Cisco Unveils AI-Powered Enhancements to Webex Platform for Improved Customer Service and Collaboration
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Cisco debuts new AI-powered customer service features for Webex - SiliconANGLE
Cisco debuts new AI-powered customer service features for Webex Cisco Systems Inc. is upgrading Webex with new artificial intelligence features designed to make customer service teams more productive. The company debuted the update today at the Enterprise Connect communications conference. Some of the enhancements will roll out this month, while the rest are set to become available later in 2025. Webex is a communications platform that workers can use to host videoconferences, organize webinars and field customer support requests. The software also provides features for other tasks such as running employee polls. Cisco says that Webex is used by 95% of the Fortune 500. Webex Contact Center, a version of the platform geared toward customer service teams, includes an automation tool called the AI Assistant. At Enterprise Connect today, Cisco previewed a new release of AI Assistant that can transcribe customer calls in near-real-time. It will also provide support representatives with advice on how they should respond to user requests. "Suggested responses display contextual real-time recommendations on how the agent should respond or what actions they can take next when working on an interaction," Snorre Kjesbu, senior vice president and general manager of employee experiences at Cisco, wrote in a blog post. "These recommendations are displayed directly within the agent desktop within the AI assistant." According to Cisco, AI Assistant doubles as a task automation engine. The company is rolling out integrations that will allow the tool to take actions in third-party applications such as Salesforce, ServiceNow and Jira. A support representative could, for example, ask AI Assistant to create a new lead record when a customer expresses interest in making a purchase. Alongside AI Assistant, Webex provides a second automation tool called AI Agent that Cisco previewed last year. The latter feature can answer customer questions and automatically perform repetitive business tasks. Cisco today announced plans to move AI Agent into generally available on March 31. Webex Calling, Cisco's cloud-based phone system, is receiving new AI features as well. The company today previewed an upcoming release of the platform that will be capable of automatically routing each customer call to the agent best-equipped to field it. Cisco is also promising "AI assistance for agents and supervisors." Administrators can manage their companies' Webex environments through a dashboard called the Control Hub. According to Cisco, the tool is being upgraded with settings for customizing Webex's AI features. Control Hub will also display data on how workers interact with those features to help administrators track adoption. Cisco is rolling out the new capabilities alongside integrations with several third-party services.
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Cisco unveils Webex AI solutions for customer and employee experiences
At Enterprise Connect, Cisco announced new AI-powered solutions and updates to its Webex collaboration platform, focusing on what the company terms "agentic AI collaboration." The announcements include the general availability of Webex AI Agent, new features for the Cisco AI Assistant in Webex Contact Center and Webex Suite, and solutions for Webex Calling and device integrations. The overall aim is to improve both customer and employee experiences by anticipating needs, automating tasks, and enhancing productivity. Cisco is positioning its Webex platform as a key enabler in the shift from traditional contact centers to "experience centers." This involves using AI to provide more proactive and personalized customer interactions. Key new and updated AI solutions in this area include: Cisco is also introducing AI features aimed at improving employee productivity and streamlining IT management: Cisco also announced several enhancements to the broader Webex ecosystem: "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.
