Webex AI Agent

Webex AI Agent refers to Cisco’s autonomous conversational artificial intelligence system integrated within the Webex Contact Center platform that functions as a self-service concierge to handle customer inquiries through natural dialogue and conversational intelligence. 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. The agent operates across voice and digital channels, providing proactive customer support while reducing human agent workload through automated query resolution.

Webex AI Agent leverages advanced natural language processing and machine learning capabilities to understand customer intent, access relevant information from integrated systems, and deliver contextually appropriate responses. The system seamlessly escalates complex issues to human agents with complete interaction context, ensuring continuity in customer service experiences. The AI Assistant automates tasks across your contact center so your customer-facing teams can focus on delivering exceptional experiences, while maintaining conversation history and providing summaries to optimize overall contact center performance.