For more than a decade, the rhythm of how we work together has been the same: call, message, meet. This paradigm, a product of the convergence of workloads over IP, worked well for us—but also plateaued. We’ve had years of adding choices, channels, and devices, yet the underlying experience has been the same. The question we need to ask is not how to add more, but how to collaborate in a way that’s fundamentally better.
This is where AI changes the game. No longer just an enhancement, AI has become the catalyst for the next generation of collaboration—one that’s more intuitive, intelligent, and impactful. At Webex, we’ve led every wave of AI innovation, from bringing audio, video, and language intelligence together to create Distance Zero experiences that feel like everyone is in the room together, to harnessing generative AI with the Cisco AI Assistant that combines responsible AI with platform-wide productivity capabilities.
What’s next? Agentic AI is the next evolution of AI innovation. A world where AI can predict problems before they happen. Whether that’s troubleshooting issues in a conference room before an important meeting or imagine a utility company that detects a localized power outage before it escalates. AI proactively sends notifications to affected customers, guiding them on safety measures and estimated restoration times—preventing a surge of emergency calls and ensuring a smooth, informed response. A world where AI can elevate an employee from doing hours of tedious task execution to focusing on strategic problems with intelligent insights and creative tools. And a world where IT and leadership have full oversight and guardrails to make the AI experience feel trusted, secure, and seamless.
The ROI of Experience
AI innovation is only useful when it delivers better experiences for employees, customers, and IT. Our guiding principle is that Experience Matters, leveraging AI to improve interactions, collaboration, and overall productivity. Our recent enhancements work together to deliver meaningful value inside customers’ organizations.
Webex asked over 1,000 customers and users across 8 industries and 12 countries to share the impact AI is having on their business. They shared that AI had a significant impact with:
- 8% reduction in average handle time with AI Assistant for Webex Contact Center
- 3x faster device deployment compared to other solutions
- 5+ hours saved per week on tasks like notetaking, finding critical information, and creating content with AI Assistant for Webex Suite
Read the full results of the survey.
Let’s explore from a customer experience and an employee experience perspective how these AI value drivers are reshaping the next era of work to be more scalable, more productive, and ultimately deliver better experiences for everyone.
Creating a Customer Experience Center
Traditional contact centers, primarily reactive in addressing customer inquiries, are evolving into experience centers where every interaction is an opportunity to provide exceptional service. This has been the promise for a long time, but advanced technologies such as artificial intelligence and automation have finally started to make this a reality. Webex is making this possible with the Webex Customer Experience portfolio with tools like AI Agent and AI Assistant that seamlessly integrate with back-office system for automated intent fulfillment, and the Webex Contact Center integration with Epic Systems empowers agents and care-providers with an AI-driven communication platform integrated directly into Epic.
AI Agent is powering more human-like interactions across voice and digital channels
Orderable as of March 31, 2025, the Webex AI Agent revolutionizes self-service by providing personalized, conversational experiences across multiple channels. It facilitates human-like interactions, understanding individual needs and adapting to preferences in real-time. Businesses can easily design and deploy AI Agents tailored to their requirements, choosing between autonomous agents for dynamic conversations or scripted agents with pre-configured responses. With robust integrations into back-office systems, the AI Agent ensures complete resolution of customer issues, enhancing efficiency and customer satisfaction. This innovative approach transforms customer service by making it more intuitive, responsive, and effective.
AI Assistant for Webex Contact Center with Real-time Transcription and Suggested Responses
The Cisco AI Assistant for Webex Contact Center equips agents with automated guidance and context to optimize customer interactions, including generally available Virtual Agent Summaries, Dropped Call Summaries, Automatic CSAT, Topic Analytics, and Agent Wellbeing.
Launching in second quarter 2025, real-time transcription offers instant, accurate, and continuous transcription of conversations during live calls. It ensures agents can clearly follow and understand customer intentions, helping them overcome challenges related to hearing issues, accent comprehension, fast speech, or complex discussions. Suggested responses display contextual real-time recommendations on how the agent should respond or what actions they can take next when working on an interaction. These recommendations are displayed directly within the agent desktop within the AI assistant, equipping agents with the necessary information to reduce call times and enhance customer satisfaction.
Native Epic integration for Webex Contact Center
This new cutting-edge integration equips contact center agents and care providers with Webex’s multi-channel communication platform within Epic Systems (Cheers/Hyperdrive). Using a single user interface, native within Epic, agents will have all essential patient, provider, caregiver, and member medical information and the ability to effortlessly manage interactions at their fingertips, providing streamlined, hyper-personalized, and empathetic support to every interaction.
