This AI-focused article will cover:
- The role of AI agents and assistants in contact centres.
- Why responsible AI usage is more important than ever.
- How Cisco’s AI framework makes a difference.
AI adoption seems to be on everyone’s mind. It’s estimated that, if fully embraced, AI can add £47 billion annually to the UK economy over the next decade. Businesses must look at how they can implement AI effectively and make employees more productive.
In 2023, Gartner predicted that 80% of customer service and support organisations would use generative AI to improve agent productivity and customer experience (CX). The aim is to make contact centres proactive rather than reactive, ultimately boosting customer satisfaction by anticipating needs. In the long-term, it leads to lower operational costs and increased customer loyalty thanks to faster resolution rates.
Businesses are already trying to find a balance between human agents and technology in contact centres. So, what are the specific roles that AI plays, and how can AI-driven solutions like Webex for Gamma make their mark?
AI agents on the frontline
There’s a greater number of businesses looking to AI to modernise customer self-service. 79% of enterprises have, in some capacity, adopted AI agents as part of their customer service process. These agents act as a crucial support function for existing human agents.
Webex’s own AI Agent, for example, operates as an automated, 24/7 solution that handles customer queries across multiple channels. Whether it’s voice, email or SMS, this agent is tailored to an organisation’s specific customer service needs. By being easy to design and deploy, businesses see the benefits from such an AI agent quickly.
When choosing to adopt Webex AI Agent, enterprises can take advantage of:
- Human-like conversations: Combining Large Language Models (LLMs) with improved voice capabilities, such as low latency and barge-in handling, gives customers a more natural, personalised interaction.
- An autonomous or scripted model: Agents can be designed to act autonomously for more dynamic conversations, or run off a script which delivers controlled, pre-figured responses.
- Seamless handoffs: When a complex issue arises and human intervention is needed, the agent transfers the call to a human agent, along with context of the full conversation that avoids any chance of repeat information.
- Control over integration and management: AI Agents are built through Webex AI Agent Studio, a low-code/no-code platform that accelerates time to value, with these agents being able to seamlessly integrate with existing systems to complete tasks such as tracking orders or scheduling appointments.
Webex AI Agent gives customers a heightened self-service experience that translates to better CX. Customers that have a positive interaction with companies will remember such an experience the next time they need help. It builds long-term retention that leads to greater customer lifetime value.
But remember, AI is still a means to an end. In a contact centre setting, it’s both a tool and a valuable teammate.
AI assistants as a teammate
In August 2025 alone, 44% of time spent on AI tools happened during work hours. There’s an increasing trend, and consensus, on how AI acts as an extra member of the team, rather than a direct replacement. Its powers to automate and handle data are worth celebrating, yet its lack of empathy limits AI’s creativity and further usage.
As part of the Webex for Gamma proposition, AI is leveraged to assist every employee in providing the best customer service possible. Cisco AI Assistant operates within the Webex app, with its purpose being to optimise workforces and support new ways of working.
The key AI-powered calling features include:
- AI Receptionist: This advanced auto attendant utilises AI-powered speech recognition to understand caller intent and route callers to the right department without the use of keypad menus.
- Live and post-call summaries: Real-time transcripts, translations, and AI-generated call and meeting summaries all help to capture key details and actions that ensures no integral pieces of information are lost.
- Shared context: In case a call is transferred, the context is shared with the next recipient, meaning that agents avoid the risk of repeating themselves, and callers enjoy a more seamless experience.
- Supervisor tools: With real-time visibility into call sentiment, supervisors can proactively intervene during situations where agents require help when dealing with difficult customers.
With AI working alongside agents, businesses can start crafting an experience which stays with customers. By retaining key pieces of information and making call transferring seamless, customers don’t feel like they’re being passed around. Cisco’s AI Assistant is working around the clock to improve CX and, in turn, make businesses more competitive.
Cisco’s own AI framework
As AI usage grows, there’s a greater focus on compliance, and how these services meet regulatory standards. If businesses want to avoid any repercussions, they’ll need to take solutions from a provider who understands these potential pitfalls.
Cisco’s Responsible AI Framework derives from Cisco’s own principles around responsible AI deployment. These standards, including transparency and accountability, guide Cisco as they develop AI solutions within their own platforms.
Each of these 6 principles are necessary in how a provider like Cisco deploys safe, trustworthy AI capabilities. Solutions like Webex for Gamma and Cloud Connect for Webex Calling combine Cisco’s AI-driven products with Gamma’s own communication expertise. This partnership gives businesses the ability to benefit from direct cloud connectivity, simplified management, and scalability for long-term ambitions.
Above all, it’s an integral component of improving CX.
AI’s pivotal role within CX
When used correctly, AI can make all the difference for an organisation’s customer service. An automated AI-driven solution, for example, is more than capable of handling inquiries across multiple channels and ensuring not a single call is missed. Creating a consistent, timely experience across all touchpoints is something a customer remembers.
AI agents and assistants from providers like Cisco are built to make employee lives easier. These solutions, deployed through Gamma, possess cutting-edge AI capabilities that improve CX in the long-term, leading to loyal customers and more revenue.
There’s a good reason why we can call AI a ‘smart teammate’.