“Just a moment, let me check …”
This sentence is spoken thousands of times a day in contact centres – and perfectly sums up the dilemma many service teams face: customers expect quick, competent answers, while agents are simultaneously searching for data, taking notes, and documenting the conversation. Meanwhile, customers are tapping their fingers impatiently. It costs time and – let’s be honest – nerves on both sides. This is exactly where the Cisco AI Assistant for Webex Contact Centre comes in. It supports your agents during live conversations with automated suggestions, provides real-time contextual guidance, and ensures that customers feel understood, without annoying repetitions or breaks in the service experience.

Key functions at a glance

Summaries when handed over from the AI Agent

The AI Assistant for Webex Contact Centre automatically generates concise, accurate summaries of each conversation – via chat or voice – for your agents.

Benefits for agents

• From the start, they can work in a solution-oriented way because they already have the full context.
• They’re significantly relieved by eliminating the need to catch up on complex customer issues.
• They experience a positive shift in their role – from “question asker” to “problem solver”, which can boost job satisfaction.

Benefits for supervisors

• Team performance can be evaluated differently: the focus shifts from “how fast?” to “how well?”.
• Training strategies can focus more on problem solving rather than information gathering.
• They gain insight into the quality of handovers between AI and human staff.

Summaries of dropped calls

The AI Assistant for Webex Contact Centre creates summaries of all dropped voice calls. Contact centres can then proactively reach out to the affected callers.

Benefits for agents

• They can seamlessly continue the previous conversation without having to ask clarifying questions or make the customer repeat everything.

Benefits for supervisors

• They can identify systemic call drop patterns (e.g. network issues or waiting times), providing a basis for routing, channel strategy, or infrastructure improvements.

Automated CSAT analysis

The AI Assistant for Webex Contact Centre offers insights into customer satisfaction by generating automated CSAT (Customer Satisfaction Score) ratings based on call recordings, sentiment analysis, tone, waiting times, and transcripts.

Benefits for agents

• They receive instant feedback and an assessment of their own performance.
• Transparent performance metrics create intrinsic motivation.

Benefits for supervisors

• It becomes easier to identify training needs, select relevant conversations for review, and quickly address dissatisfied customers.
• Staffing decisions can be made based on the individual strengths and weaknesses of team members.

Agent wellbeing

The AI Assistant for Webex Contact Centre automatically detects signs of stress or burnout in agents and enables proactive interventions such as rerouting calls, switching to a less demanding channel, or scheduling a break.

Benefits for agents

• It reduces stress and emotional fatigue.
• It helps agents stay motivated and perform well, improving job satisfaction.

Benefits for supervisors

• It provides a foundation for personnel strategies that reduce turnover.
• It allows workload distribution more evenly across the team.
• It delivers measurable results in preventing overload.

Topic analytics

The AI Assistant for Webex Contact Centre supports topic analysis. It uses historical data to identify and evaluate the most common customer concerns and organises conversations by topic.

Benefits for agents

• They can proactively recognise and address common issues with the help of insights.
• They can specialise and deepen their expertise in specific areas.
• They’re given the opportunity to develop professionally through topic-specific training.

Benefits for supervisors

• They can optimise team structures based on topics rather than communication channels.
• They gain valuable input for process improvements, team training and routing strategies.
• It provides a well-founded basis for automation decisions.

Coming in Q2 2025

Suggested responses

Agents will see context-based response suggestions during live interactions, including recommendations for next steps.

Benefits for agents

• They save time when writing responses.
• They work more efficiently on complex queries without compromising quality.
• New hires benefit from day one, as expert knowledge is accessible to all.

Benefits for supervisors

• Onboarding is streamlined, and training time is reduced.
• Customers are more satisfied due to greater consistency in responses.
• Agent roles can shift more towards relationship management.

Real-time transcription

Agents receive instant and continuous transcriptions during live calls.

Benefits for agents

• Especially useful for hearing impairments, strong accents, fast speech or complex topics.

Benefits for supervisors

• Support becomes more consistent, regardless of how clearly the customer speaks.

Use Case Examples

Handling complex queries in a more structured way

Scenario:
A customer reports an issue involving multiple systems and processes – for example, an incorrectly issued invoice for a business customer.

Challenge:
The agent needs to quickly access contract data, payment history and CRM notes while the conversation is ongoing. Ideally without the customer having to repeat everything.

Solution with AI Assistant for Webex Contact Centre:

• The Assistant provides real-time access to relevant customer data and generates automatic notes.
• When handing it off to a colleague, it delivers a precise summary of the conversation so far.
• After the call, it creates a full summary with follow-up tasks.

Results:

• Shorter call durations due to fewer repetitions.
• Smoother handovers and greater customer satisfaction.
• Higher first-call resolution rates thanks to contextual support.
• More efficient resource usage throughout the service centre.

Onboarding new agents more efficiently

Scenario:
A new contact centre team is formed for a campaign and must be operational quickly without compromising service quality.

Challenge:
Training usually takes several weeks, especially when agents handle a wide range of topics.

Solution with AI Assistant for Webex Contact Centre:

• The Assistant offers context-based suggestions based on conversation flow, tone and customer data.
• For complex topics, it retrieves relevant knowledge base articles instantly, so agents don’t have to search across systems.
• It also detects signs of overload and can recommend breaks or channel switching.

Results:

• Shorter onboarding time for new agents.
• Higher first-call resolution even for new hires.
• New team members feel more supported and confident.
• Consistent service quality across the board.

Identifying and addressing recurring issues

Scenario:
The contact centre sees a surge in support requests about a new product feature, but the root cause is unclear.

Challenge:
Supervisors and QA teams would usually need to manually analyse the issues, a time-consuming and error-prone task.

Solution with AI Assistant for Webex Contact Centre:

• Topic analytics automatically categorises concerns and clusters common issues across channels.
• Managers can instantly see which topics dominate, where confusion arises, or what triggers escalations.

Results:

• Clear insights into which topics tie up the most resources, no guesswork.
• Targeted improvements based on precise problem identification.
• Training and support efforts can focus exactly where they’re needed most.

Conclusion

The Cisco AI Assistant for Webex Contact Centre is more than a technical add-on; it supports your team exactly where it matters most: in live customer interactions.

You want your agents to stop jumping between systems and focus fully on the conversation? You’re looking to automate routine tasks without losing control? The AI Assistant brings structure, speed and quality to customer service, without replacing the human connection.

It helps you manage conversations more efficiently, boosts customer satisfaction, and reduces the burden on your team. Without lengthy implementation or complex integration.

Thinking about making your customer service smarter? Now is the right time to start. We’re here to support you, from the initial idea to successful deployment.