• Cisco is rolling out more AI-powered features for its enterprise-focused services.
• These include a Webex AI Agent and Cisco AI Assistant for Webex Contact Center.
• The solutions follow Cisco’s recent local launch of a point of presence for Webex Calling and Contact Center.

In January this year, Cisco announced a South African point of presence for its Webex Calling and Contact Center in collaboration with Amazon Web Services (AWS), with the latter offering the hyperscaler-focused solutions to make Cisco’s networking services available to local customers. 

Following on from that, Cisco has this week begun making its AI-powered solutions more readily available. In particular, it has a Webex AI Agent and AI Assistant for Webex Contact Center that it is making available to customers who want to explore more agentic AI solutions for their business environments.

“Cisco is driving toward a future where AI anticipates customer and employee needs, addresses challenges, fulfils intent and further enhances productivity for all,” it explained in a release to Hypertext. 

“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. Our customers love how Webex AI is built seamlessly into the way you work.  Working alongside employees increasing efficiency, improving employee sentiment and enhancing overall customer experiences,” added Jeetu Patel, EVP and chief product officer at Cisco.

Looking at the two solutions designed with customer experience in mind, the Webex AI Agent is described as a 24/7 self-service solution with natural, human-like interactions. 

“It works alongside human agents to answer routine and high-volume customer questions and executes actions to fulfil customer requests, while eliminating the need for queues or wait times. It integrates out of the box with Webex Contact Center and combines natural sounding conversational intelligence with real-time automation for customers to resolve issues and queries as if they were speaking or messaging with a human,” highlighted Cisco.

The AI Assistant for Webex Contact Center is said to improve agent and customer service experiences. It has new features expected for general availability sometime in Q2 2025, which include suggested responses and real-time transcription for agents. 

“These will join previously available features including context transfer summaries, dropped call summaries, Agent Wellbeing, topic analytics and automatic customer satisfaction scores (Auto CSAT),” Cisco advised.

With Cisco having detailed the rise to prominence of Agentic AI in a report earlier this year, it looks like the networking specialists aim to be an industry leader in this regard, starting with Webex specifically.

“​​Webex is making this possible with the Webex Customer Experience portfolio with tools like AI Agent and AI Assistant for Contact Center that seamlessly answer customers’ questions and integrate with back-office systems for automated intent fulfillment,” the company enthused.

To find out more about the Webex AI Agent, or request a demo for your business, head here.