If you had to choose between calling a hotline or using an AI agent, what would you pick? The question is hardly hypothetical. More and more customers are actively choosing the digital option. Generation Z and Millennials in particular have a clear preference: 60% of Gen Z respondents prefer self-service options such as FAQs or knowledge bases to solve problems on their own before contacting a customer service representative.
This creates a double challenge for companies: customers expect fast, 24/7 service across all channels. At the same time, service teams are under pressure due to too many enquiries, limited resources, and complex systems.
According to a McKinsey study, using generative AI in customer service can boost productivity by up to 45%. However, the real value goes beyond efficiency. It lies in fundamentally new ways of shaping customer relationships. This is where Webex AI Agent comes in.
Webex AI Agent Redefines Customer Self-Service
Webex AI Agent isn’t a traditional chatbot or rules-based system with predefined responses. Instead of offering fixed menu paths, it delivers an entirely new service experience, combining powerful generative AI with the comprehensive Webex communications platform. This makes digital customer interactions faster and more human-like.
Imagine this: while your competitors still struggle with outdated systems, you offer a service experience that doesn’t just solve problems but anticipates them. You free up your employees from repetitive tasks and deploy them where human judgement truly matters.
This blog post explains how the Webex AI Agent works, the specific benefits it brings to your customers and service teams, how to implement it, and what security standards you can expect.
Webex AI Agent Features at a Glance
The new Webex AI Agent enables customers to self-serve by independently handling routine requests via voice and digital channels.
It doesn’t just understand single requests, it can hold dynamic conversations, clarify misunderstandings, and respond flexibly to changing concerns. This results in a conversation experience that comes very close to talking to a real person. Customers receive fast, natural-sounding responses without long wait times or rigid menus.
The AI Agent can answer questions and take actions such as cancelling orders, initiating refunds or booking appointments.
- Webex AI Agent handles frequently asked questions like order status, opening hours, product information or technical issues via voice and text channels, and performs repetitive tasks like creating support tickets.
- It can operate across a wide range of channels, including voice, email, chat, and messaging platforms.
- If a request is too complex, it passes the customer – along with a conversation summary – to a live agent.
- Webex AI Agent easily connects to business systems like CRM, ERP, and HR, as well as existing automation workflows, to retrieve data and solve complex issues.
- You can access a wide range of ready-to-use analytics and reporting tools within the AI Agent Studio, helping you optimise interactions and boost customer satisfaction.
Benefits for Customers and Service Teams
For your customers, one thing matters most: fast, helpful responses with no friction.
Webex AI Agent delivers just that – around the clock. Whether it’s booking an appointment, resolving a problem or getting an answer to a question, it’s available when your customers need it.
Scale customer interactions smoothly across channels such as phone, SMS, email, live chat, Facebook Messenger, Apple Messages for Business and WhatsApp. Meet your customers where they are and automate interactions at scale.
And when a case gets more complex? A human agent takes over. Webex AI Agent hands over the conversation, context and summary so no information is lost. Customers don’t have to repeat themselves. This keeps the service seamless and efficient. The result: less frustration, more satisfaction.
The fact that the AI Agent can communicate in 10 languages is an additional plus for globally active companies.
What about your service teams?
They benefit too – noticeably. Webex AI Agent takes over routine tasks and pre-qualifications, automates documentation, and gives your team more time to handle complex matters. Staff can focus on issues that require empathy, expertise and sensitivity.
Your teams also gain a clear overview of all enquiries, consistent handovers and automated documentation. This improves processing quality, shortens onboarding times, and makes daily work more manageable.
Implementing Webex AI Agent
Webex AI Agent has been available since 31 March 2025 and integrates directly into Webex Contact Centre.
With the Webex AI Agent Studio, you can design your own AI agents using a no-code/low-code approach and roll them out quickly. No in-depth programming skills are needed.
You can choose between an autonomous agent for dynamic, natural conversations and a script-based agent that delivers predefined responses.
Autonomous Agents
Autonomous agents use advanced AI models (e.g. Natural Language Processing) to make independent decisions, complete tasks, and respond flexibly to a wide range of queries. They access large knowledge bases or APIs and can also handle unforeseen situations.
Autonomous agents are ideal for complex, dynamic environments where the agent needs to understand context, conduct natural conversations and respond flexibly to varying concerns.
Script-Based Agents
Script-based agents follow clearly defined processes and rules. They work from predefined scripts that determine how they respond to certain queries or carry out specific tasks.
They are particularly suitable for simple, recurring tasks with predictable processes where consistency and control are key (e.g. FAQs, standard processes, handling of sensitive data).
More information on both types of AI agents, including a demo, is available here.
Data Protection and Security in Webex AI Solutions
Data protection is a core element of Webex AI, since AI-powered communication solutions process sensitive customer and business data. Cisco places a high importance on data protection compliance and security.
Webex AI Agent includes strict security standards and robust AI protection mechanisms to ensure trustworthy and GDPR-compliant interactions.
Every AI-powered feature at Cisco undergoes an AI impact assessment based on Cisco’s Responsible AI principles and adheres to the Responsible AI Framework, in addition to existing security, privacy, and human rights by design processes.
User inputs are not stored after AI processing (inference). The AI technology partner – Microsoft, in the case of Azure OpenAI – has no access to content, does not store it, and does not analyse it. Cisco ensures that external providers cannot view sensitive customer information. Detailed information on data processing is available in the Cisco Trust Portal.
When working with technology partners, strict rules apply: customer content is not used to improve models and does not leave a secure environment. This ensures that sensitive data is only used for its intended purpose.
Cisco does not rely solely on AI output: experts regularly review the performance, accuracy and quality of the AI assistant. This human oversight is an integral part of the quality assurance process to ensure reliable and trustworthy results.
For detailed and up-to-date information, visit Cisco’s Helpdesk pages.
Conclusion
Webex AI Agent is more than just another AI tool; it’s a real step forward in digital customer service. Modern technology meets practical value: for customers who expect fast, relevant responses, and for teams who should focus on what really matters. With its easy implementation, flexible configuration, and data protection compliance, it’s a future-proof solution even for complex requirements.
If you’re ready to take the next step in customer service, we’re here to support you. From assessing the potential to successfully deploying the Webex AI Agent in your environment.
