CISCO CX CLOUD AI ASSISTANT

AI-Powered Enterprise Assistant for Partner & Customer Support

Overview:
I redesigned core UX functionality and key new technology capabilities for the Cisco’s AI-powered assistant, streamlining partner and customer workflows inside CX Cloud SaaS software for IT Managers. My work applied modern AI and conversational UX thinking to a highly complex B2B tool, reducing friction in multi-phase support tasks. The redesign provided an overall framework for core interactions with the AI assistant, simplified workflows leveraging deeper AI capabilities to create increased efficiency and shortened task times, and built trust by making AI-driven support transparent and controllable.

Role:
Redesigned core UX and developed AI-driven product strategies, including conversational and language design patterns with content teams. Delivered end-to-end workflows, partnered with engineering on feasibility and new AI functionality, and aligned solutions to customer business goals using AI-integrated frameworks. Presented concepts, flows, and results to executives and cross-functional stakeholders.

Impact:

• Unified 2 fractured virtual assistants into a single, deeper AI capability powered virtual assistant with a more holistically planned, consistent, and scalable experience that was approved by leadership to scale globally and was delivered in development sprints.

• Simplified workflows leveraging deeper AI capabilities to create designs enabling increased efficiency and shortened task times

• Work directly supported Cisco’s enterprise CX targets, including deflecting thousands of cases from live support and accelerating resolution time across partner workflows.

• Work became a model for expanding AI support across Cisco enterprise platforms

Learn More:
Please contact me for a custom deck or 15-minute walkthrough highlighting the aspects of this work most relevant to your opportunities and priorities.