Webex

Headlines · 3

1. 4d
   Cisco unveils Webex AI agents for meetings and customer service

   At WebexOne on Oct. 7, Cisco announced new agentic capabilities for Webex that let AI agents use shared context to carry out multi-step tasks across collaboration and customer-service systems — for example, @mentioning an analytics agent in a Webex space for usage stats, then asking a presentation agent to update a PowerPoint deck. The announcements include Dialog, a layer meant to maintain customer context across interactions, plus planned features letting agents join Webex spaces, meetings and calls; Cisco says those agents are powered by Claude Managed Agents, while a Webex Suite Model Context Protocol (MCP) integration brings Webex context into OpenAI dots. Several features remain forthcoming: Dialog is expected in beta in the first quarter of calendar 2027, Agent Observability with Splunk is planned for general availability in December 2026, and dots within Webex is slated for a future release.

   TechRepublic · 🔥 0
2. Oct 7
   Contact-center AI insights: from handle time to relationship orchestration

   SiliconANGLE rounds up theCUBE's coverage of the "AI ROI in Contact Center Summit," where analysts and vendors argued that customer-service success metrics are shifting away from average handle time and first-call resolution toward "conversation to completion" — actually resolving the customer's issue. Executives from Cisco, Zoom, Five9 and Talkdesk described agentic AI that preserves context across AI-to-human handoffs and orchestrates customer relationships rather than just completing single transactions. Five9 cited its own research finding 99% of business practitioners deploying AI think their contact centers improved, while only 66% of end users agree, with more than half of the dissenters saying they want access to a human and can't get it.

   SiliconANGLE AI · 🔥 0
3. Oct 7
   Cisco adds Dialog agentic framework to Webex, with Claude and Dots tie-ins

   At WebexOne in Austin, Cisco detailed a broad expansion of AI agents across its Webex collaboration platform, headlined by Dialog, an "agentic harness" that coordinates across people, agents and backend systems and keeps working on a customer's behalf after a conversation ends. Cisco also plans to bring Anthropic's Claude into Webex via Claude Managed Agents, and a Model Context Protocol integration that puts OpenAI's Dots inside Webex as a personal agent. Most new features and products are planned for early 2027, and Engadget notes that reported multi-step agent failure rates remain high.

   Engadget AI · 🔥 0

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