Cisco has introduced a new AI-driven system, Cisco IQ, designed to enhance customer experience by integrating various enterprise infrastructure data sources such as best practices, security advisories, and configuration details. This unified interface aims to provide customers with proactive recommendations, troubleshooting assistance, and lifecycle guidance.
Cisco CX, along with its partner organizations, offers a comprehensive suite of services that help customers optimize their network infrastructure, security, collaboration, cloud, and data center operations from planning to maintenance. The intent behind this initiative is to ensure that enterprises are effectively implementing technology solutions that align with their business objectives.
Bhaskar Jayakrishnan, senior vice president of engineering at Cisco CX, highlighted that the previous model of service delivery was fragmented, leading to inefficiencies where data collection took precedence over high-value analysis. Cisco IQ seeks to transform this approach from a tool-centric to an intelligence-centric model, facilitating a more cohesive user experience across customers, partners, and Cisco’s own service teams.
Key features of Cisco IQ include:
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Predictive Asset Insights: This feature reconciles data from purchase contracts, device telemetry, and support cases into a unified inventory, allowing for proactive infrastructure management.
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Adaptive Infrastructure Assessments: It provides standardized assessments across multiple domains, using AI to analyze configurations and produce tailored assessment plans.
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AI-Powered Troubleshooting: This modern case management interface includes an AI assistant that drives the troubleshooting process using hypothesis-driven methods, to quickly identify root causes.
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Technology Migration Framework: Using AI insights, this framework generates templates for orchestrating complex migrations, minimizing manual effort while ensuring expert oversight.
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Digitized Delivery Framework: This suite automates planning, design, implementation, and optimization processes, transforming traditional workflows into efficient, AI-ready systems.
Liz Centoni, Cisco’s chief customer experience officer, noted that Cisco IQ serves as an accelerator, enabling IT teams to prioritize strategic, business-driving decisions over routine tasks.
In the pipeline, Cisco plans to implement Model Context Protocol (MCP) and Agent-to-Agent (A2A) interfaces, aiming for deeper automation and integration capabilities.
For more information, you can explore Cisco’s individual services or visit their customer experience portal: Cisco CX.
