Cisco is ramping up its agentic AI offering with features to improve the customer and employee experience for businesses through its Webex collaboration services.
Webex AI Agent is a new product launching at the end of March. It will improve customer experiences, while an update to Cisco AI Assistant for Webex Contact Center aims to transform contact centres into customer experience centres.
The new Agentic AI tools, definitely the hot tech trend for 2025, are integrated into Cisco’s products, creating a smooth experience to empower users and optimise their operational workflows.
Cisco bills Agentic AI as the next evolution of AI innovation. A world where AI can predict problems before they happen. Whether that’s troubleshooting issues in a conference room before an important meeting or a utility company that detects a localized power outage before it escalates.
“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,” said Jeetu Patel, executive vice president and chief product officer, Cisco. “Our customers love how Webex AI is built seamlessly into the way you work. Working alongside employees increasing efficiency, improving employee sentiment and enhancing overall customer experiences.”
Creating customer experience centres with AI
AI Agent for Webex is a 24/7, self-service solution with natural, human-like interactions. It works alongside human agents, answering routine and high-volume customer questions and executes actions to fulfil customer requests, eliminating the need for queues or wait times.
Cisco AI Assistant for Webex Contact Center is getting a major upgrade in Q2 2025, including suggested responses and real-time transcription for agents. These will join existing features including context transfer summaries, dropped call summaries, Agent Wellbeing, topic analytics and automatic customer satisfaction scores (Auto CSAT).
Traditional contact centers, primarily reactive are evolving into experience centers where every interaction is an opportunity to provide better service. With the Webex Customer Experience portfolio, tools like AI Agent and AI Assistant for Contact Center answer customers’ questions and integrate with back-office systems for automated intent fulfilment.
Delivering AI-powered employee experiences for end users and IT
Cisco is pushing a broad service approach. Workflow Automation in Cisco AI Assistant for Webex streamlines processes and saves time by working across enterprise apps like Salesforce, ServiceNow, and Jira. This enables users to more efficiently complete tasks and automatically share meeting summaries across enterprise apps.
In today’s AI-powered era, Cisco sees a world of employees who expect intelligent and efficient collaboration experiences. AI-powered solutions boost their productivity, from the end users to the IT professionals who ensure smooth operations. Employees will use the upcoming tools to increase productivity, with workflow automation that streamlines routine tasks, easily customising and managing AI capabilities and insights.
IT admins can easily access, search and manage all of a company’s AI ecosystems in one place, and customise them to match their organisation’s needs. They will also be able to see analytics on AI usage, trends, and employee adoption metrics within Webex Control Hub. Any employee can be empowered to assist customers with a Webex Calling solution. Webex Calling Customer Assist empowers any employee to assist customers with an AI-powered, modern experience in the Webex app on their desktop or smartphone.
With Customer Assist, local and regional branches including retail stores, bank branches, pharmacies and healthcare clinics can improve customer experiences, resolve issues and build strong relationships. With more features available later this year, Cisco intends to provide efficient call routing, AI assistance for agents and supervisors and powerful analytics in Webex Calling.
As Agentic AI spreads everywhere across the software and services world, it is probably time to ask if your business is using them? And if not, which ones will add the greatest value across customer and business operations.