How Cisco's Agentic AI System Could Revolutionise CX
Agentic AI is reshaping how organisations operate, empowering them to make swift decisions, handle complex tasks and quickly adapt to market shifts.
This transformative technology is not proving pivotal both within and without businesses, especially in enhancing customer experiences.
For years, Cisco has been integral in providing reliable infrastructure essential for the adoption and scaling of AI technologies, offering businesses a suite of solutions, spanning infrastructure, security, data management and software.
Now, the company is charting the future of agentic AI with the introduction of new technologies aimed at boosting customer service, employee productivity and IT operations.
AI-powered customer experience transformation
One of Cisco's main focuses when it comes to agentic AI is the prediction of customer and employee experiences.
Its Webex AI Agent, for example, uses AI to craft and manage automated, human-like AI agents for customer support.
There's also the AI Assistant for Webex and Webex Calling Customer Assist, both designed to streamline operations and improve interactions in both digital and physical spaces.
Cisco's Webex Customer Experience portfolio seamlessly integrates AI tools that automate responses, augment agent capability and eradicate delays.
The Webex AI Agent acts as a sophisticated virtual assistant, engaging customers in natural, human-like dialogue to manage routine inquiries, underpinning the entire system.
"Enterprises are starting to realise the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds," says Jeetu Patel, Cisco's Executive Vice President and Chief Product Officer.
With general availability marked for 31 March 2025, the Webex AI Agent is set to revolutionise the Webex Contact Center by facilitating real-time automation that mimics live agent interactions, thus enhancing overall customer service experiences.
This is complemented by the Cisco AI Assistant for Webex Contact Center, which improves interactions for both customers and agents.
Planned features include suggested responses and real-time transcription for agents, enhancing tools like dropped call summaries and automated customer satisfaction scoring.
“Agentic AI is reinventing what it means for people and technology to work together across the physical and digital worlds.”
Enhancing connectivity and integration with AI
Cisco is also broadening the scope of AI functionalities to enhance real-time interaction and customer engagement across a diverse range of industries and workspaces.
The Webex Calling Customer Assist tool now allows any organisational member to handle customer support with AI-aides, optimising customer service in sectors like retail and healthcare.
Moreover, Cisco continues to advance integration across enterprise applications with several other solutions to enhance workplace connectivity and efficiency.
“Our customers love how Webex AI is built seamlessly into the way you work,” says Jeetu.
"Working alongside employees, increasing efficiency, improving employee sentiment and enhancing overall customer experiences."
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