Cisco AI Assistant for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center

Published

2026-06-01

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Cisco states that Auto CSAT uses operational data, interaction transcripts and surveys to predict a CSAT score for each engagement, and that the scores are viewed in the Webex Contact Center Analyzer reports and on the Interactions Details page in the Supervisor Desktop. in context
• Topic Analytics lets a Webex Contact Center administrator identify the primary reasons customers are calling, filter interactions by specific topic, and from there reach detailed interaction information including transcripts, call recordings and contact details. in context
• Automated wellness breaks in Webex Contact Center are brief 1 minute breaks between routine tasks, reached through the AI Assistant or through Thrive Resets notifications that Cisco says are customised using AI-driven real-time insights. in context
• Cisco states that when a Webex Contact Center call is disconnected unexpectedly the AI Assistant instantly creates a summary of the conversation so that the agent can continue it when the customer calls back, and that a call transferred from a virtual agent arrives with a summary of the interaction with that virtual agent. in context
• Of the 4 AI-generated summary subtypes, the dropped call and virtual agent transfer summaries exist to carry context across a break so that a conversation can continue, while the consult and transfer mid-call summary and the post-call summary exist to document an interaction that has already happened. inferred in context
• A Webex Contact Center post-call summary is created automatically after the customer disconnects and Cisco states that it captures the reason for the call, the actions taken, the status and the follow-ups. in context
• Cisco AI Assistant is a paid add-on for Webex Contact Center, and its features are visible only to organisations that have bought the add-on. in context
• The AI Assistant is described as a paid add-on for Webex Contact Center; its features are visible only to organizations/users who have paid for the add-on and whose administrator has turned the specific feature on. in context
• The article lists 7 AI Assistant capabilities by name: AI-generated summaries, Wellness breaks, Real-time transcripts, Auto CSAT, Topic Analytics, Real-time Assist, and Sentiment Analysis. in context
• The AI Assistant is a paid add-on and administrators decide which AI Assistant features are available to users; an agent who cannot see the AI Assistant is told to contact the organisation's administrator. in context
• Cisco states that Auto CSAT uses operational data and transcripts to evaluate 100 percent of voice interactions, positioning it as a replacement for low-response-rate customer surveys. in context
• Cisco states the AI Assistant supports English only for now, with support for non-English languages currently in Beta. disputed in context
• Real-time Assist is described as continuously analyzing live conversations across both voice and digital channels to understand context and customer intent, then surfacing instant recommendations on what to say or do. in context
• Sentiment Analysis is described as part of Webex AI Quality Management (AI QM) and categorizes completed interactions as Positive, Neutral, or Negative based on customer tone and language. in context
• AI-generated summaries feature has 4 subtypes: dropped call summaries, virtual agent transfer summaries, consult and transfer (mid-call) summaries, and post-call (wrap-up) summaries. in context

Cite this source record

APA

WarmTransfer. (2026, June 1). Cisco AI Assistant for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nvvv1zb-wxcc-ai-assistant

BibTeX

@misc{warmtransfer-cisco-help-nvvv1zb-wxcc-ai-assistant,
  title  = {Cisco AI Assistant for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nvvv1zb-wxcc-ai-assistant},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}