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Cisco Unveils AI Innovations to Transform Collaboration and Customer Experience

Cisco

Business Honor
18 March, 2025

Webex solutions powered by AI boost productivity, automate workflows, and transform customer interactions.

Cisco (NASDAQ: CSCO) will reveal its agentic AI collaboration vision at Enterprise Connect, introducing AI-powered offerings to enhance customer, employee, and IT experiences. Cisco is dedicated to creating an AI-driven future where AI predicts, resolves issues, and enhances productivity. Among the key highlights of Cisco's announcement is the release of the Webex AI Agent, an AI solution that simplifies customers' interactions with natural, human-like conversations and real-time automation.

While businesses transition from legacy contact centers to AI-based experience centers, Cisco's Webex Customer Experience platform is at the forefront. Webex AI Agent, released on March 31, 2025, will provide 24/7 self-service capabilities, supplementing human agents by responding to customer inquiries and executing tasks. The Cisco AI Assistant for Webex Contact Center will also bring new capabilities in Q2 2025, including suggested responses and real-time transcription for agents, enhancing service efficiency.

Beyond customer interactions, Cisco's collaboration tools powered by AI are meant to make workflows for employees easier. The Cisco AI Assistant for Webex will be brought together with enterprise applications such as Salesforce and ServiceNow, with the automation of workflows and meeting summations. AI capabilities, analytics, and customization will become centrally accessible to IT administrators in Webex Control Hub.

Cisco is also transforming business calling with Webex Calling Customer Assist. The AI-powered solution will allow employees to manage customer interactions efficiently, helping retail, banking, and healthcare industries with intelligent call routing, AI-based support, and analytics.

Building on its AI platform even more, Cisco is introducing Apple AirPlay to Microsoft Teams Rooms and introducing Cisco Spatial Meetings for richer collaboration. Native Epic integration for Webex Contact Center also will simplify patient data access in healthcare.