Cisco unveils agentic AI for next-gen customer, employee collaboration
DUBAI, UNITED ARAB EMIRATES — Cisco introduced new AI-driven collaborative tools to deliver significant advancements in customer service and employee interaction.
Cisco lets businesses offload complex IT operations to experts, cutting costs and boosting efficiency while freeing teams to focus on innovation and growth.
These innovations, consisting of AI contact center solutions paired with workflow automation, aim to optimize both productivity and industry-wide interaction operations.
AI transforms contact centers into customer experience hubs
Traditional contact centers are evolving into proactive experience hubs with Cisco’s AI-driven solutions. The recently available Webex AI Agent offers 24/7 automated self-service through human-like conversations to deal with regular inquiries and perform request automation.
Webex Contact Center links with the AI Agent solution to offer customers speedy issue resolution through intelligent conversations, which improve their experience.
Further upgrades include the Cisco AI Assistant for Webex Contact Center, which will introduce suggested responses and real-time transcriptions for agents in Q2 2025.
Existing features like automatic customer satisfaction scoring (Auto CSAT) and agent well-being tools already improve efficiency.
These advancements signal a shift from reactive support to predictive, seamless customer engagement.
AI-powered workflows enhance employee productivity
Cisco’s AI Assistant for Webex Suite automates tasks faster across Salesforce, ServiceNow, and Jira.
Meanwhile, Webex Control Hub gives IT teams centralized AI management with adoption analytics, letting organizations tailor tools like Webex Calling Customer Assist for retail or healthcare staff.
The ecosystem also bridges physical and digital workspaces:
- AirPlay support for Microsoft Teams Rooms (coming soon) enables wireless screen sharing from Apple devices.
- Cisco Spatial Meetings (now available) turns rooms into immersive studios for Apple Vision Pro users.
- Epic EHR integration (entering beta) will let healthcare agents access patient records without switching platforms.
The shift from reactive support to AI-driven anticipation marks a leap in customer experience efficiency.
