At WebexOne, Cisco unveiled AI-powered innovations, 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 effective and more empathetic interactions that improve customer trust and brand loyalty, Cisco said.
Webex AI Agent: Cisco’s new AI-powered self-service tool addresses rising customer expectations by offering real-time, conversational solutions to customer inquiries. It eliminates long wait times and frustration, delivering faster resolutions and enhancing customer satisfaction.
AI Agent Studio: Simplifies the deployment of AI agents in contact centers, allowing businesses to quickly launch voice or digital AI agents that can handle routine tasks, reducing the workload for human agents and enabling them to focus on higher-priority issues.
Cisco AI Assistant: Supports live agents by providing automated guidance, such as context summaries for seamless handoffs from AI agents, suggested responses, and documentation of dropped calls. This minimizes the need for customers to repeat information and reduces call times.
Agent Wellness: AI-driven features optimize agent schedules, recommend breaks, and adjust workloads based on demand, improving agent well-being and efficiency.
Analytics: AI-powered tools like Topic Analytics (already available) and Automatic CSAT Scoring (coming in January 2025) help identify customer issues and score interactions, allowing contact centers to proactively address concerns and enhance service quality.
Cisco Spatial Meetings: AI enhances the sense of in-person presence by creating immersive, spatial video experiences. This allows remote users to feel as though they are in the same room, improving engagement in product demos, training, and meetings.
Ceiling Microphone Pro: AI-powered microphones automatically adjust to speaker positions and room configurations, ensuring clear audio for everyone. This creates a more inclusive and natural conversation flow, enhancing the overall meeting experience.
Cisco AI Assistant: Automates workflows by integrating with platforms like Salesforce, ServiceNow, and Zendesk. It can provide summaries and recaps that integrate with tools like Outlook, Teams, and Slack, speeding up decision-making and boosting productivity.
Vidcast Enhancements: AI generates highlights, chapters, and transcripts for asynchronous videos. It can also create scripts and voice-overs from uploaded PDFs or presentations, saving time and personalizing content for users.
AI-Generated Slido Polls: During webinars or large meetings, AI helps participants quickly create polls, making meetings more interactive and data-driven.
Workspace Designer: AI automates the design and customization of smart workspaces, providing 3D views of audio and video coverage and accelerating hybrid workspace deployment.
Smart Diagnostics: AI monitors and resolves meeting room issues in real time, minimizing downtime and ensuring smooth operation for IT teams.
