Cisco’s ANZ chief says AI customers are demanding proof of returns

Résumé détaillé

Stefan Leitl says financial scrutiny is increasing as organisations move AI into everyday work. His examples point to practical task automation, while governance and control...

Stefan Leitl says financial scrutiny is increasing as organisations move AI into everyday work. His examples point to practical task automation, while governance and control over infrastructure remain central to expansion.

Australian and New Zealand customers are increasingly demanding evidence of the financial return from AI, according to Cisco regional chief Stefan Leitl (pictured), who says use cases are emerging while the picture of their true return on investment is still developing.

Speaking with iTWire at Cisco Live in Melbourne, Cisco’s vice president and general manager for Australia, New Zealand and the Pacific Islands described growing pressure from customers’ financial decision-makers to demonstrate results.

Leitl said organisations are getting better at breaking a programme of work into individual tasks, deciding which AI can help with, and connecting that automation to the business objective.

Leitl cited HammondCare’s contact-centre work, including Salesforce integration, as an example of automating routine administration and bringing customer information into the service workflow. AI-generated post-call summaries and care notes are automatically captured in Salesforce, allowing the staff to simply focus on providing the best care and call service for the customer with the agent performing the documentation tasks.

Additionally, HammondCare uses AI Quality Management to review interactions and Topic Analytics to identify recurring themes and emerging service needs.

Leitl also refered to Uniting NSW.ACT who created a caller-facing AI agent, Jeanie, in WebEx. The organisation reports an estimated 580 hours of human talk time saved during the first six months. It also reports an 11% reduction in average handling time for calls requiring human assistance. And, further, anecdotally aged Australians calling in found the conversation to be very pleasant, warm, and engaging while leading to their solutions.

Leitl himself uses an agent called Alfred - his AI butlet…

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