The Webex AI Agent, slated to be available at the end of this month, should make customer service calls smoother by using AI alongside human agents. The goal is to reduce wait times and use intelligent ways to resolve issues.
According to Cisco, the Agent will allow companies to tackle complex real-time customer service queries by handling more dynamic conversations. The tool can also run scripted agents with preconfigured responses, Cisco said.
One use case highlighted by Cisco, for example, could help airline customers change flights in real-time by querying timing preferences, providing a range of flight options, and completing the call by making the booking. The agent uses AI technology to connect corporate information systems to customer queries.
