How often have you thought, “That could have been handled by AI”? Perhaps when your support staff had to answer the same routine question for the third time. Or when you were piecing together meeting notes long after the call had ended.

Only a few years ago, technologies like automatic call summaries, real-time translations or AI-based audio enhancement sounded like science fiction. With Webex AI, they’re already part of everyday business.

With Webex AI, Cisco has built a platform that takes customer service, communication and team collaboration to the next level. Whether it’s a contact centre, a phone call, or a virtual meeting: AI already helps streamline workflows, reduce repetition and improve communication quality.

Let’s take a closer look at what Webex AI can do today. And this is just the beginning.

Webex AI Agent

The Webex AI agent enables self-service experiences that almost feel like a conversation with a real person. This is made possible using modern AI technology and automated processes in the background.

It independently handles routine enquiries via voice and digital channels. Your customers receive quick, human-like answers, without long waiting times or rigid menu navigation.

The AI agent doesn’t just answer questions, but can also perform actions such as cancelling orders, initiating refunds or booking appointments.

What can Webex AI Agent do?

• Responds to common questions about order status, opening hours, product info or technical issues via voice or text channels.
• Executes repetitive tasks, like creating support tickets.
• Operates across multiple channels, including voice, email, chat and messaging apps.
• If a query becomes too complex, it seamlessly hands off to a human agent, with full context and a summary of the conversation.
• And the best thing about this is that programming as an autonomous AI assistant takes only a fraction of the time previously required.

If you’re looking to not only improve self-service but also actively support your agents during live interactions, the Webex AI Assistant comes into play.

Webex AI Assistant for Contact Centres

The AI Assistant provides agents with dropped call summaries, topic analytics or automated summaries from AI Agents to optimise customer conversations.

Live transcription in real time will also be available from the second quarter of 2025. This is particularly helpful in the case of hearing impairments, strong accents, fast speech rates or complex topics.

This is supplemented by context-based response suggestions that are displayed to the agent directly in the AI Assistant during an ongoing interaction, including recommendations on how to proceed.

What can the AI Assistant do?

• Automatically generates summaries from AI Agent interactions and IVR transfers so customers don’t have to repeat themselves.
• Automatically creates summaries during and after interactions so that if the call is interrupted, the conversation can continue seamlessly and with full context.
• Automatically identifies signs of agent burnout and enables proactive measures to be taken. For example, by redirecting calls to other agents, switching to a channel with a lower workload or scheduling a break.
• Supports topic analyses. It uses historical data to identify and evaluate the most common reasons for customer enquiries and to organise conversations between agents and callers according to topics.
• Provides insights into customer satisfaction for each voice interaction with automatically generated CSAT scores based on survey data, operational metrics and call recordings.

Coming soon:

• Suggested responses: Provides agents with instant AI-suggested responses in the chat window that are contextual and tailored to the customer’s query.
• Real-time transcription: Instant, accurate, and continuous transcription of conversations during live calls.

AI doesn’t stop at customer service. Webex AI also enhances everyday telephony, making calls smarter, more productive and easier to follow.

Webex AI for Webex Calling

Webex AI for Webex Calling brings numerous AI-supported functions directly into telephony, making calls more efficient and user-friendly. All features are natively integrated into the Webex app (desktop and mobile) and are available to all Webex Calling users worldwide.

What can Webex AI for Calling do?

• Real-time transcription of calls: The AI automatically creates summaries, notes and action items during and after each call. You no longer need to make your own notes.
• Handover summaries: If you transfer a call, a summary can be shared with the colleague taking over, editable before sending.
• Multilingual summaries: Translates into 120+ languages. This facilitates international communication and removes language barriers.
• Action items and follow-up: After the meeting, you will receive an overview of all discussed tasks and open points that you can process or share directly.

And that’s not all: even with a poor connection, Webex AI ensures crystal-clear audio quality thanks to its own AI-based voice codec.

Webex AI Codec

Audio quality matters, especially in hybrid and mobile work settings. Webex AI Codec is an AI-based voice codec that was specially developed for Webex to significantly improve the audio quality of phone calls and meetings.

Webex AI Codec offers very high audio and video quality even in poor network conditions. It uses significantly less bandwidth while maintaining high sound and video quality.

Webex AI Codec is available in Webex Meetings and Webex Calling for desktop and mobile.

What can the Webex AI Codec do?

• Provides crystal-clear audio even with a poor connection, e.g. in the home office, on the move or with mobile data.
• Activates automatically when network quality drops (over 30 % packet loss) without the user having to intervene.
• Enhances audio quality by removing background noise, reducing echo and correcting microphone distortion.

Would you like to find out how Webex AI can deliver real value in your organisation – across customer service and team collaboration?

We support you from first ideas to full implementation.