Cisco detailed new Webex AI Agent, AI Agent Studio and Cisco AI Assistant features for Webex Contact Center. These AI solutions leverage advanced conversational intelligence and automation to enhance customer interactions.

Cisco announced the new Webex AI Agent today that is basically a self-service concierge that 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.

According to Cisco, Webex AI Agent provides self-service options for scenarios that can result in a 39% improvement in customer satisfaction (CSAT) scores according to customer experience leaders.

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. 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.