Webex AI Assist at a Glance
Empower any employee to deliver outstanding customer assistance through our modern, AI-powered experience in the Webex app.
Local and regional branch offices are the frontline of your business and the face of your brand in the community. These offices face a unique challenge: they must quickly resolve customer issues and build strong relationships—all without dedicated contact center staff or tools.
Webex AI Assist empowers your employees to deliver outstanding customer interactions with AI-powered agent, supervisor, and analytics tools available in the Webex app. Available through a reimagined Webex Calling offer, these capabilities deliver a powerful selection of tools that enable organizations to:
- Improve customer satisfaction.
- Increase operational efficiency.
- Reduce costs.
The Customer Experience is More Important Than Ever
- 86% of customers believe that good service is a reason to be a repeat customer.
- 57% of customers would change brands for a better customer experience.
Smarter Interactions. Seamless Support.
Queues
- Voice Queue:
- A complete call center experience with customizable greetings.
- Features include estimated wait times, callback requests, and flexible routing options (skills and priority-based routing).
- Advanced Auto Attendant:
- Speech recognition enables callers to navigate IVR menus with their voice.
- Text-to-speech allows businesses to quickly create announcements.
- Multi-level menus ensure efficient navigation to the right destination.
- Available with the Webex Calling Professional License in 2025.
- Click-to-Call:
- Boost sales and enhance customer service by enabling customers to connect with your business via voice or video directly from your website.
Agent Experience
- Queue Management:
- Agents can join/unjoin queues, select from multiple lines, and manage queue or personal lines (coming in 2025).
- View queue activity and set their status directly in the Webex app.
- AI Assistant for Agents:
- Tools include live call and post-call summaries, translations, transcriptions, and the ability to share summaries with others (coming in 2025).
- Multi-Call Window:
- A compact desktop client that enables agents to manage high call volumes across multiple lines or queues.
- Audio Intelligence:
- Features HD Voice with background noise removal and enriched narrowband PSTN audio for clearer calls.
Supervisor Experience
- Agent Monitoring:
- Supervisors can monitor agent activity across queues and barge, whisper, or monitor calls—all within the Webex app.
- Call Sentiment for Supervisors:
- Real-time AI sentiment insights and call summaries provide a clear understanding of interactions, ensuring exceptional customer experiences (coming in 2025).
Analytics
- Gain visibility into queue and agent KPIs with real-time and historical analytics.
- Intuitive charts empower supervisors to make data-driven decisions and optimize the customer experience.
