"Of course, by 2025, there will be a solid layer of AI on top. Sandeep Milar, SVP CX Product Management, referred to it during a briefing we attended as a "fundamental change in how we support and serve our customers." Key words in this regard are personalized, proactive, and predictive. This should give customers the feeling that they are seen. That they are, as it were, Cisco's only customer, he states somewhat melodramatically."
"Cisco IQ aggregates information from a variety of sources. These include manuals for products and services or for troubleshooting, best practices, compliance checks, and all kinds of other documents. In fact, these are all things that suppliers such as Cisco send to customers. They can be part of a purchased product or service or as a follow-up to it. Cisco IQ should make it easier for customers to access the insights, alerts, and practical tips from this input."
Cisco IQ merges Cisco Support's three levels and the two types of Cisco Professional Services into a unified service layer with an AI layer planned by 2025. The platform provides an AI-powered interface available as SaaS and multiple on-prem variants, including airgapped deployments. Cisco IQ aggregates manuals, troubleshooting guides, best practices, compliance checks, alerts, and other supplier-provided documents to surface insights, alerts, and practical tips. The platform emphasizes personalization, proactivity, and predictiveness to help partners and customers maximize Cisco investments and to make customers feel uniquely seen through tailored, proactive security assessments and operational guidance. The service aims to reduce time spent searching documentation and to deliver contextual, actionable recommendations that prevent issues and improve outcomes.
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