Webex AI Agent

Feature Overview

Webex AI Agent is an Artificial Intelligence (AI)-powered solution and integrated into Cisco Contact Center. It is designed to enhance customer interactions by automating routine tasks, delivering prompt responses, and increasing overall customer satisfaction.

Using artificial intelligence, Webex AI agent provides automated assistance to customers before they interact with human agents. These agents support voice interactions with intonation, language understanding, and contextual awareness within conversations. Also, AI agents seamlessly and informatively handle digital channel interactions through text messages (SMS) and online chat. Customers benefit from a personalized service, receiving assistance with questions, information retrieval, and minimizing wait times.

Webex AI Agent supports the following type of AI Agents:

  • An Autonomous AI Agent that can generate human-like, conversational responses to a customer query dynamically by using an LLM (large language model).

  • Scripted AI Agents are rule-based agents that use a predefined set of rules, Natural Language Understanding (NLU) frameworks and classical machine learning models to generate responses, allowing the developer to define the response the AI agent uses for specific customer queries.

Important Considerations

Consider the following before configuring Webex AI Agent:

Webex AI Agent Studio is a sophisticated platform designed to create, manage, and deploy automated AI agents that fulfil customer service and support needs.

Task

Reference

To learn more about the Webex AI Agent Studio and its features

See the article at Webex AI Agent Studio Administration guide

For detailed information on intents, entities, and responses within AI Agent Studio

See the article at Understand intents, entities, and responses in AI Agent Studio

To explore the various templates available for creating autonomous and scripted AI agents in Webex AI Agent Studio.

See the article at Use AI agent templates

For a list of supported languages and voices for AI agents

See the article at Supported languages and voices for AI agents

To understand the different AI engines used for AI agents

See the article at Understand AI engines for AI agents

For guidelines and best practices in automating with AI agents

See the article at Guidelines and best practices for automating with AI agent

Note

Each article provides in-depth information to help you effectively utilize the capabilities and features of Webex AI Agent Studio.

Prerequisites

CCE (on premise):

  • Cisco VVB is upgraded to 15.0 ES202508.

  • Cisco Unified CVP and Cisco VVB are configured:

    • Date and time in CVP, VVB, and proxy are synchronized with a common NTP server.

    • Access to DNS server is configured in CVP and VVB.

For more information on NTP and DNS server configurations in CVP, refer to the Microsoft Windows platform documentation.

For more information on NTP and DNS server configurations in VVB, refer to the Command Line Interface Reference Guide for Cisco Unified Communications Solutions at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.

For details of the VirtualAgentVoice element, refer to the Element Specifications for Cisco Unified CVP VXML Server and Call Studio guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-programming-reference-guides-list.html.

  • Ensure that the Packaged CCE AW, Cloud Connect, and VVB components have access to Webex services to use the Virtual Agent–Voice via cloud-based connector.

CCAI (in Cisco Webex Control Hub):

For further assistance, contact Cisco Support.

Configuration Task Flow

Task flow for configuring Webex AI Agent with Cisco Packaged CCE solution.

Procedure

Step 1

Ensure that the Cloud Connect publisher and subscriber nodes are installed.

For more information, see the Create VM for Cloud Connect Publisher and Create VM for Cloud Connect Subscriber sections in Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.

Step 2

Register Cloud Connect in the Unified CCE Administration console to establish a secure and trusted communication channel between the Cisco Contact Center on-premises deployment and cloud services.

For details, see the Cloud Connect Administration section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

Step 3

Configure Cloud Connect with CVP and VVB devices in Unified CCE Administration.

For more information, see Configure Cloud Connect Section in the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

Note

 

After an upgrade, Cloud Connect must be reconfigured with VVB devices.

Step 4

Import the Cloud Connect certificate to the CVP and VVB servers.

For more information, see the Unified CVP Security > Import Cloud Connect Certificate to Unified CVP Keystore section in the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Step 5

Integrate AI agents with voice channels.

For more information on how to integrate AI agents with voice channels, see the help article at Use AI agents for customer interactions.