At events like Cisco Live 2025, the latest Cisco and Webex technologies are showcases throughout – from keynote highlights, to in-depth demos on the World of Solutions show floor. This year, Webex Customer Experience Solutions showed up in full force, demonstrating the value of our portfolio of Webex Contact Center, Webex AI Agent and Proactive Journeys.
We always challenge ourselves to think outside of the box – how we can bring our technology to life in ways that engage and captivate the attention of a wide event audience while getting them thinking about the potential impact for their organizations. Taking a nod from our uber-successful Webex Café event experience, we set out to push the limits even more at Cisco Live.
Designed to showcase the seamless power of Webex Connect and Webex AI Agent, the ‘Build Your Own Guitar of the Future’ experience was an interactive journey that blurred the lines between cutting-edge technology and personalized, creative experiences. The result? Attendees got to design their dream guitar using AI and walk away with a bespoke, one-of-a-kind digital masterpiece delivered directly to their phones.
How it Worked: The Journey Behind the Magic
Set against the backdrop of a guitar manufacturer’s retail branch, the experience was as much about fun as it was about function.
By scanning a simple QR code, attendees were invited into an intelligent, AI-driven journey that used their personal style preferences to inspire a one-of-a-kind, AI-generated custom guitar design.
While engaging and unique, this experience was primarily created to showcase core functionality of Webex Connect and Webex AI Agent together in a relatable use case.
With Webex Connect, attendees got to experience capabilities such as:
- Rich messaging channels of Apple Messages for Business and WebChat
- Rich features such as interactive list pickers, carousels, rich links and images
- Two-way conversational messaging with the ability to tap or type responses
- Workflow orchestration across various channels in concert with the AI Agent, third party system integrations, and much more
With the inclusion of Webex AI Agent, attendees experienced:
- Autonomous, always-on self-service, available directly within the messaging channel of choice
- Natural, human-like conversational AI that can respond intelligently to inquiries within its knowledge base
- Real-time intent fulfillment by collecting order customized user selections, transfers them into a prompt and delivers back an object
- Complex system integrations such as user profiles, MidJourney AI Image engine, Airtable and more
- Security and guardrails by training the AI Agent on a predetermined knowledge base, giving it the autonomy to embody a desired persona, but enabling clear guardrails to ensure that the AI Agent does not deviate from the desired experience.
Not only were attendees engaged in a creative process but they were also exposed to how intelligent technologies can bridge the digital and physical using AI.
Webex Connect and AI Agent: The Technology Powering the Experience
Behind the scenes, the Webex Connect Flow Builder powered the workflow that orchestrated the experience, seamlessly bringing together channels, logic, and integrations.
At the heart of this orchestration is the Flow Builder, where various nodes represent the actions and logic that drive the interaction are placed on the canvas. Key components include:
- Channel Nodes: These initiated the journey by processing the inbound request from Apple Messages for Business or Webchat to start the flow and set up interactive elements like carousels, buttons, and messaging templates. These enabled users to choose guitar colors, materials, and features.
- Receive Node: Captured and processed user inputs throughout the experience, enabling the flow to continue.
- Utility Nodes: These played a critical role in executing specific functions—such as fetching user profiles, branching to different parts of the flow, and delaying message delivery to create a natural, conversational cadence.
- Integration Node: Connected directly to the Webex AI Agent, passing along user inputs and questions and returning relevant responses in real time.
- HTTP Request Node: Enabled seamless calls to external AI tools like MidJourney (for instant image generation) and Placid (to apply branded overlays) to create unique guitar designs come to life in seconds.
From choosing colors and materials to using the Webex AI agent to react to choices and answer questions in real-time, the Build a Guitar experience at Cisco Live 2025 was the perfect harmony of art, technology, and human creativity.
Crowd gathering from the Japanese Cisco delegation to try out the experience.
From Tradeshow Floor to Real-World Transformation
The activation turned what could have been a passive demo into an engaging, hands-on experience. That sense of surprise and delight—the “wow, I made this!” moment coupled with “I didn’t know something like this was possible”—is exactly the kind of impact modern brands strive to create.
Beyond the cool factor, we demonstrated how Webex Customer Experience Solutions can create an intelligent front door to the contact center – one thats proactive, conversational and always on.
Organizations can orchestrate personalized, proactive journeys like appointment reminders in healthcare, check-in instructions in hospitality, or order updates in retail—delivered seamlessly across multiple channels. To then be able to escalate interactions to a Webex AI Agent, providing intelligent self-service, capable of handling routine inquiries like billing questions in financial services, reservation changes in travel, or order tracking in e-commerce—frees up live agents and streamlines the customer experience from start to finish.
Striking the Innovation Chord
AI-driven experiences are becoming more integrated into how businesses engage with customers, the potential to reimagine journeys across industries is limitless. From retail to travel to financial services, the ability to meet customers where they are — with personalized, real-time conversations enhanced by AI — is no longer a futuristic dream. It’s here, and it’s powered by Webex Customer Experience solutions portfolio.
Contact us to learn how we can help transform your customer experience journey.
Resources
Transforming customer experience at Cisco Live 2025 with AI-powered innovations
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