During the Cisco Live in Amsterdam, the tech giant announced the general availability of its AI Assistant for the Webex Contact Center. This AI tool is designed to improve customer service operations. It can automate routine tasks and provide users with real-time insights. Here’s everything you need to know about:
The Cisco AI Assistant for Webex Contact Center is now generally available!
— Webex (@Webex) February 11, 2025
The future of customer experience is now. It’s time to evolve beyond the status quo to create a customer experience center that takes the connection with your customers to a new level.… pic.twitter.com/I8GxQRrMjq
How Will Cisco’s AI Assistant Improve Contact Center Operations?
Here are some of the key highlights:
- AI Agent Transfer Context Summaries: Ensures smooth handoffs between AI agents and human agents so customers don’t have to repeat information.
- Dropped Call Summaries: Captures key details of interrupted conversations to help agents resume service seamlessly.
- Agent Well-Being Monitoring: Identifies burnout risks and suggests actions like automatic breaks and workload adjustments.
- Topic Analytics: Uses historical data to analyze the reasons behind customer calls, helping businesses optimize support strategies.
- Automatic CSAT Scoring: Evaluates all voice interactions to provide a clearer picture of customer satisfaction.
What Is Cisco’s AI-Powered Self-Service Solution?
In addition to the AI Assistant, Cisco plans to roll out Webex AI Agent, a self-service tool designed to handle routine customer queries with human-like AI interactions. According to Cisco, many customers avoid traditional self-service options due to their inflexibility. Webex AI Agent aims to solve this with the following:
- 24/7 automated support across voice and digital channels.
- A user-friendly tool for businesses to create AI-powered assistants without extensive technical expertise.
- Enterprise-grade security and flexible AI engine choices.
What AI Enhancements Are Coming in 2025?
Cisco has also confirmed that more AI-powered features are in development, including real-time transcription, suggested responses, and enhanced conversation summaries. These additions are expected to roll out in Q2 2025.
