Inside Cisco's New Agentic AI Enterprise Tools
Agentic AI is reinventing the way organisations do business. It can make rapid decisions, manage and automate complex tasks and adapt quickly to changing market conditions.
Externally, AI agents are also playing a transformative role.
In customer-facing organisations and environments like call and contact centres, the technology helps businesses to elevate customer experience (CX), improve productivity and streamline operations.
Cisco has long-supported these kinds of business outcomes by providing the trusted infrastructure that powers and secures enterprise AI adoption.
The company provides solutions across infrastructure, security, data and software that drive organisational value.
Building on this, Cisco is unveiling its future vision for agentic AI-powered collaboration, introducing new technologies designed to enhance customer service, employee productivity and IT operations.
AI-powered customer experience transformation
Cisco is demonstrating a series of new solutions capable of predicting and automating customer and employee experiences at the Enterprise Connect comms and CX event.
This includes the general availability of Webex AI Agent, a platform that uses AI to create and manage automated, human-like AI agents for customer service and support.
As part of this evolution, Cisco is also announcing an AI Assistant for Webex Suite and Webex Calling Customer Assist, both aimed at streamlining workflows and improving interactions across digital and physical environments.
Customer service is shifting from traditional, reactive contact centres to AI-driven experience centres where every interaction is optimised for efficiency and satisfaction.
Cisco’s Webex Customer Experience portfolio integrates AI-powered tools that automate responses, enhance agent support and eliminate wait times.
Webex AI Agent, a self-service virtual assistant that engages in natural, human-like interactions to handle routine customer queries, underpins this.
“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.
Set for general availability on 31 March 2025, Webex AI Agent integrates with Webex Contact Center, enabling real-time automation to resolve issues as though customers were speaking with a live agent. By eliminating queues and improving query resolution speeds, it helps businesses to enhance the overall customer experience.
Complementing this is the Cisco AI Assistant for Webex Contact Center, designed to improve both customer and agent interactions.
New features launching in Q2 2025 include suggested responses and real-time transcription for agents, adding to existing tools like dropped call summaries, agent wellbeing monitoring and automated customer satisfaction scoring.
AI-driven productivity for employees and IT teams
In today’s fast-paced digital landscape, employees expect intelligent and efficient collaboration tools.
To meet these evolving expectations, Cisco is integrating AI capabilities across Webex to streamline tasks, automate workflows and enhance IT management within the business.
For example, a new Workflow Automation feature enables seamless task management across enterprise applications like Salesforce, ServiceNow and Jira – by automating routine processes, employees can save time and focus on higher-value work.
"Agentic AI is reinventing what it means for people and technology to work together across the physical and digital worlds”
Additionally, meeting summaries can be automatically shared across platforms, ensuring better collaboration and information flow.
For IT administrators, AI Capabilities in Webex Control Hub offer a centralised platform to manage AI tools across their organisation. This includes access to usage analytics, trend insights and customisation options tailored to specific business needs.
This kind of simplified approach to AI ecosystem management helps empower IT teams to maximise efficiency and improve business-wide collaboration.
Enhancing connectivity and integration with AI
Cisco is also expanding AI-driven functionalities to enhance real-time communication and customer engagement across a range of workspaces and industries.
For example, the Webex Calling Customer Assist solution enables any employee within an organisation to provide customer support using AI-powered tools.
Designed for industries like retail, banking and healthcare, this solution ensures that local branches can efficiently resolve customer queries while offering call routing, AI-driven assistance and analytics.
Beyond AI-driven communication, Cisco is enhancing integration across enterprise applications with several other solutions. These include:
- Apple AirPlay on Cisco Devices: now available for Microsoft Teams Rooms, allowing instant wireless content sharing from Apple devices.
- Cisco Spatial Meetings: enable immersive studio experiences using Webex for Apple Vision Pro.
- Glean-powered connectors: facilitate enhanced search and decision-making across.
- Epic integration for Webex Contact Center: expected to enter beta soon, will help contact centre agents access patient records within the electronic health record (EHR) system.
“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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