AI-Powered Employee Experiences for End Users and IT
Delivering exceptional Employee Experiences starts with designing smart workspaces and fostering intelligent interactions that enhance engagement. Our approach focuses on two key groups; end users, who rely on our technology every day to collaborate seamlessly and IT professionals, who ensure these experiences run effortlessly. By empowering both, we create workplaces that are more connected, intuitive and future-proofed.
For end users, Cisco Devices, combined with the Webex Suite, offers a unique value of hardware and software that work seamlessly together, powered by a single platform and unified AI assistant. We’re uplevelling the experience for frontline employees, providing AI tools to make handling customer inquiries seamless across retail locations, help desks, mobile workers, and more. We’re making end users lives’ easier by extending this ecosystem with Workflow Automation with AI Assistant, AI Enterprise Search and Apple AirPlay on Cisco Devices for Microsoft Teams Rooms. Plus, more AI enhancements are upcoming second quarter 2025 availability for Webex Suite including Speaker Identification, AI-generated Vidcast, and Share to 3rd Party Apps for Webex Suite.
On the IT side of the equation, our Full Stack Collaboration approach simplifies deploying and managing these advanced capabilities. By integrating networking, security, and collaboration tools, we provide a cohesive platform that empowers organizations to seamlessly implement AI-driven innovations. With new AI capabilities in Control Hub, admins can tailor Webex AI to their organization and understand detailed AI usage. We’ve further enhanced intelligent workplace management with the beta of Smart Diagnostics that enables AI-powered troubleshooting and device updates across the organization.
Webex Calling Customer Assist
With Webex Calling Customer Assist, AI empowers and extends far beyond the limits of traditional contact centers, arming every employee to deliver seamless, one-to-one support directly from the Webex app. Frontline workers, such as nurses, retail workers, warehouse staff, and knowledge workers, such as local branches and internals help desks, can now effortlessly answer questions and schedule appointments, providing a local and specialized level of care.
Workflow Automation with AI Assistant
Instead of jotting down a list of To Do Items, you can now just act directly inside the Webex AI Assistant. Ask it to create a lead, update a record, or even attach a meeting summary with popular apps Salesforce, Jira, and ServiceNow, with more apps coming soon.
AI Enterprise Search
Knowledge workers spend a significant amount of time each week looking for information and documents across a number of apps. With connectors across many enterprise apps such as Outlook, Salesforce, and ServiceNow-made possible with Glean-users can enhance discussions, search Webex, and speed up decision-making with knowledge graphs and connectors.
Apple AirPlay on Cisco Devices for Microsoft Teams Rooms
AirPlay on Cisco Devices will be available soon for Microsoft Teams Rooms, enabling instant wireless content sharing from an iPhone, iPad or Mac to Cisco Devices.
AI Capabilities in Control Hub
Webex Control Hub is a centralized place for managing AI across Webex Suite and Devices, with coming soon enhancements for managing the company’s AI ecosystem across language models, customizing AI features, and enabling workflow integrations with complete control over security and privacy. Just like Webex AI early adopters who are seeing amazing results, Webex Admins will soon be able to measure their own AI adoption and metrics inside their organization.
Intelligent Workplace Management with Smart Diagnostics
Put agentic AI to work for your IT team with Smart Diagnostics, now in Beta. Smart Diagnostics works in tandem with AI-powered Workspace Ranking to intelligently identify which workspaces need IT attention, based on factors such as occupancy and criticality. Leveraging AI, Smart Diagnostics will deliver any context relevant to the issue at hand in an easy to digest and actionable format to resolve the problem. Smart Diagnostics goes one step further and provides the option to implement its suggested fixes, even providing a bulk action option to conduct an update across all your devices.
There’s more to see live at Enterprise Connect 25
We’re so excited about what this next wave of AI innovation can bring to your organization—from transforming contact centers into experience centers to empowering employees with AI Agents and Workflows that ultimately make them more efficient and more engaged. Join me, Snorre Kjesbu, live on stage at Enterprise Connect for the Cisco Keynote: Experiences Amplified–How AI Can Fuel Better Employee and Customer Experiences. We’ll show you the latest AI innovations developed to supercharge collaboration, customer experience, and workplace productivity. And be sure to tune in to our additional seven sessions, private booth tours, 1:1 meetings, and, of course, our signature Webex Café experience. So much to explore and we can’t wait to share it with you.
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