Transforming the CX experience: How Cisco plans to cut renewal proposal time by 20%
Cisco
Cisco's Customer Experience organization partnered with Mistral to build the AI Renewals Agent, the first solution from a strategic partnership between the two companies. Account managers previously had to manually analyze more than 50 signals across structured and unstructured customer data to draft renewal proposals. The agent uses text-to-SQL across multiple platforms, keeping customer data on premise and scaling across Cisco's own GPU cluster, with Mistral's Applied AI team collaborating on fine-tuning. Cisco estimates the agent can cut time spent creating renewal proposals and preparing for customer engagements by up to 20%.
Overview
Cisco's Customer Experience organization partnered with Mistral to build the AI Renewals Agent, the first solution from a strategic partnership between the two companies. Account managers previously had to manually analyze more than 50 signals across structured and unstructured customer data to draft renewal proposals. The agent uses text-to-SQL across multiple platforms, keeping customer data on premise and scaling across Cisco's own GPU cluster, with Mistral's Applied AI team collaborating on fine-tuning. Cisco estimates the agent can cut time spent creating renewal proposals and preparing for customer engagements by up to 20%.
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Inspect the highlighted sourceThe challenge
In order to craft a renewal proposal, members of Cisco’s Customer Experience (CX) team have to analyze more than 50 signals. Account managers faced the challenge of manually collecting and interpreting both structured and unstructured data representing many different customer interactions across product lines. This process left little time to create personalized, data-driven proposals with tailored value propositions and key benefits for each account.
The solution
The AI Renewals Agent was the first jointly developed AI solution to come out of Cisco and Mistral’s strategic partnership and is designed to streamline the renewal proposal creation process. Cisco’s use case involved a lot of TXT to SQL across multiple platforms with customer data that needs to stay on premise. Mistral’s Applied AI and Cisco's CX teams are collaborating on various fine tuning techniques to solve this use case while managing to scale the deployment across Cisco’s GPU cluster.
Reported business value
Cisco estimates the agent can cut time spent creating renewal proposals and preparing for customer engagements by up to 20% (estimated). The team is poised to increase productivity across Cisco's large CX organization and is expected to enhance customer satisfaction.
Sources
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