Cisco and noHold Collaborate on Project “SARA”
January 27 2015 - 3:30PM
Business Wire
To Prove that Virtual Assistants Can Connect to Sophisticated
Devices, Troubleshoot, and Solve Complex Problems
noHold and Cisco collaborate on Virtual Assistant, SARA,
Services Automated Resolution Agent. As
traditional Virtual Assistants (VAs) and Virtual Customer
Assistants (VCAs) aim to answer basic questions and perform simple
tasks, SARA will revolutionize the interaction by integrating with
sophisticated back office systems and deeper understanding of
complex problem resolution.
Cisco has a vision, which is a significant shift from the
traditional support and services paradigm: Use Artificial
Intelligence (AI) to make use of the data stored in networking
devices such as routers, increase speed to resolution, make real
time updates, and perform tasks for network administrators. In a
simplified explanation, a scenario might include a user with a
problem in the datacenter. The Virtual Assistant can, for example,
capture data from a sophisticated router, and after
troubleshooting, pass that information to an administrator for
faster case resolution. In addition, this scenario can be expanded
to make use of other Cisco APIs to streamline processes while
making support less cumbersome.
noHold began working with Cisco and its powerful onePK
Application Programming Interface (API) earlier in 2014, to
demonstrate that this vision will be reality in the near future.
The brands have successfully proven that this type of Virtual
Assistant can troubleshoot and diagnose complex issues, ‘talk’ to
the device, make updates, and more. onePK is an element within
Cisco's Open Network Environment software-defined networking (SDN)
strategy. onePK is an easy-to-use toolkit for development,
automation, rapid service creation, and more. With its rich set of
APIs, you can easily access the valuable data inside your
network.
According to Diego Ventura, noHold’s CEO and Founder, the end
goal was to demonstrate the technical feasibility of connecting a
Virtual Assistant with Cisco’s back end systems. “Overall, we
wanted to create an experience that mirrors Cisco’s vision and
create a Virtual support partner that can help. In the technology
space, the level of complexity is increasing; in the datacenter,
it’s even more complex. We wanted to prove to ourselves that we can
use machines to fight the very complexity that they [machines and
technology] have created. Cisco has a very sophisticated set of
APIs that can be leveraged by third party vendors and partners. On
our side, we were excited to see that the Virtual Assistant can not
only query, but can control information in the database, the
devices themselves, while being able to leverage the context of the
situation.”
Glenn Schleicher, Sr. Director/GM of Cisco’s Smart Web
Technology Group explains that “as our partners and customers seek
low touch, low effort ways to operate and manage increasingly
complex networks, traditional technologies such as knowledge base
search fail to deliver. Virtual agent technologies have come a
long way, and we were pleased to partner with noHold to explore
what is possible today. The potential to streamline and
automate complex customer service interactions is huge.”
For a video clip of the integration, visit:
https://www.youtube.com/watch?v=L9L0MSi5318&feature=youtu.be
About Cisco
Cisco (NASDAQ: CSCO) is the worldwide leader in IT that helps
companies seize the opportunities of tomorrow by proving that
amazing things can happen when you connect the previously
unconnected. For ongoing news, please go
to http://thenetwork.cisco.com.
About noHold, Inc.
noHold is a privately held company established in 1999 and is
headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the
acknowledged leader in Web based self-service solutions with a
mission to deliver real answer to real questions – real fast.
Simple to use, easy to implement and as close to human as you can
get, noHold turns automated customer support into cognitive
customer interaction. noHold customers include Toshiba, Lenovo,
Cisco and a host of industry leaders. Most information can be found
at www.nohold.com.
Copyright © noHold, Inc. 2015 All other product and service
names are the property of their respective owners.
noHold, Inc.Veronica Cech, 408-946-9200 ext. 356Marketing
Associatevcech@nohold.com
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