At this year’s Enterprise Connect Conference, Cisco announced the launch of AI Agent for Webex to transform customer service interactions. The latest advancements include an AI Agent and an upgraded AI Assistant within the Webex Contact Center, Cisco’s platform for managing customer service calls.
This launch plans to streamline support experiences and enhance efficiency. Introduced on the event’s opening day in Orlando, FL, the Webex AI Agent is set to launch by the end of March.
It Integrates AI-based automation with human support to expedite issue resolution and minimize customer wait times. By leveraging intelligent workflows, the AI Agent facilitates dynamic, real-time conversations, which enables businesses to handle complex customer inquiries seamlessly.
Additionally, It can deploy scripted responses for predefined scenarios. This approach ensures swift and accurate assistance.
A compelling use case displayed by Cisco involves airline customer service. The AI Agent can autonomously manage flight rescheduling by assessing customer preferences, presenting suitable options, and finalizing bookings; all within a single interaction. This is achieved through AI-based integration with corporate information systems, which allows for precise and efficient query resolution.
Moreover, Cisco has enhanced its AI Assistant for Webex Contact Centers, a tool that supports human agents by providing contextual recommendations. Initially launched in February, the AI Assistant employs advanced algorithms to analyze customer intent and suggest appropriate responses.
According to some reports, new functionalities include high-accuracy call transcription, which aids in the comprehension of diverse accents and speech patterns. Additionally, the tool provides contextual insights for complex discussions and real-time action recommendations.
Source:https://newsroom.cisco.com/c/r/newsroom/en/us/a/y2025/m03/cisco-paves-the-way-with-agentic-ai-collaboration.html
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