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<!DOCTYPE HTML> <html lang="en-US"> <head> <meta charset="UTF-8"/> <title>Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences </title> <meta name="description" content="Cisco’s Webex AI Agent automates contact center inquiries with conversational intelligence for quick and effective issue resolution"/> <meta name="template" content="press-release"/> <meta name="viewport" content="width=device-width, initial-scale=1"/> <script type="text/javascript" src="/c/dam/r/newsroom/en/us/js/page-start.js"></script> <link rel="stylesheet" href="/etc/designs/r/newsroom/clientlibs/clientlib-hidecreateContact.min.css" type="text/css"> <link rel="stylesheet" href="/etc/designs/r/newsroom/clientlibs/clientlib-base.min.css" type="text/css"> <script> window.Newsroom = window.Newsroom || {}; Object.assign(window.Newsroom, { migratedId: "", migratedContentType: "", migratedUrl: "", localeCountry: "US", localeLanguage: "en", isAuthor: false, enableTextToSpeach: false, }); </script> <script> try { window.NewsroomContent = JSON.parse("{\x22hiResPhotoPaths\x22:[],\x22country\x22:[\x22United States\x22],\x22keywords\x22:[\x22Collaboration\x22],\x22isInactive\x22:false,\x22jobTitle\x22:\x22Cisco\\u2019s Webex AI Agent automates contact center inquiries with conversational intelligence for quick and effective issue resolution\x22,\x22shortTitle\x22:\x22Cisco Announces New Webex AI Agent and AI Solutions\x22,\x22primaryTopicTitle\x22:\x22newsroom:Topic\/Innovation Impact\/Collaboration\x22,\x22scopeCountry\x22:false,\x22enableTextToSpeach\x22:false,\x22path\x22:\x22\/c\/r\/newsroom\/en\/us\/a\/y2024\/m10\/cisco\u002Dannounces\u002Dnew\u002Dwebex\u002Dai\u002Dagent\u002Dand\u002Dai\u002Dsolutions\u002Dfor\u002Dthe\u002Dcontact\u002Dcenter\u002Dto\u002Dtransform\u002Dcustomer\u002Dexperiences.html\x22,\x22tag\x22:[],\x22audience\x22:[],\x22contentAuthors\x22:[],\x22facebookShareUrl\x22:\x22https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fnewsroom.cisco.com%2Fc%2Fr%2Fnewsroom%2Fen%2Fus%2Fa%2Fy2024%2Fm10%2Fcisco\u002Dannounces\u002Dnew\u002Dwebex\u002Dai\u002Dagent\u002Dand\u002Dai\u002Dsolutions\u002Dfor\u002Dthe\u002Dcontact\u002Dcenter\u002Dto\u002Dtransform\u002Dcustomer\u002Dexperiences.html\x22,\x22tags\x22:[],\x22primaryTopic\x22:\x22newsroom:topic\/innovation_impact\/collaboration\x22,\x22contentTypeIds\x22:[\x22newsroom:content_type\/news_release\x22],\x22localeLanguage\x22:\x22en\x22,\x22twitterText\x22:\x22Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences\\r\\n\x22,\x22priorityNarratives\x22:[],\x22thumbnailPublishLink\x22:\x22https:\/\/newsroom.cisco.com\/c\/dam\/r\/newsroom\/en\/us\/assets\/a\/y2023\/webexone24.png\x22,\x22region\x22:[\x22Americas\x22],\x22scopeRegion\x22:false,\x22contentAuthorThumbnailPath\x22:\x22\x22,\x22facebookText\x22:\x22Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences\\r\\n\x22,\x22podcastHosts\x22:[],\x22description\x22:\x22Cisco\\u2019s Webex AI Agent automates contact center inquiries with conversational intelligence for quick and effective issue resolution\x22,\x22localeCountry\x22:\x22US\x22,\x22title\x22:\x22Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences \x22,\x22getLinkedinShareUrl\x22:\x22https:\/\/www.linkedin.com\/shareArticle?mini=true\x26url=https%3A%2F%2Fnewsroom.cisco.com%2Fc%2Fr%2Fnewsroom%2Fen%2Fus%2Fa%2Fy2024%2Fm10%2Fcisco\u002Dannounces\u002Dnew\u002Dwebex\u002Dai\u002Dagent\u002Dand\u002Dai\u002Dsolutions\u002Dfor\u002Dthe\u002Dcontact\u002Dcenter\u002Dto\u002Dtransform\u002Dcustomer\u002Dexperiences.html\x26title=Cisco+Announces+New+Webex+AI+Agent+and+AI+Solutions\x26summary=Cisco+Announces+New+Webex+AI+Agent+and+AI+Solutions+for+the+Contact+Center+to+Transform+Customer+Experiences%0D%0A\x22,\x22thumbnailLink\x22:\x22\/c\/dam\/r\/newsroom\/en\/us\/assets\/a\/y2023\/webexone24.png\x22,\x22subCategories\x22:[\x22Innovation