Webex AI Agent

Dynamic AI interactions that lead to customer resolutions.

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Introducing Dialog. Your new relationship orchestrator.

Webex AI Agent is getting supercharged with Dialog, a suite of agentic capabilities turning conversational AI agents into high-impact relationship orchestrators.

AI agents can manage complex tasks, take action, pause for approvals or external events, resume the journey, and continue until the outcome is achieved.

  • Support more long-running customer journeys.
  • Continue work across multiple steps.
  • Keep unresolved intent from getting lost.
  • Support stronger follow-through over time.

Carry customer history across conversations, channels, and time, so agents and humans always start with the right context.

  • Keep customer context moving across touchpoints.
  • Support more consistent handoffs.
  • Connect fragmented moments into one experience.
  • Turn interactions into meaningful progress.

Bring together Webex AI Agent and third-party experiences for shared context and continuous learning from every interaction.

  • Continuous learning from systems, data, tools, and workflows.
  • Adjust prompts, knowledge use, routing or response strategy.
  • Extend existing conversational experiences.
  • Test and refine improvements over time.

Move away from traditional flow builders to design and  onboard AI agents with the organizational goals, permissions, policies, and governance needed for success.

  • Ingest and understand approved documents.
  • Apply organizational policies to decisions.
  • Adapt as source documents are updated.
  • Ground every response in company knowledge, guidance, and goals.
AI Concierge
One connected, trusted AI
experience.

As part of the Webex AI Agent platform, AI Concierge acts as the intelligent front door to your brand, creating a connected customer journey across all AI agents, human experts, channels, and enterprise systems.

See How
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    Keep conversations seamless

    Maintain context as customers move between agents, channels, and touchpoints—without making them repeat themselves.

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    Personalize every interaction

    Use conversation history, context, and AI memory to deliver more relevant and consistent experiences.

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    Orchestrate specialized agents

    Coordinate task-focused agents, enterprise knowledge, business systems, and human experts behind one seamless customer experience.

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    Engage naturally across channels

    Support multilingual, multimodal interactions with natural voice engagement and real-time language detection.

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    Tailor a concierge experience

    Design and deploy an intelligent front door concierge experience in Webex AI Agent Studio specific to your organization and the needs of your customers.

    • AI Agent 360
    Build, observe, and secure
    AI agents.

    Build and operate trustworthy AI agents with security designed into every interaction. Enhanced with Cisco AI Defense, security tools within AI Agent 360 help enterprises protect their agents and continuously strengthen security as risks evolve.

    AI Agent 360 Security
    Context-aware guardrails

    Leverage AI Defense for adaptive guardrails with customizable controls.

    Continuous policy refinement

    Use findings from real-world interactions to improve guardrails over time.

    Embedded protection

    Configure security directly into the agent workflow with easily accessible prebuilt guardrails.

    Turn AI agent performance data into actionable enterprise insight. AI Agent 360 connects agent telemetry with operational data in Splunk, helping teams resolve issues faster, improve customer experiences, and prove business value.

    AI Agent 360 Observability
    Unified enterprise data

    Correlate AI agent performance with detailed operational telemetry.

    Actionable insights

    Identify bottlenecks, escalation patterns, and operational inefficiencies before they impact customers.

    Answers for every customer.

    Effectively handle challenging questions with an AI Agent that can quickly understand customer needs and customize every answer.

    Deploy across voice and digital channels

    Scale conversations across a wide range of channels, including Voice, SMS, Email, Livechat, Facebook Messenger, Apple Messages for Business, and Whatsapp.

    Provide always-on, 24/7 service

    Provide instant support for your customers whenever they need it, whether they need to schedule an appointment, troubleshoot problems or get answers to their queries.

    Handoff seamlessly to human agents

    Transfer conversations seamlessly if human assistance is needed, providing the full context so agents can pick up right where the AI Agent left off.

    Scale with multi-lingual agents

    Overcome language barriers with a single AI Agent that is capable of conversing in over 10 languages.

    Gain real-time insights

    Evaluate the performance of AI Agents with automatic agent testing and scoring that helps you optimize interactions and maximize customer satisfaction.

    Agentic use cases for every industry.

    Webex AI Agent autonomously resolves your highest-volume interactions to drive faster resolutions, lower operational costs, and improve CSAT—across every industry.

    Routine inquiries dominate call volume for financial institutions, and every escalation drives up cost. Webex AI Agent resolves the most common requests instantly and securely.

    • Debit & credit card activation
    • Secure PIN resets
    • Fraud explanations
    • Account updates & payment options

    Healthcare contact centers face relentless demand, with zero tolerance for errors and long hold times. Webex AI Agent handles high-volume requests with accuracy, HIPAA alignment, and 24/7 availability.

