Episode notes
At Cisco Live in San Diego, I had the chance to sit down with Carlos Pereira, Cisco Fellow and Chief Architect for Customer Experience. You’ll hear it in the energy of this episode, Carlos isn’t just explaining Cisco’s AI vision; he’s lived through 25 years of evolution at the company and is now helping lead the transformation.
In this wide-ranging conversation, we explore:
- Why Carlos believes everything in customer experience is a workflow—and how agentic AI is finally giving those workflows the intelligence they’ve lacked
- How Cisco is embedding AI assistants directly inside its products, creating seamless support experiences with real-time resolution and context carryover
- The meaning behind "config confidence" and how it’s helping eliminate 25% of support cases caused by configu ...
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