Impact\/Collaboration\x22],\x22categories\x22:[\x22Innovation Impact\x22],\x22pageContent\x22:\x22<p paraeid=\\\x22{87bd95d7\u002D9568\u002D43e6\u002D8d0e\u002D95aa658f5e83}{17}\\\x22 paraid=\\\x221009333895\\\x22><strong>News Summary:\x26nbsp;<\\\/strong><\\\/p>\\r\\n\\r\\n<ul>\\r\\n\\t<li paraeid=\\\x22{87bd95d7\u002D9568\u002D43e6\u002D8d0e\u002D95aa658f5e83}{23}\\\x22 paraid=\\\x2226908316\\\x22>Cisco\\u2019s Webex AI Agent automates contact center inquiries with conversational intelligence for quick and effective issue resolution\x26nbsp;<\\\/li>\\r\\n\\t<li paraeid=\\\x22{87bd95d7\u002D9568\u002D43e6\u002D8d0e\u002D95aa658f5e83}{63}\\\x22 paraid=\\\x22296297823\\\x22>New Webex AI Agent, AI Agent Studio and Cisco AI Assistant for Webex Contact Center will change how businesses interact with and support their customers\x26nbsp;<\\\/li>\\r\\n<\\\/ul>\\r\\n\\r\\n<p paraeid=\\\x22{87bd95d7\u002D9568\u002D43e6\u002D8d0e\u002D95aa658f5e83}{109}\\\x22 paraid=\\\x221776806289\\\x22><strong>FORT LAUDERDALE, Fla., October 23, 2024 \\u2013<\\\/strong> Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new <a href=\\\x22https:\/\/blog.webex.com\/customer\u002Dexperience\/revolutionizing\u002Dcustomer\u002Dexperience\u002Dwebex\u002Dai\u002Dpowered\u002Dinnovations\/\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>AI\u002Dpowered innovations,<\\\/a> including the 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, streamline issue resolution and improve overall customer satisfaction.\x26nbsp;This enables business leaders to deliver faster, more effective and more empathetic interactions\x26nbsp;that\x26nbsp;improve customer trust and brand loyalty.\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{6fdb68ab\u002D6f64\u002D43a1\u002Db6da\u002Dab836d18687e}{162}\\\x22 paraid=\\\x221101001411\\\x22 xml:lang=\\\x22EN\u002DUS\\\x22><strong>Webex AI Agent: Addressing the Need for Immediate and Effective Self\u002DService\x26nbsp;<\\\/strong><\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{a71fa28f\u002D8d55\u002D41c0\u002Da7d3\u002Dda816d945a46}{246}\\\x22 paraid=\\\x22329770576\\\x22>To address rising customer expectations for helpful and immediate assistance, Cisco announced the new Webex AI Agent. This self\u002Dservice concierge swiftly 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. It will transform the experience for customers, eliminating the complexity and frustration they are accustomed to.\x26nbsp;\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{868bfd6c\u002Db643\u002D45c1\u002D8fa6\u002Dda3833eaf877}{68}\\\x22 paraid=\\\x22117995028\\\x22>\\u201cCustomer experience can make or break a brand, and unlike other solutions on the market, the Webex AI Agent solves customer problems instantaneously and will fundamentally transform the experiences we have all reluctantly been using for far too long,\\u201d said Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco. \\u201cAt Cisco, we\\u2019re building AI solutions natively. We start product design with the assumption that AI is going to be in the core fabric of the product and an essential ingredient in how we reimagine customer experiences. We believe that in the next few years, a large majority of first\u002Dtime calls will be handled by an AI Agent that will be just as interactive, dynamic, engaging and personable as a human agent.