What is Cisco AI Assistant?

The Cisco AI Assistant, integrated into Webex Contact Center, provides agents, supervisors, and analysts with user-friendly AI features. These features are designed to help agents and supervisors work more efficiently, support employee well-being, and improve overall service quality.

To use these AI-powered features, administrators must enable them through Control Hub.

Administrators enable key functionalities such as AI-generated summaries, including Call Drop Summary and AI Agent Transfer Summary, which help agents work more efficiently. Additionally, Automated Wellness Breaks are available to support agent well-being, ensuring high-quality service delivery. Administrators can enable Auto CSAT, providing supervisors and analysts with insights into customer satisfaction, facilitating data-driven decisions to improve overall service quality in the contact center.

Prerequisites

• Customers need to purchase the new AI Assistant add-on SKU (A-FLEX-AI-ASST).
• Users need the AI Assistant included in their user profile access. To provide this access, configure the setting as part of the Desktop Experience within their profile. See how to manage user profiles, including their Desktop Experience, in the Manage user profiles of contact center users article.

List of AI Assistant features

Once you have purchased the AI Assistant Add-on, you can enable the following features for your organization on Control Hub:

Feature	Description		When to use	How to use
Call drop summary	If a call drops, the AI Assistant generates a summary for the next agent when the customer calls back, ensuring the conversation continues seamlessly and without repetition.		To quickly understand the previous conversation so the customer doesn’t need to repeat themselves.	Enhance your efficiency using AI-generated summaries
AI Agent transfer summary	If an AI agent requires assistance from a human agent, a summary of the conversation with the AI agent is presented when the call is transferred.		To quickly understand the key details from the AI agent call, ensuring the customer doesn’t need to repeat themselves.
Automated wellness breaks	Smart reminders to take wellness breaks between calls, helping agents avoid burnout and maintain performance.		During long or intense stretches of calls, wellness breaks are offered to help you stay refreshed and focused.	Improve agent performance using automated wellness breaks​
Auto CSAT	Auto CSAT scores that help you predict customer satisfaction by analyzing conversations between agents and callers.		To provide real-time insights into customer satisfaction, helping organizations improve service quality and make data-driven decisions.	Measure customer satisfaction with Auto CSAT

Before you begin: Enable call recording to facilitate post-call processing, which is necessary to deliver automated wellness break reminders.

Administrators can enable agent wellbeing feature to activate the agent burnout detection feature either for the entire organization or for specific users. Once activated, the system monitors stress and burnout levels and provides well-timed wellness breaks for agents when needed.

Follow these steps to enable burnout detection and wellness break reminders for agents in the contact center:

1. Sign in to Control Hub and navigate to Services > Contact Center.
2. Go to AI Assistant under Desktop Experience in the navigation pane.
3. Toggle on Detect agent burnout to enable burnout detection for agents.
4. Check Send wellness break reminders to enable wellness breaks for agents.
5. Choose one of the following options:
   • All agents—Select this option to calculate the burnout levels of all agents in the contact center organization.
   • Individual agents—Select specific agents from the list. You can search and filter the agents by name and team.
6. Select the Idle Codes to exclude planned idle time activities from the model's input. The burnout detection model monitors agents' 'idle' state to account for genuine idle time. Exclude any planned activities that do not represent actual idle time, such as team meetings, after-call work, and training.

Now that you have enabled this feature, inform the selected agents that this AI feature is available in their Agent Desktop.

Before you begin: Enable call recording to facilitate post-call processing, which is necessary to produce Auto CSAT predictions.

Administrators have the option to activate the Auto CSAT feature either for the entire organization or for specific users. Once enabled, Auto CSAT will predict customer satisfaction for interactions taking place in your contact center.

Enable the Auto CSAT feature in the Control Hub by following these steps:

1. Sign in to Control Hub and navigate to Services > Contact Center.
2. Navigate to Desktop Experience > AI Assistant in the navigation pane.
3. Toggle on Auto CSAT
4. Choose one of the following options for Auto CSAT calculations:
   • All agents—Select this option to calculate scores for all agents and their interactions.
   • Individual agents—Select specific agents from the list, using search and filter options by name and team.
5. Select Experience Management to choose the CSAT questions from your surveys to train the Auto CSAT model or Global Variable to choose the global variable used to store survey responses.

The AI Assistant is available automatically if you are using the Global Desktop Layout, so no additional action is needed.

If you are using a Custom Layout to personalize Agent desktops, you will need to make the following edit to enable the AI Assistant:

Locate the Advance header section in the layout JSON and include the following code snippet. Ensure this update is applied for all personas (agent, supervisor, and agent-supervisor):

{
 "comp": "ai-assistant"
}

For more details on desktop layouts, refer to the Manage desktop layouts.

At Cisco, we leverage AI to create an inclusive and innovative future. Our AI-powered features are designed responsibly to mitigate potential harm while delivering improved functionality. Cisco adheres to our Responsible AI Framework, grounded in six core principles: Transparency, Fairness, Accountability, Privacy, Security, and Reliability. These principles guide our product development processes, ensuring AI technologies are integrated responsibly and ethically.

Each AI feature is developed with these principles at the core, enhancing user experience while maintaining high standards of safety, fairness, and privacy.

These features are optional, allowing organization administrators the flexibility to enable or disable them based on specific needs. We provide comprehensive technical notes detailing the architecture, usage guidelines, safety considerations, and ethical implications of each feature. These documents serve as a reference for administrators enabling these features within their organizations:

• Webex Contact Center Summarization Features
• Agent Burnout Detection
• Auto CSAT