Webex AI Agent, available in early 2025, will bring together conversational intelligence with generative AI to help improve self-service. Dhingra pointed out that, while customers want self-service, 55% avoid it because they find it “rigid and unhelpful.”
Existing AI bots “tend to be scripted, robotic, quite limited in what they can do,” said Dhingra.
The AI Agent platform will include a new design tool, AI Agent Studio, which allows contact centers to build, customize, and deploy voice or digital agents in minutes, choosing the model of their choice, Cisco said. This could help improve customer interactions and resolve issues more quickly and easily.