\\u201d\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{d8ec8f8b\u002D226c\u002D4e3e\u002Db05a\u002D01e66b9e605c}{188}\\\x22 paraid=\\\x2298473815\\\x22>According to a <a href=\\\x22https:\/\/www.webex.com\/content\/dam\/www\/us\/en\/documents\/webexone\/cx\u002Dresearch\u002Dmaturity\u002Dmodel\u002Dinfographic\u002Dcm\u002D4669.pdf\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>new global study<\\\/a> conducted by Cisco, there is a link between customer satisfaction and effective self\u002Dservice tools. Current options are failing to meet their needs. For example, rebooking a flight or replacing a lost credit card typically require live agent support, leading to long queues and hold times, multiple transfers, frustrated customers and agent burnout. Webex AI Agent provides self\u002Dservice options for scenarios like these, which can result in a 39% improvement in customer satisfaction (CSAT) scores according to customer experience leaders.\x26nbsp;\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{8ed14782\u002D6662\u002D4e12\u002D8646\u002D1d3b4cd39446}{185}\\\x22 paraid=\\\x222018375818\\\x22><strong>AI Agent Studio: Simplify and Scale the Contact Center\x26nbsp;\x26nbsp;<\\\/strong><\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{c6ea102a\u002Dcf84\u002D4ec0\u002Dbf30\u002Da3286a171c07}{96}\\\x22 paraid=\\\x221634936024\\\x22>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, providing them with unmatched scalability and user\u002Dfriendliness. 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\u002Dbased customer service.\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{4b293f8c\u002D8988\u002D4a96\u002D8282\u002Da2bbc289353b}{156}\\\x22 paraid=\\\x222129751322\\\x22>Webex AI Agent along with the AI Agent Studio will be generally available in Q1 2025 for cloud customers, with customer trials for on\u002Dpremise customers in Q2 2025.\x26nbsp;\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{4b293f8c\u002D8988\u002D4a96\u002D8282\u002Da2bbc289353b}{221}\\\x22 paraid=\\\x22256731640\\\x22><strong>Building on Cisco\\u2019s AI Momentum in Webex Contact Center\x26nbsp;\x26nbsp;<\\\/strong><\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{bb94c39e\u002D5971\u002D451e\u002D9939\u002D0a86924fd494}{216}\\\x22 paraid=\\\x221180361353\\\x22>Customer\u002Dfacing teams often struggle with information overload and growing workloads, leading to longer resolution times and decreased CSAT scores. In fact, customer experience leaders report that <a href=\\\x22https:\/\/www.webex.com\/content\/dam\/www\/us\/en\/documents\/webexone\/cx\u002Dresearch\u002Dmaturity\u002Dmodel\u002Dinfographic\u002Dcm\u002D4669.pdf\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>1 out of 3 agents<\\\/a> lack the customer context needed to deliver ideal customer experiences. With the Cisco AI Assistant for Webex Contact Center, becoming generally available in Q1 2025, busy agents and supervisors benefit from automated guidance at their fingertips to provide expert\u002Dlevel customer support, including:\x26nbsp;<\\\/p>\\r\\n\\r\\n<ul>\\r\\n\\t<li paraeid=\\\x22{bb94c39e\u002D5971\u002D451e\u002D9939\u002D0a86924fd494}{246}\\\x22 paraid=\\\x221963073653\\\x22><strong>Context Summaries:<\\\/strong> When an agent is required, context summaries facilitate seamless handoffs from an AI agent to contact center agent.\x26nbsp; All necessary background information is provided to continue the conversation while eliminating the need for customers to repeat themselves.\x26nbsp;\x26nbsp;<\\\/li>\\r\\n\\t<li paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{3}\\\x22 paraid=\\\x22621278363\\\x22><strong>Suggested Responses: <\\\/strong>Recommendations appear directly within the contact center platform, providing agents with the information they need right at their fingertips to reduce call times.\x26nbsp;\x26nbsp;<\\\/li>\\r\\n\\t<li paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{45}\\\x22 paraid=\\\x22885840567\\\x22><strong>Dropped Call Summaries: <\\\/strong>Interactions are captured and documented up to the point of disconnection, ensuring continuity when the call is resumed.