customer sentiment, enabling the support team to intervene before issues escalate.
- Case Prioritization Framework:
- Provides a structured approach to identify, prioritize, and review service requests at risk of poor customer experience.
- Large-scale Implementation:
- Successfully deployed to over 500 teams within Cisco Customer Experience (CX), demonstrating scalability.
- Holistic Customer Profiling:
- Analyzes data from historical and current service requests to create comprehensive customer profiles.
- Actionable Insights:
- Generates timestamped Health Scores and interpretability data, including affected hardware and software products, customer intent, and recommended actions.
- Proactive Customer Service:
- Allows for quicker resolution of customer issues through early identification of potential problems.
- Continuous Product Improvements:
- Derives insights for enhancing product quality and expanding service offerings, maintaining a competitive edge.
- Data-Driven Decision-Making:
- Provides an accurate pulse on customer sentiment, aiding informed decision-making.
Benefits:
- Enhanced Customer Satisfaction:
- Timely interventions prevent issues from escalating, leading to higher customer satisfaction.
- Reduced Escalations:
- Predictive accuracy significantly reduces the rate of escalations by addressing issues early.
- Operational Efficiency:
- Over 150,000 predictions are made daily, optimizing the efficiency of the support teams.
- Improved TAC CXSAT Scores:
- Achieved a global target of 90%, reflecting the positive impact on customer satisfaction metrics.
- Scalability and Adaptability:
- Successfully implemented across various regions, proving the solution's adaptability to different geographic and operational contexts.
- Deeper Customer Understanding:
- Enables support teams to understand customer needs and pain points better, leading to more personalized interactions.
- Increased Trust and Loyalty:
- Proactive support fosters trust and loyalty among customers, enhancing long-term relationships.
SR Health stands as a pioneering solution, setting a new standard for proactive customer experience management and significantly transforming traditional service support models at Cisco.
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 332 words used.
SR Health has been integrated into the daily workflows of Cisco’s Technical Assistance Center (TAC), resulting in substantial improvements:
- Predictions Done: Over 11.3 million predictions generated to date.
- Reviews Conducted: 124,305 reviews conducted.
- Service Requests Reviewed: 87,921 service requests proactively addressed.
- Workgroups Leveraging SR Health: Utilized by 582 workgroups globally.
- Subscribers for Notifications: 974 subscribers actively receiving updates.
These figures surpass initial expectations, indicating strong market performance and widespread acceptance.
Critical Reception:
SR Health has been praised for its innovative approach and effectiveness in transforming customer service. It has been featured in several industry publications and recognized for its contribution to improving customer experience management. The solution’s ability to leverage AI and ML for real-time sentiment analysis and proactive intervention has set a new benchmark in the industry.
Customer Satisfaction:
The implementation of SR Health has led to significant improvements in customer satisfaction metrics:
- CSAT Scores: Increased from 82 in 2021 to 90 in 2023.
- Predictive Accuracy: Achieved approximately 75% accuracy in estimating customer sentiment.
Operational Efficiency:
The solution has optimized TAC’s operations, enabling over 150,000 predictions daily and more than 30 million predictions to date. This proactive approach has led to over 100,000 customer service requests being addressed before issues could escalate, enhancing overall customer experience.
Monetary Impact:
While specific monetary figures are proprietary, the improved customer satisfaction and reduced escalation rates have translated into significant cost savings and increased customer loyalty, positively impacting Cisco's bottom line.
Critical Reviews and Industry Recognition:
SR Health has garnered positive reviews for its innovative use of AI and ML. Industry experts have lauded its capability to enhance customer support and drive operational efficiency. SR Health has also won numerous awards including the Cisco Innovate Everywhere Challenge (IEC4) and Best of We Awards.
In conclusion, Cisco’s SR Health has set a new standard in customer experience management, demonstrating outstanding market performance, critical reception, and customer satisfaction. Its proactive approach has revolutionized customer service, making Cisco a leader in the industry.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 5 words used.
Uploaded supporting document in PDF.
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