Cisco has unveiled its vision for agentic AI collaboration with releases that enhance or make AI-powered solutions available for Webex.
“Enterprises are starting to realize the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds,”
Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco, said.
This vision—announced at Enterprise Connect 2025—has seen Cisco expand its collaboration portfolio to include the general availability of Webex AI Agent and the Cisco AI Assistant for Webex.
What’s New for Webex and Beyond?
The new AI announcements are designed to anticipate customer and employee needs and address those challenges proactively.
To achieve this, the announcements focus on the AI Agent and AI Assistant for the Webex Contact Center.
“Our customers love how Webex AI is built seamlessly into the way you work.
Working alongside employees increasing efficiency, improving employee sentiment and enhancing overall customer experiences,” Patel said.
The Webex Customer Experience portfolio, which includes tools like the AI Agent and AI Assistant for Contact Center, will seamlessly answer customers’ questions and integrate with back-office systems for automated intent fulfillment.
The Webex AI Agent is a 24/7 self-service solution with natural, human-like interactions. It works alongside human agents to answer routine and high-volume customer questions while executing actions to fulfill customer requests—eliminating queues or wait times. The human-like agent integrates seamlessly with Webex Contact Center, combining conversational intelligence with real-time automation to resolve customer issues efficiently.
Its general availability is planned for March 31, 2025.
Similarly, the Cisco AI Assistant is being made available for Webex Contact Center, with new features planned for Q2 of 2025. This will provide users with suggested responses and real-time transcription capabilities for agents.
These features will join previously available functionalities such as context transfer summaries, dropped call summaries, Agent Wellbeing analytics, topic analytics, and automatic customer satisfaction scores (Auto CSAT).
These capabilities aim to streamline processes and save time by integrating across enterprise apps like Salesforce, ServiceNow, and Jira. This enables users to complete tasks efficiently while automatically sharing meeting summaries across platforms.
Other Webex Updates
Beyond AI automation innovations announced by Cisco, Webex users stand to see new features or augmentations added to their workspace:
- Webex Control Hub: IT admins can easily access, search, and manage all AI ecosystems in one place while customizing them to match organizational needs.
- Webex Calling Customer Assist: This reimagined calling solution empowers employees with an AI-powered experience in the Webex app on desktop or mobile devices. New features available later this year include efficient call routing, AI assistance for agents and supervisors, and powerful analytics—all in a cost-effective offering.
- Apple AirPlay: Now available on Cisco Devices for Microsoft Teams Rooms, enabling instant wireless content sharing from iPhone, iPad, or Mac.
- Cisco Spatial Meetings: Now generally available; this feature turns any space equipped with a Cisco Room Bar Pro into an immersive studio using Webex for Apple Vision Pro.
- Enhanced Search Capabilities: Available across enterprise apps like Outlook and Salesforce; users can enhance discussions within Webex by speeding up decision-making through knowledge graphs and connectors.
- Native Epic Integration for Webex Contact Center: Expected in beta this month; it will allow contact center agents to access patient information more easily within popular electronic health record (EHR) software.