\x26nbsp;\x26nbsp;<\\\/li>\\r\\n<\\\/ul>\\r\\n\\r\\n<p paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{69}\\\x22 paraid=\\\x22214146049\\\x22>Also becoming generally available in Q1 2025 is <strong>Agent Wellness <\\\/strong>for the contact center. These AI features allow for proactive actions such as automatic breaks for agents, changes in agent schedules and shifting of which channels agents support to increase or decrease capacity based on need.\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{95}\\\x22 paraid=\\\x221530637168\\\x22>AI is also powering analytics to help customer experience leaders operate a smarter, more efficient contact center:\x26nbsp;<\\\/p>\\r\\n\\r\\n<ul>\\r\\n\\t<li paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{139}\\\x22 paraid=\\\x22839046102\\\x22><strong>Topic Analytics: <\\\/strong>Generally available now, these analytics quickly identify the drivers of incoming calls and customer issues to enable proactive issue resolution.\x26nbsp;<\\\/li>\\r\\n\\t<li paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{153}\\\x22 paraid=\\\x22974620858\\\x22><strong>Automatic CSAT Scoring: <\\\/strong>Available January 2025, this solution leverages operational data and transcripts to evaluate 100% of an organization\\u2019s customer interactions, addressing the common issue of low customer survey response rates. With these new insights, business leaders can resolve challenges as they arise and anticipate future needs, delivering a new wave of proactive customer experience.\x26nbsp; \x26nbsp;<\\\/li>\\r\\n<\\\/ul>\\r\\n\\r\\n<p paraeid=\\\x22{97817b38\u002D04c9\u002D4d43\u002D92ec\u002Da9bb48b12383}{177}\\\x22 paraid=\\\x22939634365\\\x22 xml:lang=\\\x22EN\u002DUS\\\x22><strong>About Cisco\x26nbsp;\x26nbsp;<\\\/strong><\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{185}\\\x22 paraid=\\\x22332405431\\\x22>Cisco (NASDAQ:\\u202f<a href=\\\x22https:\/\/www.prnewswire.com\/news\u002Dreleases\/cisco\u002Dappoints\u002Dsarah\u002Drae\u002Dmurphy\u002Dto\u002Dits\u002Dboard\u002Dof\u002Ddirectors\u002D301611916.html#financial\u002Dmodal\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>CSCO<\\\/a>) is the worldwide technology leader that securely connects everything to make anything possible. Our purpose is to power an inclusive future for all by helping our customers reimagine their applications, power hybrid work, secure their enterprise, transform their infrastructure, and meet their sustainability goals.\x26nbsp; Discover more on\\u202f<a href=\\\x22https:\/\/newsroom.cisco.com\/\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>The Newsroom<\\\/a>\\u202fand follow us on X at\\u202f<a href=\\\x22https:\/\/twitter.com\/Cisco\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>@Cisco<\\\/a>.\\u202f\x26nbsp;\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{206}\\\x22 paraid=\\\x2277859112\\\x22>Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and\/or its affiliates in the U.S. and other countries. A listing of Cisco\x27s trademarks can be found at\\u202f<a href=\\\x22https:\/\/www.cisco.com\/c\/en\/us\/about\/legal\/trademarks.html\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>www.cisco.com\/go\/trademarks<\\\/a>. Third\u002Dparty trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.