Cisco Unveils Webex AI Agent and AI Solutions to Revolutionize Contact Center Experience

Technology

Cisco Unveils Webex AI Agent and AI Solutions to Revolutionize Contact Center Experience

At WebexOne, Cisco (NASDAQ: CSCO) launched advanced AI-driven tools aimed at transforming customer interactions in the contact center. Cisco’s new offerings include the Webex AI Agent, AI Agent Studio, and Cisco AI Assistant, all designed to harness conversational intelligence and automation to address customer inquiries efficiently, reduce wait times, and boost satisfaction.

Key Highlights of Cisco’s New AI Solutions

Webex AI Agent: Cisco’s Webex AI Agent addresses customer demand for instant support, enabling a self-service experience that reduces hold times and boosts resolution speed. Through conversational intelligence, this virtual assistant delivers quick resolutions to everyday inquiries, integrating responsible AI to simplify customer interactions and reduce complexity.
AI Agent Studio: The AI Agent Studio allows contact centers to rapidly deploy digital or voice AI agents, with the flexibility to select specific AI models tailored to customer needs. This feature empowers businesses to provide a scalable and seamless self-service experience, freeing human agents to focus on more complex, relationship-oriented support.
Cisco AI Assistant for Webex Contact Center: This tool assists agents with contextual summaries, suggested responses, and dropped call summaries, ensuring that agents have all the necessary information to deliver seamless customer support. The AI Assistant is set to be generally available in Q1 2025.

Enhanced Agent Support and Proactive Analytics

Cisco’s new AI solutions also enhance the employee experience with features like Agent Wellness, offering automatic breaks and flexible scheduling to manage workloads and optimize efficiency. Additionally, Topic Analytics (available now) and Automatic CSAT Scoring (available January 2025) leverage AI to provide insights into customer needs, helping leaders proactively address common issues and predict future demands.

Jeetu Patel, Cisco’s EVP and Chief Product Officer, stated, “We’re embedding AI deeply into the design of our solutions to reimagine customer experiences. The Webex AI Agent is a breakthrough that makes self-service a convenient and effective option, helping businesses foster trust and loyalty with every interaction.”