Use AI agents for customer interactions

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/s0qro1/Use-AI-agents-for-customer-interactions

Published

2026-08-25

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

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

Claims citing this source

• Access to the autonomous AI agent for voice calls is currently limited to specific customers, on both the cloud and the Contact Center Enterprise product lines, and requires contacting Cisco support. fact in context
• In cloud Webex Contact Center the integration point is the Virtual Agent V2 activity in Flow Designer, where a Contact Center AI Config selector offers Webex AI Agent Scripted or Webex AI Agent Autonomous and the flow author then chooses a published agent. fact in context
• On digital channels the AI Agent node in the Webex Connect flow builder exposes error outcomes (onError, onInvalidCustomerID, onInvalidMessage), success outcomes (onSuccess, onAgentHandover) and a timeout outcome, onTimeOut, which fires when the agent has not responded within 15 seconds. fact in context
• Webex Connect and Webex Contact Center integration currently supports 6 channels for AI agents: WhatsApp, SMS, Email, Facebook Messenger, Apple Messages for Business and Live Chat. fact in context
• The Virtual Agent V2 activity exposes 3 flow outcomes: Handled when the virtual agent completes execution, Escalated when the call must go to a human agent, and Errored for any error scenario. fact in context

Cite this source record

APA

WarmTransfer. (2026, August 25). Use AI agents for customer interactions. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-s0qro1-wxcc-use-ai-agents

BibTeX

@misc{warmtransfer-cisco-help-s0qro1-wxcc-use-ai-agents,
  title  = {Use AI agents for customer interactions},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-s0qro1-wxcc-use-ai-agents},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}