Cisco has unveiled a series of new AI-driven features for its Webex platform, aimed at improving customer service and employee collaboration. The announcements, made at the Enterprise Connect event, include the general availability of the Webex AI Agent, updates to the Cisco AI Assistant for Webex Contact Center and new tools for workflow automation and IT management.
The Webex AI Agent, set to be generally available by 31 March 2025, is designed to handle routine and high-volume customer inquiries. It integrates with the Webex Contact Center to provide 24/7 support, using conversational intelligence and real-time automation to resolve issues without human intervention. The tool aims to reduce wait times and improve efficiency in customer service operations.
Cisco has also introduced new features for the Cisco AI Assistant for Webex Contact Center, including real-time transcription and suggested responses for agents. These updates, expected to roll out in Q2 2025, build on existing functionalities such as context transfer summaries, dropped call summaries and automated customer satisfaction scoring.
For employees, Cisco is rolling out workflow automation capabilities within the Cisco AI Assistant for Webex Suite. This feature allows users to automate tasks across enterprise applications like Salesforce, ServiceNow and Jira, streamlining processes such as meeting summaries and task management.
Ciso said that IT teams will gain access to enhanced AI management tools through the Webex Control Hub, enabling administrators to customise AI ecosystems, monitor usage trends and track employee adoption metrics.
Cisco has also introduced Webex Calling Customer Assist, a feature that allows employees to assist customers directly from the Webex app on their desktop or mobile devices. The tool is designed for use in local and regional branches, including retail stores, banks and healthcare clinics, offering AI-powered call routing, analytics and agent assistance.
In addition to these updates, Cisco has focused on integrating its tools with third-party platforms. Apple AirPlay on Cisco Devices is now available for Microsoft Teams Rooms, enabling wireless content sharing from Apple devices to Cisco collaboration hardware.
The company has also made Cisco Spatial Meetings generally available, allowing users to turn spaces equipped with a Cisco Room Bar Pro into immersive meeting studios for Webex on Apple Vision Pro.
Furthermore, Cisco said it is working on a native integration with Epic for Webex Contact Center, expected to enter beta this month. This integration will enable healthcare contact centre agents to access patient information directly from the Epic electronic health record (EHR) system, streamlining interactions in healthcare settings.
Jeetu Patel, Executive Vice President and Chief Product Officer at Cisco, said that agentic AI is reshaping how people and technology interact. According to him, by integrating AI into Webex, Cisco is enabling more efficient workflows and better customer experiences.
“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,” he said.
