Cisco has introduced a range of AI-driven tools aimed at revolutionising customer service and enhancing workplace collaboration.

A key highlight of the announcement is the Webex AI Agent, an advanced AI-powered solution for automating contact centre inquiries. Set to be widely available by the end of March, this tool enables telecom call centres to offer round-the-clock customer support with natural, human-like interactions—handling routine queries without requiring live agents.

For workplace productivity, Cisco is expanding AI Assistant for Webex Suite with new workflow automation capabilities. These enhancements integrate seamlessly with enterprise applications like Salesforce, ServiceNow, and Jira, optimising processes and reducing manual workloads. Additionally, IT administrators will soon benefit from an upgraded centralised AI management hub, ensuring smooth and secure deployment of AI technologies across their organizations.

Further updates include the launch of Webex Calling Customer Assist, empowering any employee to provide on-the-go customer support via the Webex app. Moreover, Cisco is rolling out Apple AirPlay compatibility for its devices used in Microsoft Teams Rooms, enhancing interoperability and user experience.

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Commenting on the advancements, Jeetu Patel, EVP and Chief Product Officer at Cisco, emphasized the transformative potential of AI-driven automation:
“Enterprises are starting to realise the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds,” said Jeetu Patel, EVP and chief product officer at Cisco.

“Our customers love how Webex AI is built seamlessly into the way you work. Working alongside employees increasing efficiency, improving employee sentiment and enhancing overall customer experiences.”

As businesses increasingly integrate AI into their operations, Cisco’s latest innovations signal a new era of intelligent enterprise collaboration—bridging gaps between human expertise and AI-driven efficiency.

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