Agentic AI is reshaping how organizations operate — enabling smarter decisions, automating complex tasks, and adapting rapidly to shifting market demands. But its impact is most visible in customer-facing environments, where AI tools and AI-driven systems are redefining what exceptional customer experience (CX) looks like.
For years, Cisco has been at the forefront of powering secure, AI-ready infrastructures for enterprises. Now, the company is doubling down, revealing its latest AI vision — one that elevates customer service, supercharges employee productivity, and simplifies IT operations through agentic AI.
At the Enterprise Connect event, Cisco showcased a new lineup of AI-driven tools designed to predict, automate, and enhance both customer and employee experiences. Leading the pack is the Webex AI Agent, now set for general availability by March 31, 2025.
This next-gen virtual assistant delivers natural, human-like conversations while automating customer service tasks — eliminating queues and improving query resolution times. Integrated directly into the Webex Contact Center, the AI Agent helps businesses shift from reactive contact centers to AI-driven experience centers optimized for speed and satisfaction.
“Enterprises are realizing agentic AI’s power to transform human-technology collaboration,” says Jeetu Patel, Cisco’s EVP and Chief Product Officer.
Supporting this vision is the AI Assistant for Webex Contact Center, rolling out new features in Q2 2025. These include suggested agent responses, real-time transcriptions, and automated customer satisfaction scoring, all aimed at enhancing both agent efficiency and customer experience.
Additionally, Webex Calling Customer Assist enables any employee — from retail associates to healthcare staff — to access AI-driven support tools, ensuring faster, more accurate customer assistance at every touchpoint.
Recognizing that employees demand smarter tools, Cisco is also embedding AI across Webex to streamline workflows, automate routine tasks, and improve IT management.
A standout feature is Workflow Automation, allowing seamless task management across apps like Salesforce, ServiceNow, and Jira. This frees employees to focus on higher-value work while repetitive tasks run automatically in the background.
For meetings, AI-powered tools generate instant summaries shared across platforms, ensuring that information flows effortlessly and collaboration remains smooth.
IT teams also benefit. With Webex Control Hub, administrators can monitor AI usage, track productivity trends, and customize AI tools — all from a centralized dashboard. This simplifies managing an organization’s AI ecosystem, maximizing efficiency while maintaining control.
Cisco’s new updates don’t stop at automation. The company is enhancing AI-driven connectivity, integration, and real-time communications across industries like retail, banking, and healthcare.
The Webex Calling Customer Assist tool empowers local branches to deliver excellent customer service with AI-guided support, intelligent call routing, and advanced analytics.
Other exciting integrations include:
- Apple AirPlay on Cisco Devices (now supporting Microsoft Teams Rooms) for instant wireless sharing from Apple devices.
- Cisco Spatial Meetings for immersive experiences using Apple Vision Pro.
- Glean-powered connectors that enable smarter search and faster decision-making.
- Upcoming Epic integration for Webex Contact Center, helping agents access patient records directly within electronic health systems.
“Our customers love how seamlessly Webex AI integrates into their workflows — boosting efficiency, employee morale, and customer satisfaction,” adds Patel.
Cisco’s latest AI advancements mark a significant leap toward transforming the workplace and customer experience. By merging AI-powered automation with trusted enterprise-grade infrastructure, Cisco is empowering businesses to achieve more — from faster service delivery to better decision-making and improved productivity.
As agentic AI evolves, Cisco’s ecosystem of solutions ensures businesses stay ahead, creating environments where people and technology work hand in hand for smarter, more efficient outcomes.