    • Triage patient & employee requests
    • Appointment booking & rescheduling
    • Care coordination
    • Claims management

    Retail contact centers spike unpredictably. Webex AI Agent scales instantly to absorb demand surges without adding headcount, while keeping every channel experience consistent.

    • Product discovery & recommendations
    • Order tracking & updates
    • Refunds & returns
    • Promotions

    Travel disruptions are unpredictable and can spike call volume 10x overnight. Webex AI Agent manages the surge, delivers real-time resolution in multiple languages, and reduces abandon rates.

    • Reservations & rebooking
    • Hotel guest concierge
    • Travel planning & itineraries
    • Flight disruption handling
    Build an agent tailored to your needs.

    Easy to build, fast to deploy, and seamlessly integrated with your existing systems–all backed by Cisco security.

    Easy to design and deploy

    Use a no-code / low-code, intuitive platform to design your AI Agents, enabling you to rapidly deploy to boost operational efficiency and accelerate time to value.

    Flexible options to build agents

    Create either autonomous agents which use LLMs for adaptive, human-like interactions, or scripted agents which use conversational AI with controlled, pre-configured responses that are ideal for sensitive data.

    Trusted security and guardrails

    Cisco’s stringent data security measures and reliable AI guardrails ensure trustworthy responses and help maintain safeguards.

    Resources, at your fingertips.

    Learn more about Webex AI Agent and get started today.

    Webex AI Agent At-A-Glance
    Learn more about the new Webex AI Agent.
    Download At-A-Glance
    AI Conversational Intelligence for the Contact Center
    Webex AI Agent automates customer inquiries with conversational intelligence for quick and effective issue resolution.
    Watch Video
    Go from CX Laggard to Leader with AI
    Discover the latest research on AI in customer experience, revealing significant gaps between industry leaders and laggards.
    Download Infographic
    Announcing the general availability of Webex AI Agent: paving the way for new era of CX
    See the GA announcement of our all-new Webex AI Agent solution that seeks to revolutionize self-service by combining conversational intelligence with real-time automation.
    Read More
    AI and the Art of Customer Experience
    New global research reveals why AI is essential for delivering better customer experiences.
    Download Infographic
    Request a personalized demo.

    Get in touch with our team of experts to learn more about what the Webex AI Agent can do you for your business.

    Request a Demo

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    All your questions, answered.
    How is Webex AI Concierge different from a traditional chatbot?

    Webex AI Concierge goes beyond a traditional chatbot by coordinating conversations across specialized AI agents, human experts, channels, enterprise systems, and knowledge sources. It preserves context across touchpoints, while a traditional chatbot usually handles a narrower set of questions within a single experience.

    How does Webex AI Concierge work with Webex AI Agent?

    Webex AI Concierge is part of the Webex AI Agent platform and serves as the intelligent front door to the customer experience. Orchestration between enterprise knowledge, business systems, and human experts allows the AI Concierge to address complex customer requests while switching context and personalizing the experience.

    Can Webex AI Concierge maintain context across channels and human handoffs?

    Yes. Webex AI Concierge uses conversation history, context, and AI memory to keep interactions connected as customers move between agents and channels. When human assistance is needed, the conversation can move into Webex Contact Center with its context intact, reducing the need for customers to repeat information.

    Can Webex AI Concierge connect to enterprise systems and knowledge bases?

    Yes. Webex AI Concierge is designed to coordinate enterprise knowledge, business systems, specialized agents, and human experts within one connected experience. The information and actions available depend on the systems, integrations, and permissions configured by the organization. Explore the broader directory of supported Webex integrations.

    What is the difference between Webex AI Agent Studio and AI Agent 360?

    Webex AI Agent Studio is where teams design, configure, and deploy AI agents and concierge experiences. AI Agent 360 helps teams test, observe, secure, and optimize those agents throughout their lifecycle. Together, they support AI agents from initial development through ongoing operation.

    How does Webex AI Agent 360 test AI agents before and after deployment?

    Before deployment, AI Agent 360 can simulate customer interactions, automatically evaluate agent behavior, validate models, and perform red-team testing. After deployment, teams can continuously monitor performance, identify knowledge or action gaps, and recalibrate agents as customer and business needs evolve.

    How does Cisco AI Defense help secure Webex AI agents?

    Cisco AI Defense helps protect Webex AI agents by applying safeguards across their interactions, knowledge sources, and connected tools. Teams can establish guardrails, detect adversarial activity, protect sensitive information, and define rules aligned with an agent’s intended scope. These capabilities complement the broader Webex security, privacy, and compliance approach.

    How does Splunk support observability in Webex AI Agent 360?

    Splunk enhances AI Agent 360 with visibility into agent behavior, reliability, and operational performance. Teams can monitor indicators such as accuracy, latency, response quality, safety, and escalation triggers, helping them investigate issues and improve agent performance over time.

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