Cisco offers the AI Assistant for Webex Contact Center, which became generally available in early 2025, providing human contact center agents with AI-generated call summaries, suggested responses, real-time transcription, and automated customer satisfaction scoring during and after customer interactions.

The AI Assistant for Webex Contact Center takes live customer voice and digital conversation data as input and produces several outputs: context summaries when calls are transferred or dropped, real-time suggested responses for agents during live calls, automated CSAT (customer satisfaction) scores calculated from 100% of voice interactions using transcripts and operational data, and sentiment analysis that classifies customer emotion as positive, neutral, or negative. Administrators can enable or disable specific AI features via Cisco's Control Hub platform. Cisco also describes an automated agent wellbeing feature that detects signs of burnout in real time and can automatically trigger breaks or shift agents to less demanding channels.