Cisco AI Assistant for Webex Contact Center goes live

Cisco’s AI Assistant is now generally available on the Webex Contact Center.

Announced at Cisco Live 2025 EMEA, the AI Assistant will support contact center agents and supervisors as they perform various tasks on the platform. This AI tool is designed to improve customer service operations and automate routine tasks and provide users with real-time insights.

Sharing more in a company blog post, Jay Patel, SVP & GM of Cisco Webex, said, “The Cisco AI Assistant for Webex Contact Center presents agents/supervisors with AI-powered assistance, offering automated guidance, context, insights, and summaries to optimize customer interactions.”

These agent capabilities include: Transfer Context Summaries, Dropped Call Summaries, and Agent Wellbeing (a burnout detection tool).

The Transfer Context Summaries feature ensures that when a customer escalates from an AI agent or IVR, the AI Assistant provides live agents with a summary of the key talking points so far.

With the AI Assistant’s Dropped Call Summaries feature, the contact center records a real-time interaction summary. So, if the customer disconnects, the AI Assistant can pass the context of that broken conversation to the next agent who communicates with the customer.

Finally, Agent Wellbeing is a feature where the AI Assistant isolates burnout indicators in real time, triggering proactive actions like schedule changes and automatic breaks.