Cisco is rolling out further AI updates to Webex, with the company announcing general availability of AI Assistant for Webex Contact Center solution.
"AI is the foundation for a modern customer experience and delivers the vision of a customer experience centre,"
Jay Patel, SVP & GM at Webex Customer Experience Solutions, wrote in a press release.
Announced as part of Cisco Live, alongside the Cisco AI Assistant's general availability, the Webex AI Agent was billed to receive general availability for contact centres in the coming months.
AI-Driven Transformation for Contact Centres
Cisco AI Assistant, the generative AI-powered tool designed to enhance productivity and decision-making, combines advanced AI technologies with Cisco's data resources to automate workflows, streamline tasks, and improve efficiency.
In a Webex Contact Center context, it is designed to empower agents and supervisors with AI-powered assistance, providing automated guidance, contextual insights, and concise summaries to streamline customer interactions.
"For customer-facing teams, we are deploying AI to augment the agent experience and, when possible, automate manual tasks like conversation summaries, contextual handoffs, and monitoring agent well-being," said Patel.
Key features include AI agent transfer context summaries, which ensure seamless handoffs between AI agents and human agents, eliminating the need for customers to repeat information.
Dropped call summaries maintain continuity by capturing interaction details even after disconnections, enabling agents to quickly resume conversations.
Perhaps most notably for an AI system, the AI Assistant incorporates an Agent Wellbeing feature.
This feature identifies signs of burnout in real time, enabling proactive interventions such as automatic breaks and schedule adjustments.
For more out-of-the-moment features, the AI Assistant also provides AI-powered analytics, including Topic Analytics for identifying the reasons for incoming calls, and Automatic CSAT Scoring, which evaluates 100% of voice interactions to overcome the limitations of traditional survey methods.
In addition to this availability announcement, Cisco plans to add more advanced capabilities in Q2 2025, such as suggested responses, real-time transcription, wrap-up summaries, and mid-call summaries.
AI Agents for Webex
Announced at Webex One in October 2024, Webex AI Agent and its AI Agent Studio will soon be available in a contact centre scenario.
