Empowering agents and supervisors: How Cisco AI Assistant for Contact Center is redefining customer experience.

In the world of customer experience, every second matters. Agents juggle complex customer questions, while supervisors work behind the scenes to coach teams and ensure seamless experiences. At Webex, we believe that empowering both agents and supervisors with the right technology is key to delivering exceptional service — and that’s exactly what the Cisco AI Assistant for Webex Contact Center is designed to do.

Powered by advanced generative AI and large language models (LLMs), Cisco AI Assistant for Webex Contact Center is bringing a new level of intelligence, automation, and ease to customer interactions. The result? Happier customers, more confident agents, and supervisors who can lead more effectively than ever before.

Let’s dive into how our Cisco AI Assistant is making it happen.

Smarter, faster agents.

Cisco AI Assistant for Webex Contact Center streamlines agent workflows by automating repetitive tasks and delivering contextual information precisely when needed. Key features include:

• AI Agent Transfer Summaries: When a conversation transitions from an AI agent or IVR system to a human agent, Cisco AI Assistant provides a concise summary of the prior interaction. This ensures continuity and spares customers from repeating information.
• Dropped Call Summaries: In cases of unexpected call disconnections, Cisco AI Assistant captures and summarizes the conversation, allowing agents to resume interactions seamlessly upon reconnection.
• Suggested Responses (Coming Soon): Cisco AI Assistant will provide real-time, context-aware response suggestions during live chats and phone calls, allowing agents to stay focused on the customer. For routine actions—such as sharing case details—that rely on already-reviewed information, Cisco AI Assistant can even execute them automatically, minimizing the need to switch between systems and boosting overall efficiency and customer satisfaction.

The power here isn’t just speed; it’s accuracy and consistency. Agents no longer have to guess or rely on outdated information. AI delivers the right knowledge at the right moment, helping agents resolve customer issues faster, improve first-contact resolution rates, and, importantly, feel more confident during every interaction.

By reducing cognitive load, AI allows agents to focus on what matters most: building rapport with customers and creating positive experiences.

Giving supervisors a new level of visibility and control.

Supervisors have always been the unsung heroes of the contact center. They coach agents, monitor customer satisfaction, and ensure operations run smoothly. But their biggest challenge has always been visibility: how do you quickly spot issues across hundreds (or thousands) of interactions?

Cisco AI Assistant for Webex Contact Center equips them with tools to monitor and improve operations effectively:

• Topic Analytics: By analyzing historical data, this feature identifies common reasons for customer contact, enabling admins to address recurring issues proactively and refine training programs.
• Automatic CSAT: Cisco AI Assistant automatically generates customer satisfaction scores for every voice interaction by analyzing survey data, operational metrics, and call recordings, providing a comprehensive view of service quality.
• Agent Wellbeing: Designed specifically for agents, Cisco AI Assistant monitors signs of potential burnout and provides timely support—such as suggesting breaks, reassigning calls, or adjusting workloads. This agent-focused experience promotes a healthier work environment and helps sustain high performance.

This enables a more proactive management style. Supervisors can spot struggling agents early, provide targeted coaching, and even identify systemic issues before they escalate. It’s a shift from reactive firefighting to strategic leadership.

Built on a foundation of security and trust.

Of course, AI in the contact center isn’t just about delivering flashy new features. It’s about doing so in a way that’s secure, trustworthy, and respects customer privacy.

Cisco’s Cisco AI Assistant is built using Cisco’s Responsible AI Framework — emphasizing transparency, privacy, fairness, and security at every step. Whether ensuring sensitive data is protected or making AI decisions explainable and auditable, Cisco is leading with responsibility.

Looking ahead: The future of AI-enabled customer experience.

Cisco AI Assistant for Webex Contact Center is just the beginning. As AI technology evolves, we’re continuously innovating to deliver even deeper, more personalized support for agents, supervisors, and customers alike.

Our vision is clear: a future where technology empowers humans — not replaces them — helping every contact center become a hub of efficiency, empathy, and excellence.

Because when agents and supervisors are empowered, customers feel the difference.

And that’s the future we’re building, today.

Learn more about Cisco AI Assistant for Webex Contact Center.

Learn more:

• Webex AI
• Delivering exceptional customer experiences with new AI-powered Webex innovations.
• How agent assist technology can enhance customer satisfaction.