Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences
Cisco has unveiled new AI-powered innovations for its Webex Contact Center, including the Webex AI Agent, AI Agent Studio, and Cisco AI Assistant features. The Webex AI Agent serves as a self-service concierge that handles customer inquiries using conversational intelligence to eliminate wait times. The AI Agent Studio allows quick deployment of voice or digital AI agents, while the Cisco AI Assistant provides automated guidance for agents. These solutions will be generally available in Q1 2025, with features including context summaries, suggested responses, and dropped call summaries. According to Cisco's study, these improvements could result in a 39% improvement in customer satisfaction scores.
Cisco ha presentato nuove innovazioni alimentate dall'IA per il suo Webex Contact Center, tra cui il Webex AI Agent, AI Agent Studio e le funzionalità di Cisco AI Assistant. Il Webex AI Agent funge da concierge self-service che gestisce le richieste dei clienti utilizzando l'intelligenza conversazionale per eliminare i tempi di attesa. L'AI Agent Studio consente un rapido dispiegamento di agenti vocali o digitali, mentre il Cisco AI Assistant fornisce indicazioni automatizzate per gli agenti. Queste soluzioni saranno disponibili generale nel Q1 2025, con funzionalità che includono riassunti di contesto, risposte suggerite e riassunti delle chiamate interrotte. Secondo uno studio di Cisco, questi miglioramenti potrebbero comportare un 39% di miglioramento nei punteggi di soddisfazione dei clienti.
Cisco ha presentado nuevas innovaciones impulsadas por IA para su Webex Contact Center, incluyendo el Webex AI Agent, AI Agent Studio y las funcionalidades de Cisco AI Assistant. El Webex AI Agent actúa como un conserje de autoservicio que maneja las consultas de los clientes utilizando inteligencia conversacional para eliminar los tiempos de espera. El AI Agent Studio permite el despliegue rápido de agentes de voz o digitales, mientras que el Cisco AI Assistant proporciona orientación automatizada para los agentes. Estas soluciones estarán disponibles en general en el Q1 2025, con características que incluyen resúmenes de contexto, respuestas sugeridas y resúmenes de llamadas perdidas. Según un estudio de Cisco, estas mejoras podrían resultar en un 39% de mejora en las puntuaciones de satisfacción del cliente.
시스코는 Webex Contact Center를 위한 새로운 AI 기반 혁신을 발표했습니다. 여기에는 Webex AI Agent, AI Agent Studio 및 Cisco AI Assistant 기능이 포함됩니다. Webex AI Agent는 고객 문의를 처리하는 셀프 서비스 컨시어지로, 대기 시간을 없애기 위해 대화형 인텔리전스를 사용합니다. AI Agent Studio는 음성 또는 디지털 AI 에이전트의 신속한 배포를 가능하게 하며, Cisco AI Assistant는 에이전트를 위한 자동화된 가이드를 제공합니다. 이러한 솔루션은 2025년 1분기에 일반적으로 제공될 예정이며, 컨텍스트 요약, 제안된 응답 및 전화 끊김 요약 등의 기능이 포함됩니다. 시스코의 연구에 따르면, 이러한 개선 사항은 고객 만족도 점수를 39% 향상시킬 수 있습니다.
Cisco a dévoilé de nouvelles innovations alimentées par l'IA pour son Webex Contact Center, y compris le Webex AI Agent, l'AI Agent Studio et les fonctionnalités de Cisco AI Assistant. Le Webex AI Agent fonctionne comme un concierge en libre-service qui gère les demandes des clients en utilisant l'intelligence conversationnelle pour éliminer les temps d'attente. L'AI Agent Studio permet un déploiement rapide d'agents vocaux ou numériques, tandis que le Cisco AI Assistant fournit des conseils automatisés pour les agents. Ces solutions seront généralement disponibles au premier trimestre 2025, avec des fonctionnalités telles que des résumés contextuels, des réponses suggérées et des résumés des appels abandonnés. Selon une étude de Cisco, ces améliorations pourraient entraîner une amélioration de 39% des scores de satisfaction client.
Cisco hat neue KI-gestützte Innovationen für sein Webex Contact Center vorgestellt, darunter den Webex AI Agent, das AI Agent Studio und die Funktionen des Cisco AI Assistant. Der Webex AI Agent fungiert als Selbstbedienungs-Concierge, der Kundenanfragen mit konversationeller Intelligenz bearbeitet, um Wartezeiten zu beseitigen. Das AI Agent Studio ermöglicht die schnelle Bereitstellung von Sprach- oder digitalen KI-Agenten, während der Cisco AI Assistant automatisierte Anleitungen für die Agenten bietet. Diese Lösungen werden im 1. Quartal 2025 allgemein verfügbar sein und umfassen Funktionen wie Kontextzusammenfassungen, vorgeschlagene Antworten und Zusammenfassungen von abgebrochenen Anrufen. Laut einer Studie von Cisco könnten diese Verbesserungen zu einer 39% Verbesserung der Kundenzufriedenheitswerte führen.
