Momentum Meets Impact: Strong Customer Adoption of Webex AI Agent ...

Webex AI Agent for Contact Center is redefining CX for internal and external customers.

Every customer interaction is an opportunity to build trust—but for many organizations, traditional automation creates friction instead of resolution. Slow responses, rigid chatbots, and repetitive questions can leave both customers and agents frustrated.

Webex AI Agent turns that frustration into flow. Built on decades of contact center expertise and the latest conversational AI innovation, it listens, understands, and responds with empathy and precision. It remembers context, adapts mid-conversation, and delivers accurate, real-time resolutions across channels—whether voice, chat, or digital self-service.

Beyond improving customer interactions, Webex AI Agent transforms how organizations operate. It delivers 24/7 intelligent service, reduces the volume of routine inquiries reaching live agents, and frees human teams to focus on complex, high-value conversations. This efficiency not only streamlines operations—it also alleviates agent stress, reduces turnover, and allows contact centers to deliver more consistent, personalized service at scale.

And the impact is already measurable. Across industries, leading brands are using Webex AI Agent to reimagine how they connect with customers—improving response times, cutting costs, and elevating satisfaction. The following case studies highlight how connected intelligence is delivering real-world results today.

Webex AI Agent: momentum fueling transformative results.

Since becoming generally available earlier this year, Webex AI Agent for Webex Contact Center has seen rapid adoption and remarkable outcomes across industries. Leading brands are already realizing how AI-powered automation can enhance both customer and employee experiences.

CarShield

CarShield has implemented AI-powered agents and predictive outbound campaigns, increasing outreach by 66% and doubling average talk time for stronger customer connections. The Pre-Call Screening AI Agent now contains 66% of calls without human intervention, while real-time AI claims processing has cut powertrain claim onboarding time by 90%, eliminating traditional 24–48 hour delays and enabling instant resolutions.

Uniting NSW.ACT

One of Australia’s largest social service providers, Uniting NSW.ACT is deploying Webex AI Agent to automate Homecare appointment management. By enabling residents to manage cancellations—previously 14% of all calls—at any time without waiting, the organization has improved flexibility and achieved significant annual savings within three months. The AI Agent is expected to go live by the end of this month.

BancFirst

BancFirst, Oklahoma’s largest state-chartered bank serving communities statewide, addressed long internal support queues with Webex AI Agent. The solution has reduced abandoned calls by 10% and enables employees to resolve issues three minutes faster on average, improving service quality and employee experience alike.

GetixHealth

Facing outdated systems and rapid growth, GetixHealth needed a modern, scalable solution for its 24/7 operations. After moving to Webex Contact Center, the organization achieved a 70% reduction in dropped-call complaints. Now piloting Cisco’s Webex AI Agent in beta, GetixHealth plans to further automate processes, expand analytics, and equip agents with advanced AI to enhance patient and staff experiences in healthcare financial management.

Valeris

Since deploying Webex AI Agents, Valeris has achieved a 95%+ speech recognition match rate for custom pharmaceutical drug names—ensuring accuracy and faster resolution in complex cases. The company has also seen a 35% decrease in support tickets, significantly improving operational efficiency and agent productivity.

Cisco Technical Assistance Center (TAC)

The internal Cisco Technical Assistance Center (TAC) team uses Webex AI Agent to handle over 400,000 new cases each quarter, including nearly 30,000 by phone. By automating case creation, instantly authenticating callers, and integrating the enhanced Cisco AI Assistant for Support, the AI Agent saves customers an average of four minutes per call—streamlining support and elevating customer satisfaction.

New enhancements for Webex AI Agent.

Building on this momentum, we’ve introduced a series of innovations that further advance the intelligence, fluency, and scalability of Webex AI Agent:

Enhanced Voice Capabilities: Our AI Agent now listens, speaks, and responds with human-like fluency. Improvements in latency, intelligent turn prediction, and barge-in handling make conversations smoother and more natural—no robotic pauses, no awkward delays.
Multi-lingual Communication: With support for 50+ languages rolling out in beta later this year, organizations can communicate with customers in their language of choice while maintaining context, accuracy, and empathy.
Agent-to-Agent Collaboration: By leveraging A2A (Agent-to-Agent) and Model Context Protocol (MCP) frameworks, Webex AI Agents can now collaborate—securely exchanging data and context to resolve complex tasks faster.

Together, these capabilities mark a major leap toward connected, autonomous experiences—where AI is not a separate function but part of a unified, intelligent fabric that supports every customer interaction.

A connected future, driven by intelligence.

The Webex Customer Experience portfolio is built on a simple principle: intelligence should connect, not complicate. By combining automation, personalization, and open interoperability, we’re helping organizations revolutionize CX—from faster resolutions and proactive engagement to measurable improvements in satisfaction and retention.

When implemented strategically, AI doesn’t just reduce cost—it drives growth. Many Webex customers are already seeing returns within months, as AI transforms the way their contact centers operate and the way their customers feel.

If you’re ready to see it in action, contact us to schedule a demo and experience how Webex AI Agent can redefine customer experiences for your organization.

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