Cisco has launched new AI solutions at WebexOne, including the Webex AI Agent, AI Agent Studio, and Cisco AI Assistant features for Webex Contact Center. These innovations aim to enhance customer interactions by utilizing advanced conversational intelligence and automation, ultimately streamlining issue resolution and boosting customer satisfaction.
The primary objective is for businesses to provide quicker, more effective, and empathetic interactions that foster customer trust and brand loyalty.
Jeetu Patel, Cisco’s Executive Vice President and Chief Product Officer, stated, “With AI integrated into every aspect of Cisco’s product portfolio, we’re helping organizations future-proof their workspaces with solutions designed for the next generation of work environments.” He added, “We’re equipping our customers with intelligent, adaptable, and user-friendly technology that enhances experiences for both employees and customers.”
Webex AI Agent
To address increasing customer demand for prompt and effective support, Cisco has introduced the Webex AI Agent. This self-service virtual concierge utilizes natural conversation and advanced AI to provide fast responses to customer inquiries without long wait times. By incorporating cutting-edge responsible AI and automation, the Webex AI Agent aims to transform customer interactions, eliminating the frustration often associated with traditional support methods.
“Customer experience can make or break a brand,” Patel noted. “Unlike other solutions on the market, the Webex AI Agent resolves customer issues instantly, fundamentally transforming experiences that have long been seen as cumbersome.”
AI Agent Studio
The Webex AI Agent is complemented by AI Agent Studio, a user-friendly tool that enables business users and IT administrators to easily train and deploy AI agents. This solution offers unparalleled scalability and simplicity, allowing contact centers to quickly launch voice or digital AI agents and select the best AI models for handling customer inquiries. This AI-driven interface helps reduce call volume, freeing agents to focus on more complex customer service needs.
Read Also: Elon Musk’s X Is Updating Its Privacy Policy To Let Third Parties Use Your Posts For AI Training.
Both the Webex AI Agent and AI Agent Studio will be available to cloud customers in Q1 2025, with on-premise trials starting in Q2 2025.
Cisco AI Assistant
The Cisco AI Assistant for Webex Contact Center, launching in Q1 2025, will assist agents and supervisors by providing automated guidance for expert-level customer support. Key features include:
- Context Summaries: These ensure seamless transitions from AI agents to human agents, providing all necessary background information to continue conversations without requiring customers to repeat themselves.
- Suggested Responses: Recommendations within the contact center platform equip agents with real-time information, helping to reduce call durations.
- Dropped Call Summaries: These document interactions up to the point of disconnection, ensuring continuity when the call is resumed.
Agent Wellness
Also debuting in Q1 2025, these AI features will enable proactive measures, such as automatic breaks for agents, schedule adjustments, and reallocating support channels based on demand.
AI will further enhance analytics capabilities, empowering consumer experience leaders to run smarter, more efficient call centers:
- Topic Analytics: Currently available, these analytics quickly identify the drivers behind incoming calls and customer issues, facilitating proactive resolutions.
- Automatic CSAT Scoring: Launching in January 2025, this feature analyzes operational data and transcripts to evaluate all customer interactions, addressing the challenge of low survey response rates. With these insights, business leaders can tackle issues as they arise and anticipate future needs, ushering in a new era of proactive customer experience.
For more information, visit the Webex Blog.
