Scaling AI: The Playbook for IT Services Delivery

Cisco Technical Assistance Center (TAC) manages 1.4 million SRs annually, and today, 97% are touched by AI. As we shift from task-based automation to Agentic AI, some of these interactions are becoming "no-touch"—driving higher customer satisfaction and faster resolution. How did Cisco transform its Support at scale, and where is the IT services industry heading? In this episode of Scaling AI in the Enterprise, we focus on IT services delivery. Our panel shares advice on how to escape "pilot purgatory" and move into production, the critical necessity of a unified data strategy, and how to maintain deterministic outcomes in a probabilistic world. We discuss why observability is the new "central nervous system" for managing autonomous agents and why the path to success requires reinventing workflows—not just automating the status quo. Host: Wes Moss, VP, CX Centers Delivery for Americas, Cisco Guests: Bhaskar Jayakrishnan, SVP of Engineering, Cisco Customer Experience (CX) Buffy Ransom, GM & SVP, CX Centers, Cisco David Jansen, Distinguished Solution Engineer, Global Solutions Engineering (GSE), Cisco Learn more about Cisco Customer Experience; read our blogs and visit Cisco.com.