- New AI solutions expected to significantly improve customer satisfaction (39% improvement in CSAT scores)
- AI Agent Studio enables rapid deployment of AI agents, increasing operational efficiency
- Automated features will reduce agent workload and improve response times
- Integration of analytics tools for better customer interaction insights
- Extended timeline for general availability (Q1 2025) may delay competitive advantages
- On-premise customers face longer wait times with trials starting in Q2 2025
Insights
This announcement represents a significant strategic move for Cisco in the competitive AI-powered customer service market. The Webex AI Agent and associated tools mark a comprehensive transformation of Cisco's contact center offerings, addressing critical pain points in customer service automation.
The key differentiators include:
- Native AI integration rather than bolt-on solutions
- Simplified deployment through AI Agent Studio
- Comprehensive analytics with automatic CSAT scoring
- Agent wellness features to combat burnout
With a Q1 2025 release timeline, this positions Cisco to capture market share in the rapidly growing AI customer service sector. The
This development aligns with growing market demand for AI-powered customer service solutions. The timing is strategic as businesses increasingly seek to automate first-line customer interactions while maintaining service quality. The inclusion of agent wellness features addresses a critical industry pain point, with contact center attrition rates historically ranging from
The market implications are significant:
- Potential reduction in operational costs
- Improved scalability of customer service operations
- Enhanced competitive position against pure-play AI customer service providers
The Q1 2025 release timeline allows adequate market preparation while maintaining competitive relevance.
News Summary:
- Cisco's Webex AI Agent automates contact center inquiries with conversational intelligence for quick and effective issue resolution
- New Webex AI Agent, AI Agent Studio and Cisco AI Assistant for Webex Contact Center will change how businesses interact with and support their customers
Webex AI Agent: Addressing the Need for Immediate and Effective Self-Service
To address rising customer expectations for helpful and immediate assistance, Cisco announced the new Webex AI Agent. This self-service concierge swiftly takes actions and handles customer inquiries with natural dialogue and conversational intelligence to eliminate wait times and provide faster resolutions. Webex AI Agent incorporates the latest in responsible AI and automation into the Webex Customer Experience portfolio. It will transform the experience for customers, eliminating the complexity and frustration they are accustomed to.
"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," said Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco. "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."
According to a new global study conducted by Cisco, there is a link between customer satisfaction and effective self-service tools. Current options are failing to meet their needs. For example, rebooking a flight or replacing a lost credit card typically require live agent support, leading to long queues and hold times, multiple transfers, frustrated customers and agent burnout. Webex AI Agent provides self-service options for scenarios like these, which can result in a
AI Agent Studio: Simplify and Scale the Contact Center
Webex AI Agent includes a new design tool called AI Agent Studio, which makes it easy for business users and IT administrators to train and deploy AI agents, providing them with unmatched scalability and user-friendliness. The AI Agent Studio allows contact centers to quickly deploy a voice or digital AI agent in minutes and choose which AI models are used to support customer inquiries. This AI front door will reduce calls in the contact center so that agents can focus on higher touch and relationship-based customer service.
Webex AI Agent along with the AI Agent Studio will be generally available in Q1 2025 for cloud customers, with customer trials for on-premise customers in Q2 2025.
Building on Cisco's AI Momentum in Webex Contact Center
Customer-facing teams often struggle with information overload and growing workloads, leading to longer resolution times and decreased CSAT scores. In fact, customer experience leaders report that 1 out of 3 agents lack the customer context needed to deliver ideal customer experiences. With the Cisco AI Assistant for Webex Contact Center, becoming generally available in Q1 2025, busy agents and supervisors benefit from automated guidance at their fingertips to provide expert-level customer support, including:
- Context Summaries: When an agent is required, context summaries facilitate seamless handoffs from an AI agent to contact center agent. All necessary background information is provided to continue the conversation while eliminating the need for customers to repeat themselves.
- Suggested Responses: Recommendations appear directly within the contact center platform, providing agents with the information they need right at their fingertips to reduce call times.
- Dropped Call Summaries: Interactions are captured and documented up to the point of disconnection, ensuring continuity when the call is resumed.
Also becoming generally available in Q1 2025 is Agent Wellness for the contact center. These AI features allow for proactive actions such as automatic breaks for agents, changes in agent schedules and shifting of which channels agents support to increase or decrease capacity based on need.
AI is also powering analytics to help customer experience leaders operate a smarter, more efficient contact center:
- Topic Analytics: Generally available now, these analytics quickly identify the drivers of incoming calls and customer issues to enable proactive issue resolution.
- Automatic CSAT Scoring: Available January 2025, this solution leverages operational data and transcripts to evaluate
100% of an organization's customer interactions, addressing the common issue of low customer survey response rates. With these new insights, business leaders can resolve challenges as they arise and anticipate future needs, delivering a new wave of proactive customer experience.
About Cisco
Cisco (NASDAQ: CSCO) is the worldwide technology leader that securely connects everything to make anything possible. Our purpose is to power an inclusive future for all by helping our customers reimagine their applications, power hybrid work, secure their enterprise, transform their infrastructure, and meet their sustainability goals. Discover more on The Newsroom and follow us on X at @Cisco.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the
About Webex by Cisco
Webex is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. At Webex, we start with people and their experiences first. This focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Our solutions are underpinned with security and privacy by design. We work with the world's leading business and productivity apps – delivered through a single application and interface. Learn more at webex.com.
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SOURCE Cisco Systems, Inc.
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