WebexOne 2024: Cisco Announces Slew of AI Agent Innovations for Webex Contact Center

The move is part of the company’s plan to build on its AI and CCaaS momentum

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Published: October 23, 2024

Rhys Fisher

Cisco has unveiled several fresh AI-powered innovations aimed at building on the momentum of Webex’s CCaaS offering.

Announced today at the WebexOne event in Florida, the new solutions include Webex AI Agent and AI Agent Studio

The former uses conversational intelligence to automate contact center inquiries, enabling fast and efficient issue resolution; while the latter allows contact centers to swiftly launch a voice or digital AI agent in minutes and select the AI models to assist with customer inquiries.

In addition, Webex Contact Center will also benefit from the Cisco AI Assistant, which will provide agents with context and dropped call summaries, as well as suggested responses.

The new tools will all be powered by advanced conversational AI and automation capabilities designed to improve customer interactions, simplify issue resolution, and boost overall customer satisfaction.

This focus on AI was discussed by Jeetu Patel, Executive Vice President and Chief Product Officer of Cisco, who detailed how AI was now considered a “core” aspect of all Cisco products:

At Cisco, we’re building AI solutions natively. We start product design with the assumption that AI is going to be in the core fabric of the product and an essential ingredient in how we reimagine customer experiences.

“We believe that in the next few years, a large majority of first-time calls will be handled by an AI Agent that will be just as interactive, dynamic, engaging and personable as a human agent.”

Patel’s comments follow news from earlier this month that Cisco had reported a 75% increase in Webex Contact Center seats in FY24, with significant growth in financial services, healthcare, and retail.

Indeed, the company’s cloud seat count nearly doubled in the financial sector, while the last quarter also saw the vendor secure one of its largest deals in the travel industry.

The success of Webex Contact Center was also a topic of discussion during a recent press conference, where Cisco’s Senior Vice President and General Manager, Anurag Dhingra, revealed that “Webex Contact Center business is the fastest growing cloud business within Cisco.”

“And I’m talking businesses of large sizes, you know, several hundreds of billions of dollars.”

With the company’s contact center tech clearly flourishing, what will the new AI-powered solutions add to Webex’s CCaaS offering?

Maintaining Momentum

With all three innovations set to be generally available in Q1 2025, Cisco provided some additional details on what customers can expect:

Webex AI Agent

The solution offers a self-service concierge to efficiently address customer inquiries using natural dialogue and conversational intelligence, eliminating wait times and speeding up resolutions.

The Agent also integrates advanced responsible AI and automation into the Webex Customer Experience portfolio, in a move that the company believes will “transform” customer interactions by removing complexity and frustration.

For Patel, Webex AI Agent helps differentiate Cisco from its competitors:

Customer experience can make or break a brand, and unlike other solutions on the market, the Webex AI Agent solves customer problems instantaneously and will fundamentally transform the experiences we have all reluctantly been using for far too long.

AI Agent Studio

AI Agent Studio simplifies the training and deployment of AI agents for business users and IT administrators, offering “unmatched” scalability and ease of use.

The company believes that the AI interface will also decrease call volume in the contact center, allowing agents to concentrate on higher-touch, relationship-focused customer service.

Cisco AI Assistant

The Cisco AI Assistant for Webex Contact Center offers busy agents and supervisors automated guidance to enhance customer support.

As touched on above, this guidance can be broken down into the following three key features:

  • Context Summaries: These summaries enable smooth transitions from AI agents to human agents by providing essential background information, allowing conversations to continue without customers repeating themselves.
  • Suggested Responses: Recommendations are displayed within the contact center platform, equipping agents with the information they need to shorten call durations.
  • Dropped Call Summaries: Interactions are recorded and documented until disconnection, ensuring continuity when the call resumes.

More News from Cisco

Back in August, Cisco announced its acquisition of Robust Intelligence, a security startup that offers a firewall to safeguard AI-based applications.

This acquisition addresses the security concerns of Cisco’s enterprise customers who are eager to deploy new generative AI (GenAI) applications but have hesitated due to heightened security risks.

Many organizations recognize that traditional security tools may not adequately protect against breaches and privacy violations specific to AI applications.

Elsewhere, earlier this year, Cisco unveiled the general availability of Webex Customer Experience Essentials at Enterprise Connect 2024.

The offering is designed for organizations with established contact center operations that wish to involve employees from various departments in customer engagement.

Whether to provide subject matter expertise or assist during peak demand, Webex Customer Experience Essentials connects the contact center with the wider business.

Artificial IntelligenceAutomationCCaaSConversational AI

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