Cisco has announced new Webex AI Agents, part of the Webex Customer Experience portfolio.

 

Webex AI Agent also includes a new authoring tool called AI Agent Studio, which makes it easy for business users and IT administrators to train and deploy AI agents, giving them unmatched scalability and ease of use, the press release said.

The AI ​​Agent Studio enables contact centers to deploy a voice or digital AI agent in minutes and choose which AI models to use to support customer queries.

Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco, believes that in the coming years, a large portion of first-time conversations will be handled by an AI Agent. According to Patel, these will be “as interactive, dynamic, engaging and personalized as a human agent.”

With the Cisco AI Assistant for Webex Contact Center, generally available in Q1 2025, busy agents and supervisors will benefit from automated guidance at their fingertips to provide expert-level customer support, including context summaries, answer suggestions, and abandoned call summaries.

Webex AI Agent, along with AI Agent Studio, will be generally available in Q2025 XNUMX for cloud users.

Agent Wellness for the contact center will also be generally available in Q1 2025. These AI capabilities enable proactive actions like automatic agent breaks, changes to agent schedules, and shifting which channels agents support to increase or decrease capacity based on need. (Cisco)

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