The Cisco AI Assistant for Webex Contact Center presents agents and supervisors with AI-powered assistance, offering automated guidance, context, insights, and summaries to optimize customer interactions. Today, the AI Assistant is generally available and ready to order for the Webex Contact Center customers.

Built on Cisco’s AI platform, the AI Assistant features support the agents and supervisors to achieve business results more quickly and with less stress. The following features are available in the Webex Contact Center Agent Desktop. The AI Assistant proactively notifies you when it can help. Also, you can click on the AI Assistant icon to use its intuitive features.

  • AI-generated summaries provide quick recaps of interactions, helping human agents to seamlessly handle dropped calls or transferred calls from the AI agent or IVR.
  • Automated Wellbeing breaks identifies signs of agent burnout in real time, providing insights that enable proactive actions such as automatic breaks, schedule changes, and capacity management across channels.

The AI Assistant also includes AI-powered analytics to help operate a smarter, more efficient contact center using the following features:

  • Automatic CSAT scoring uses operational data and transcripts to evaluate 100% of voice interactions, effectively overcoming the challenge of low customer survey response rates. This capability will be extended to also delve deeper to help train and coach agents. Auto CSAT reports help agents evaluating their performance, by identifying which calls were successful and which ones need improvement.
  • Topic Analytics uses historical data to help users quickly identify the reasons for incoming calls and analyze them to enable proactive action such as training, FAQs, or process updates.

Your organization's administrator controls the AI Assistant features that are available for your organization. If you can't see the AI Assistant icon, contact your organization's administrator.

AI-generated summaries

You can now handle customer conversations better with AI-generated summaries. These give quick recaps of interactions, helping you manage dropped calls or transferred calls from the AI agent. This reduces repetition for customers and speeds up resolutions.

Dropped call summaries: If a call gets disconnected unexpectedly, the AI Assistant instantly creates a summary of the conversation. When the customer calls back, you can seamlessly continue the conversation, saving time and enhancing the customer experience.

a user interacting with the AI assistant to generate concise summaries of prior interactions

Virtual agent transfer summaries: If a call gets transferred from a virtual agent, you receive summaries of interactions with the virtual agent, ensuring you have all the information needed to assist customers quickly and efficiently.

a user interacting with the AI assistant to generate concise summaries of prior interactions

For more information on how to use AI-generated summaries, see Enhance your efficiency using AI-generated summaries.

Wellness breaks

Automated wellness breaks encourage you to take brief 1-minute breaks between your routine tasks. These breaks help you manage stress, maintain focus and performance, and provide outstanding customer experiences. You can access these breaks through the AI assistant or through Thrive’s 'Resets' notifications, which are customized using AI-driven real-time insights.

a user interacting with AI assistant to schedule agent wellness breaks throughout their work day

To know more about how to use this feature, see Enhance agent wellbeing and engagement with automated wellness breaks.

Auto CSAT

As a supervisor, you can measure customer satisfaction (CSAT) after agent-customer interactions, helping contact centers see how happy customers are with their service. Auto CSAT uses operational data, interaction transcripts, and surveys to predict CSAT scores for each engagement. These scores provide insights that help in decision-making to enhance customer satisfaction and agent performance. You can view the Auto CSAT scores in the Webex Contact Center Analyzer reports and Recording Management widget in the Supervisor desktop.

To know more about how to use this feature, see Measure customer satisfaction with Auto CSAT.

Topic Analytics

As a contact center administrator, you can identify the primary reasons your customers are calling the contact center. You can filter interactions by specific topics, access detailed interaction information, including transcripts, call recordings, and contact details.

Topics tab

To know more about how to use this feature, see Get started with Topic Analytics.

Frequently Asked Questions (FAQs)

This section answers frequently asked questions about using the AI Assistant for your organization.

  1. Why can't I find the AI Assistant? What might be wrong?

    Your organization's administrator controls the AI Assistant features that are available for your organization. Your administrator can choose to turn on specific AI features and leave other AI features turned off. If you can't see an AI Assistant, contact your organization's administrator.

  2. Which languages does the AI Assistant support?

    For now, the AI Assistant supports English only. More language support will be available in the future.

  3. I can't see the AI Assistant. How do I access the features?

    The AI Assistant is a paid add-on for Webex Contact Center. The features are visible only to those who've paid for the add-on. Administrators may choose to turn on specific AI features and leave other AI features turned off.

  4. What are other features that are a part of AI Assistant?

    We’ll be adding more advanced capabilities such as suggested responses, real-time transcription for agents, wrap-up summaries, mid-call summaries and agent coaching highlights soon. APIs for the features will be published on the developer portal. Visit Coming Soon to learn more.