David Bombal #542: How AI Fixes 77% of Support Issues
Feb 20, 2026
Liz Centoni, Cisco EVP leading Customer Experience and support teams, explains how AI is transforming TAC and live network support. She covers agent-augmented workflows, intelligent call routing that correctly directs 77% of cases, automated planning and config hygiene, and the challenges of testing and governing agent-to-agent systems.
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From Reactive Support To Predictive Guidance
- Generative and agentic AI push support from reactive to predictive and hyper-personalized interactions.
- Liz Centoni says customers expect contextual, proactive alerts and tailored guidance using their environment data.
Automate Intent And Preflight Config Testing
- Automate intent-driven configuration and integrate config checks into the testing pipeline before deployment.
- Liz Centoni recommends digitizing customer intent so configs can be replicated and validated at scale.
Offload Data Work, Keep Humans For Empathy
- Use agents to remove repetitive data-gathering and analytics so humans focus on customer understanding.
- Liz Centoni advises handoffs where agents do mass data work and humans add empathy and nuance.