Having shown a conversational AI agent, it claims to eliminate irksome automated phone menus and feared hold times.

Cisco is betting that in the years to come, AI will be able to handle most cisco customer support calls. Businesses are increasingly using AI bots that can understand and respond to natural language customer demands, and this action is part of that trend. This has the potential to transform a global customer service industry that has traditionally relied on human personnel.

These new Cisco AI agents are able to converse more naturally and do difficult activities that normally need human interaction, such as changing credit cards or rebooking flights, in contrast to old automated systems that adhere to strict scripts.

Frederic Miskawi, VP and AI innovation expert services lead at CGI, a global IT and business consultancy, told PYMNTS that AI agents thrive in dynamic contexts like contact centers or complex operational systems by adapting to real-time changes. Through quicker reaction times, higher resolution rates, and the avoidance of weariness that human agents encounter throughout extended shifts, they can improve AI customer service.

Artificial intelligence (AI) agents are self-governing software applications that do tasks by breaking them down into smaller, more manageable parts and making decisions. They are employed as digital professionals who can manage processes, do topic research, and schedule meetings with minimal help from others.

Cisco revealed its new Webex AI Agent at its WebexOne conference in Fort Lauderdale, Florida. The agent is designed to function as an AI-powered concierge that can conversely reply to customer requests. The technology, which will be available in early 2025, will enable businesses to quickly develop and train AI agents for voice and digital customer service channels.

Businesses are dealing with an increasing number of industry experts who contend that while these tools have potential, businesses must remain flexible in their technical strategies as AI develops.