\\u202f\\u202f\\u202f\x26nbsp;\x26nbsp;<\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{221}\\\x22 paraid=\\\x222000779188\\\x22><strong>About Webex by Cisco\x26nbsp;\x26nbsp;<\\\/strong><\\\/p>\\r\\n\\r\\n<p paraeid=\\\x22{354698e7\u002D116c\u002D4dca\u002Db841\u002D10de8805364e}{227}\\\x22 paraid=\\\x22481189570\\\x22><a href=\\\x22http:\/\/www.webex.com\/\\\x22 rel=\\\x22noreferrer noopener\\\x22 target=\\\x22_blank\\\x22>Webex<\\\/a> is a leading provider of cloud\u002Dbased collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose\u002Dbuilt collaboration devices. At Webex, we start with people and their experiences first. This focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Our solutions are underpinned with security and privacy by design. We work with the world\x27s leading business and productivity apps \\u2013 delivered through a single application and interface. 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data-config-metrics-group="hero" class="newsroom-c-hero"> <div class="newsroom-c-hero__body"> <div class="newsroom-c-hero__eyebrow"> Press Release </div> <h1 class="newsroom-c-hero__title"> Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences </h1> </div> <div class="newsroom-c-hero__image"> <img class="cmp-image__image" src="https://newsroom.cisco.com/c/dam/r/newsroom/en/us/assets/a/y2023/webexone24.png" alt="Cisco Announces New Webex AI Agent and AI Solutions for the Contact Center to Transform Customer Experiences "/> </div> </section> </section> <div class="container responsivegrid"> <div id="container-0ddf39f539" class="cmp-container"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="container responsivegrid newsroom-grid-wrapper aem-GridColumn aem-GridColumn--default--12"> <div id="container-1c45099900" class="cmp-container"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div 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function addEmptyLineIfMissing(className) { const preElements = document.querySelectorAll('pre.' + className); preElements.forEach(preElement => { let content = preElement.textContent; content = content.replace(/([^\n\r]\S*\n)(?!\s*\n)/g, '$1\n'); preElement.textContent = content; }); if (preElements.length === 0) { console.error('No <pre> elements found with class:', className); } } addEmptyLineIfMissing('newsroom-c-subheadline-h2'); </script> </div> <div class="newsroom-component newsroom-rte aem-GridColumn aem-GridColumn--default--8"><div></div> <div class="newsroom-c-rte" data-config-metrics-group="rte"> <p paraeid="{87bd95d7-9568-43e6-8d0e-95aa658f5e83}{17}" paraid="1009333895"><strong>News Summary: </strong></p> <ul> <li paraeid="{87bd95d7-9568-43e6-8d0e-95aa658f5e83}{23}" paraid="26908316">Cisco’s Webex AI Agent automates contact center inquiries with conversational intelligence for quick and effective issue resolution </li> <li paraeid="{87bd95d7-9568-43e6-8d0e-95aa658f5e83}{63}" paraid="296297823">New Webex AI Agent, AI Agent Studio and Cisco AI Assistant for Webex Contact Center will change how businesses interact with and support their customers </li> </ul> <p paraeid="{87bd95d7-9568-43e6-8d0e-95aa658f5e83}{109}" paraid="1776806289"><strong>FORT LAUDERDALE, Fla., October 23, 2024 –</strong> Today at WebexOne, Cisco (NASDAQ: CSCO) unveiled new <a href="https://blog.webex.com/customer-experience/revolutionizing-customer-experience-webex-ai-powered-innovations/" rel="noreferrer noopener" target="_blank">AI-powered innovations,</a> including the 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, streamline issue resolution and improve overall customer satisfaction. This enables business leaders to deliver faster, more effective and more empathetic interactions that improve customer trust and brand loyalty. </p> <p paraeid="{6fdb68ab-6f64-43a1-b6da-ab836d18687e}{162}" paraid="1101001411" xml:lang="EN-US"><strong>Webex AI Agent: Addressing the Need for Immediate and Effective Self-Service </strong></p> <p paraeid="{a71fa28f-8d55-41c0-a7d3-da816d945a46}{246}" paraid="329770576">To address rising customer expectations for helpful and immediate assistance, Cisco announced the new Webex AI Agent. This self-service concierge swiftly 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. It will transform the experience for customers, eliminating the complexity and frustration they are accustomed to.  </p> <p paraeid="{868bfd6c-b643-45c1-8fa6-da3833eaf877}{68}" paraid="117995028">“Customer experience can make or break a brand, and unlike other solutions on the market, the Webex AI Agent solves customer problems instantaneously and will fundamentally transform the experiences we have all reluctantly been using for far too long,” said Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco. “At Cisco, we’re building AI solutions natively. We start product design with the assumption that AI is going to be in the core fabric of the product and an essential ingredient in how we reimagine customer experiences. We believe that in the next few years, a large majority of first-time calls will be handled by an AI Agent that will be just as interactive, dynamic, engaging and personable as a human agent.” </p> <p paraeid="{d8ec8f8b-226c-4e3e-b05a-01e66b9e605c}{188}" paraid="98473815">According to a <a href="https://www.webex.com/content/dam/www/us/en/documents/webexone/cx-research-maturity-model-infographic-cm-4669.pdf" rel="noreferrer noopener" target="_blank">new global study</a> conducted by Cisco, there is a link between customer satisfaction and effective self-service tools. Current options are failing to meet their needs. For example, rebooking a flight or replacing a lost credit card typically require live agent support, leading to long queues and hold times, multiple transfers, frustrated customers and agent burnout. Webex AI Agent provides self-service options for scenarios like these, which can result in a 39% improvement in customer satisfaction (CSAT) scores according to customer experience leaders.  </p> <p paraeid="{8ed14782-6662-4e12-8646-1d3b4cd39446}{185}" paraid="2018375818"><strong>AI Agent Studio: Simplify and Scale the Contact Center  </strong></p> <p paraeid="{c6ea102a-cf84-4ec0-bf30-a3286a171c07}{96}" paraid="1634936024">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, providing them with unmatched scalability and user-friendliness. 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. </p> <p paraeid="{4b293f8c-8988-4a96-8282-a2bbc289353b}{156}" paraid="2129751322">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.  </p> <p paraeid="{4b293f8c-8988-4a96-8282-a2bbc289353b}{221}" paraid="256731640"><strong>Building on Cisco’s AI Momentum in Webex Contact Center  </strong></p> <p paraeid="{bb94c39e-5971-451e-9939-0a86924fd494}{216}" paraid="1180361353">Customer-facing teams often struggle with information overload and growing workloads, leading to longer resolution times and decreased CSAT scores. In fact, customer experience leaders report that <a href="https://www.webex.com/content/dam/www/us/en/documents/webexone/cx-research-maturity-model-infographic-cm-4669.pdf" rel="noreferrer noopener" target="_blank">1 out of 3 agents</a> lack the customer context needed to deliver ideal customer experiences. With the Cisco AI Assistant for Webex Contact Center, becoming generally available in Q1 2025, busy agents and supervisors benefit from automated guidance at their fingertips to provide expert-level customer support, including: </p> <ul> <li paraeid="{bb94c39e-5971-451e-9939-0a86924fd494}{246}" paraid="1963073653"><strong>Context Summaries:</strong> When an agent is required, context summaries facilitate seamless handoffs from an AI agent to contact center agent.  All necessary background information is provided to continue the conversation while eliminating the need for customers to repeat themselves.  </li> <li paraeid="{354698e7-116c-4dca-b841-10de8805364e}{3}" paraid="621278363"><strong>Suggested Responses: </strong>Recommendations appear directly within the contact center platform, providing agents with the information they need right at their fingertips to reduce call times.  </li> <li paraeid="{354698e7-116c-4dca-b841-10de8805364e}{45}" paraid="885840567"><strong>Dropped Call Summaries: </strong>Interactions are captured and documented up to the point of disconnection, ensuring continuity when the call is resumed.  </li> </ul> <p paraeid="{354698e7-116c-4dca-b841-10de8805364e}{69}" paraid="214146049">Also becoming generally available in Q1 2025 is <strong>Agent Wellness </strong>for the contact center. These AI features allow for proactive actions such as automatic breaks for agents, changes in agent schedules and shifting of which channels agents support to increase or decrease capacity based on need. </p> <p paraeid="{354698e7-116c-4dca-b841-10de8805364e}{95}" paraid="1530637168">AI is also powering analytics to help customer experience leaders operate a smarter, more efficient contact center: </p> <ul> <li paraeid="{354698e7-116c-4dca-b841-10de8805364e}{139}" paraid="839046102"><strong>Topic Analytics: </strong>Generally available now, these analytics quickly identify the drivers of incoming calls and customer issues to enable proactive issue resolution. </li> <li paraeid="{354698e7-116c-4dca-b841-10de8805364e}{153}" paraid="974620858"><strong>Automatic CSAT Scoring: </strong>Available January 2025, this solution leverages operational data and transcripts to evaluate 100% of an organization’s customer interactions, addressing the common issue of low customer survey response rates. With these new insights, business leaders can resolve challenges as they arise and anticipate future needs, delivering a new wave of proactive customer experience.   </li> </ul> <p paraeid="{97817b38-04c9-4d43-92ec-a9bb48b12383}{177}" paraid="939634365" xml:lang="EN-US"><strong>About Cisco  </strong></p> <p paraeid="{354698e7-116c-4dca-b841-10de8805364e}{185}" paraid="332405431">Cisco (NASDAQ: <a href="https://www.prnewswire.com/news-releases/cisco-appoints-sarah-rae-murphy-to-its-board-of-directors-301611916.html#financial-modal" rel="noreferrer noopener" target="_blank">CSCO</a>) is the worldwide technology leader that securely connects everything to make anything possible. Our purpose is to power an inclusive future for all by helping our customers reimagine their applications, power hybrid work, secure their enterprise, transform their infrastructure, and meet their sustainability goals.  Discover more on <a href="https://newsroom.cisco.com/" rel="noreferrer noopener" target="_blank">The Newsroom</a> and follow us on X at <a href="https://twitter.com/Cisco" rel="noreferrer noopener" target="_blank">@Cisco</a>.   </p> <p paraeid="{354698e7-116c-4dca-b841-10de8805364e}{206}" paraid="77859112">Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at <a href="https://www.cisco.com/c/en/us/about/legal/trademarks.html" rel="noreferrer noopener" target="_blank">www.cisco.com/go/trademarks</a>. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.     </p> <p paraeid="{354698e7-116c-4dca-b841-10de8805364e}{221}" paraid="2000779188"><strong>About Webex by Cisco  </strong></p> <p paraeid="{354698e7-116c-4dca-b841-10de8805364e}{227}" paraid="481189570"><a href="http://www.webex.com/" rel="noreferrer noopener" target="_blank">Webex</a> is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. At Webex, we start with people and their experiences first. This focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Our solutions are underpinned with security and privacy by design. We work with the world's leading business and productivity apps – delivered through a single application and interface. 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