Webex Contact Center’s AI Assistant supports a broad range of languages, enabling your teams to serve a global customer base. With this enhancement, AI Assistant features—previously available primarily in English—now process conversations and generate insights in multiple languages. This improvement increases agent efficiency and customer satisfaction worldwide.

• Global Reach: Serve customers in their preferred languages, enhancing customer experience and satisfaction across diverse markets.
• Agent Efficiency: Provide real-time assistance and insights to agents regardless of the interaction language. This reduces cognitive load and improves response times.
• Consistent Experience: Maintain AI Assistant feature capabilities across diverse linguistic environments, ensuring uniform service quality and brand consistency.
• Strategic Advantage: Address critical customer needs, such as those from global enterprises, by supporting key languages, and expanding market reach.

The following Cisco AI Assistant features are now enhanced with multi-language support:

• Real-time Transcription: Delivers accurate, live transcription of spoken conversations, allowing agents and supervisors to follow interactions in real-time.
• Summaries: Generates AI-powered, concise summaries of call interactions, facilitating rapid review and post-call analysis for improved efficiency.
• Real-time Assist (formerly Suggested Responses): Provides agents with context-aware response suggestions in real-time during live conversations, enhancing response accuracy and efficiency.
• Virtual Agent Handoff Summary: Provides AI-generated summaries of transitions from virtual agents to human agents, ensuring seamless context transfer and uninterrupted customer service.
• Call Drop Summary: Delivers concise summaries of incomplete or disconnected calls, enabling quick follow-up and resolution for enhanced customer experience.
• Auto CSAT: Helps predict and measure customer satisfaction (CSAT) after agent-customer interactions thereby providing insights to enhance customer satisfaction and agent performance.
• Wellness breaks: Helps agents take automated wellness breaks to manage stress, maintain focus and performance, and provide outstanding customer experiences.

Once multi-language support is enabled for your organization via feature flags, administrators can configure the desired language for each call flow using the Flow Designer. This setting establishes the Transcript Language for all calls processed through those flows.

For step-by-step instructions on configuring language selection in Flow Designer, see Configuring Language Selection in Flow Designer for AI Assistant.

Comprehensive reports are available in the AI Assistant Analyzer, including a language field to track language-specific usage. The AI Assistant Dashboard in Analyzer provides insights into the following metrics:

• Real-time Transcriptions
• Summaries
• Suggested Responses
• Virtual Agent Handoff Summary
• Call Drop Summary
• Auto CSAT
• Wellness Breaks

These reports enable administrators to monitor and assess the operational impact of AI Assistant features.

For more details, refer to AI Assistant reports in Analyzer.