Cisco has announced new AI-powered collaboration tools at Enterprise Connect 2025.
These innovations include the Webex AI Agent, which provides 24/7 self-service, and the AI Assistant for Webex Contact Center, offering features like real-time transcription and suggested responses.
The new AI tools integrate seamlessly with Webex Contact Center and other enterprise apps like Salesforce and ServiceNow to improve workflows and customer support.
Jeetu Patel, Executive Vice President and Chief Product Officer at Cisco, spoke on the new announcement: “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.
Our customers love how Webex AI is built seamlessly into the way they work. Working alongside employees increasing efficiency, improving employee sentiment and enhancing overall customer experiences.”
Cisco’s latest updates aim to reshape customer service by evolving traditional contact centres into customer experience centres.
The Webex AI Agent, which will be generally available by March 31, 2025, is designed for 24/7 self-service with natural, human-like interactions. It works alongside human agents to handle high-volume customer questions, freeing agents to focus on more complex tasks.
Additionally, Cisco AI Assistant for Webex Contact Center, available now with planned updates for Q2 2025, enhances agent productivity with features like real-time transcription, suggested responses, and automatic customer satisfaction scoring.
These AI-powered tools integrate with both customer-facing interactions and back-office systems, allowing businesses to automate processes and seamlessly connect with other enterprise tools like Salesforce, ServiceNow, and Jira.
Further enhancing employee experiences, Cisco is introducing workflow automation within the Cisco AI Assistant for Webex Suite, designed to reduce the time spent on routine tasks and ensure smooth integration across apps like Salesforce and ServiceNow.
Other updates to the Webex ecosystem include Apple AirPlay integration for Microsoft Teams Rooms on Cisco devices, allowing seamless content sharing from Apple devices.
Cisco Spatial Meetings brings immersive meeting experiences with the Webex app for Apple Vision Pro, while Epic integration for Webex Contact Center will assist healthcare providers by making patient data more accessible during customer interactions.
With these new tools, Cisco is strengthening its AI-driven collaboration platform, designed to enhance productivity and deliver seamless, intelligent interactions for both employees and customers.
Our Digital Content Director, Xander Freeman, recently spoke with Vinod Muthukrishnan, COO of Webex Customer Service at Cisco, whilst at Enterprise Connect to talk about their new announcements in more more detail.
Author: Hannah Swankie
Reviewed by: Rachael Trickey
Published On: 18th Mar 2025
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