Cisco Announces Webex AI Agents: What IT Should Know

Cisco wants AI agents to work inside Webex meetings, messages and customer-service workflows, giving IT teams new integration and oversight decisions.

Cisco announced new agentic capabilities at WebexOne on Oct. 7, designed to help AI agents use shared context and carry out multi-step tasks across collaboration and customer-service systems.

The announcements include Dialog for maintaining customer context across interactions and planned capabilities for agents to participate in Webex spaces, meetings and calls. Several features remain forthcoming

Jeetu Patel, President and Chief Product Officer at Cisco says that “the next era of work isn’t about bolting chatbots onto yesterday’s tools,” but rather “about AI agents working alongside people and teams.”

Webex for agentic collaboration

Cisco’s Webex is bringing together enterprise context, collaboration software and AI agents to its platform. The company is extending this idea beyond video conferencing into workplace management and customer service.

Cisco describes workflows in which employees could @mention an analytics agent in a Webex space to retrieve usage statistics, then ask a presentation agent to update a PowerPoint deck.

For customer service, Cisco introduced Dialog, a software layer connecting enterprise systems with the Webex AI Agent platform. Cisco says it is designed to maintain customer context across interactions and coordinate follow-up work after a conversation ends.