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Cisco Unveils AI-Powered Solutions With Webex AI Agent - Cisco Systems (NASDAQ:CSCO)
Next: Get access to a new market-moving chart every day featuring a stock flashing clear technical signals. See today's pick now. Cisco Systems, Inc. CSCO is preparing to introduce new artificial intelligence-powered solutions. What Happened: The company is rolling out updates. The goal is to improve workflows in AI Assistant for Webex Suite and simplify employee interactions with Webex Calling Customer Assist and AirPlay on Cisco Devices for Microsoft Teams Rooms. With updates to the Cisco AI Assistant for Webex Contact Center and the availability of Webex AI Agent, Cisco is transforming contact centers into customer experience hubs. New solutions for end users and IT teams include Webex Calling Customer Assist, enhanced features in Webex Control Hub, and new workflow automation capabilities for the Cisco AI Assistant for Webex. See Also: Restaurant Sales Sink: Recession Warning Or Just Weather-Driven Dip? Why It Matters: The Cisco AI Assistant for Webex Contact Center, with new features like suggested responses and real-time transcription arriving in the second quarter of 2025, enhances both agent efficiency and customer experience. The product enhances efficiency by integrating with enterprise apps like Salesforce, ServiceNow, and Jira, enabling users to complete tasks faster and automatically share meeting summaries. Investors can gain exposure to the stock via iShares U.S. Telecommunications ETF IYZ and First Trust NASDAQ Cybersecurity ETF CIBR. Price Action: Cisco shares are up 1.39% at $60.66 premarket at the last check Monday Read Next: Niu Q4 Rides High On Demand For E-Scooters, But Gross Margins Decline Amid Higher Costs Image: Shutterstock CSCOCisco Systems Inc $60.720.36% Stock Score Locked: Want to See it? Benzinga Rankings give you vital metrics on any stock - anytime. Reveal Full Score Edge Rankings Momentum87.16 Growth34.13 Quality38.89 Value20.47 Price Trend Short Medium Long Overview CIBRFirst Trust NASDAQ Cybersecurity ETF $65.240.66% IYZiShares U.S. Telecommunications ETF $27.150.59% Market News and Data brought to you by Benzinga APIs
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Cisco introduces new AI features for Webex, including real-time transcription, suggested responses, and task automation, aimed at transforming customer service and enhancing employee productivity.
Cisco Introduces AI-Powered Upgrades to Webex Platform
Cisco Systems Inc. has unveiled a series of artificial intelligence (AI) enhancements to its Webex platform, aiming to revolutionize customer service and improve collaboration experiences. The announcements were made at the Enterprise Connect communications conference, with some features set to roll out this month and others later in 2025 1.
AI Assistant for Webex Contact Center
A key highlight of the update is the new release of AI Assistant for Webex Contact Center. This tool now offers near-real-time transcription of customer calls and provides support representatives with contextual recommendations for responses and actions. Snorre Kjesbu, Senior Vice President at Cisco, explained, "Suggested responses display contextual real-time recommendations on how the agent should respond or what actions they can take next when working on an interaction" 1.
The AI Assistant also functions as a task automation engine, with new integrations allowing it to perform actions in third-party applications such as Salesforce, ServiceNow, and Jira. This feature enables support representatives to create new lead records or complete other tasks efficiently 12.
Webex AI Agent and Calling Enhancements
Cisco announced that the Webex AI Agent, previewed last year, will become generally available on March 31, 2025. This tool can answer customer questions and automatically handle repetitive business tasks 1.
Webex Calling, Cisco's cloud-based phone system, is also receiving AI upgrades. The upcoming release will feature automatic routing of customer calls to the most suitable agent and provide "AI assistance for agents and supervisors" 12.
Employee Experience and IT Management
The updates extend beyond customer service to enhance employee productivity and IT management. New workflow automation capabilities for the Cisco AI Assistant for Webex Suite aim to streamline employee interactions 3. The Webex Control Hub is being upgraded with customization settings for AI features and will display data on feature usage to help administrators track adoption 12.
Ecosystem Enhancements and Industry Impact
Cisco is positioning Webex as a key player in the transition from traditional contact centers to "experience centers," leveraging AI for more proactive and personalized customer interactions. The company is also introducing integrations with third-party services and new device capabilities, including AirPlay support for Cisco Devices in Microsoft Teams Rooms 23.
Jeetu Patel, Executive Vice President and Chief Product Officer at Cisco, emphasized the significance of these advancements: "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" 2.
Market Response and Availability
The announcement has been well-received in the market, with Cisco's shares showing a 1.39% increase in premarket trading. Investors can gain exposure to Cisco's AI initiatives through ETFs such as the iShares U.S. Telecommunications ETF (IYZ) and First Trust NASDAQ Cybersecurity ETF (CIBR) 3.
As Cisco continues to innovate in the AI-powered collaboration space, these new features are expected to significantly impact how businesses approach customer service, employee productivity, and overall communication strategies in the coming years.
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