To effectively utilize the AI capabilities in Webex Contact Center, it is important to understand key terminology and how various AI components interact. This article provides a glossary of essential AI concepts, helping you navigate and leverage intelligent features designed to enhance customer interactions and operational efficiency.

AI terminology

  • AI Assistant: The AI capability within Webex Contact Center designed to enhance agent performance. Features such as real-time transcripts, suggested responses, AI-generated summaries, automated wellness breaks, auto CSAT, and topic analytics are core components of the AI Assistant.

  • AI Assistant skills: Configurable entities created and managed in AI Studio that power the suggested responses feature. These skills assist agents in real time by providing contextual suggestions and actions, serving as intelligent guides.

  • AI Agents: Distinct from AI Assistant skills, AI Agents independently handle customer interactions (voice or digital) without immediate human intervention. They can answer Frequently Asked Questions (FAQs), process routine requests, or route customers, often serving as the first point of contact before escalating to a human agent. For more information, refer to the Webex AI Agent.

  • AI Studio: The central platform in Webex Contact Center where administrators create, manage, and configure both AI Assistant skills (for agent assistance) and AI Agents (for autonomous interactions). Depending on your organization's enabled features, you may see one or both dashboards within the AI Studio.

  • Knowledge Base (KB): A centralized repository of information (such as FAQs, articles, and documents) that AI Assistant skills and AI Agents use to generate accurate and contextually relevant responses.

  • Actions: Predefined tasks or workflows that an AI Assistant skill can suggest to an agent or execute on the agent's behalf (with or without agent's review). For AI Agents, actions are tasks they perform autonomously.

  • Fulfillment modes: Define how an AI Assistant skill executes actions:

    • Moderated mode: The AI Assistant skill collects information for an action and presents it to the agent for review and explicit approval before execution.

    • Unmoderated mode: The action is executed independently by the AI Assistant skill, without requiring agent intervention or approval.