From Chaos to Confidence: How Cisco Is Reimagining Customer Experience with Agentic AI

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 lackedHow Cisco is embedding AI assistants directly inside its products, creating seamless support experiences with real-time resolution and context carryoverThe meaning behind "config confidence" and how it’s helping eliminate 25% of support cases caused by configuration errorsThe human element: why Cisco views AI as an augmenting force—not a replacement—and how it’s using blind tests and internal education to build trust and boost adoptionWhat separates vendors who are experimenting with agentic AI from those who are actually scaling it across enterprise environmentsCarlos also reflects on what’s driving mass AI adoption in customer support and why perfection is the wrong goal in this new era. You’ll walk away with real-world examples of agentic AI in action—and a clear view of where Cisco sees the future of customer experience heading.
📊 Referenced in this episode: The Cisco Agentic AI Report: 68% of customer support interactions will be AI-handled by 2028.
🎧 Whether you're a CX leader, IT decision-maker, or just curious about how Cisco is making AI real, this is a must-listen from the heart of Cisco Live.