Cisco unveils Webex AI solutions for customer and employee experiences

At Enterprise Connect, Cisco announced new AI-powered solutions and updates to its Webex collaboration platform, focusing on what the company terms “agentic AI collaboration.” The announcements include the general availability of Webex AI Agent, new features for the Cisco AI Assistant in Webex Contact Center and Webex Suite, and solutions for Webex Calling and device integrations. The overall aim is to improve both customer and employee experiences by anticipating needs, automating tasks, and enhancing productivity.

Cisco is positioning its Webex platform as a key enabler in the shift from traditional contact centers to “experience centers.” This involves using AI to provide more proactive and personalized customer interactions. Key new and updated AI solutions in this area include:

• Webex AI Agent: Generally available from March 31, 2025, this is a 24/7 self-service solution that uses natural language interactions to answer routine customer questions and fulfill requests, integrating with back-office systems for automated intent fulfillment. It’s designed to work alongside human agents, eliminating queues and wait times.
• Cisco AI Assistant for Webex Contact Center: New features, planned for Q2 2025, include suggested responses and real-time transcription for agents. These join existing features like context transfer summaries, dropped call summaries, agent wellbeing monitoring, topic analytics, and automatic customer satisfaction scores (Auto CSAT).

Cisco is also introducing AI features aimed at improving employee productivity and streamlining IT management:

• Workflow automation in Cisco AI assistant for Webex: This capability, integrated within the Webex Suite, aims to streamline processes by working across enterprise applications like Salesforce, ServiceNow, and Jira. It enables users to complete tasks more efficiently and automatically share meeting summaries.
• AI capabilities in Webex control hub: This platform will allow IT administrators to manage all AI ecosystems in one place, customize them, and view analytics on AI usage and adoption.
• Webex calling customer assist: This reimagined calling solution is designed to empower any employee to assist customers, providing an AI-powered experience within the Webex app. New features, coming later this year, will include efficient call routing, AI assistance for agents and supervisors, and analytics.

Cisco also announced several enhancements to the broader Webex ecosystem:

• Apple AirPlay on Cisco devices: Now available for Microsoft Teams Rooms, enabling wireless content sharing from Apple devices.
• Cisco spatial meetings: The solution turns any space equiped with Cisco Room Bar Pro into an immersive studio.
• Connectors: Connectors will allow users to enhance discussions.
• Native epic integration: Expected to be in beta this month, this integration for Webex Contact Center will allow agents to access patient information more easily within the Epic electronic health record (EHR) software.

“Enterprises are starting to realize the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds,” said Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco.

Featured image credit: Cisco