Cisco today at its WebexOne event in Austin, Texas, introduced Dialog, an agentic harness for the Webex AI Agent platform that enables personalized, long-lasting customer relationships.
"The next era of work isn't about bolting chatbots onto yesterday's tools," said Jeetu Patel, president and chief product officer of Cisco. "It's about AI agents working alongside people and teams, being deeply embedded in their workspaces, and collaborating on a secure, trusted foundation. When people and agents share the same context, work keeps moving and every customer relationship gets stronger.
Capabilities in Dialog include the following:
- Long-horizon execution, with agents that keep working on customers' behalf after conversations end, coordinating across people, agents, and back-end systems until the desired outcome is achieved.
- Persistent relationship context, which unifies customer history with enterprise data to maintain continuous context across all channels and time, powering absolute personalization at scale.
- Self-learning that continuously refines agent performance with every interaction, learning from customer journeys and human agent judgment while adhering to enterprise policy.
- Rapid onboarding for AI agents, indexing employee handbooks, knowledge bases, and operating procedures.
To ensure enterprise trust and scale, Webex AI Agents operate within active safety guardrails from Cisco AI Defense, with live telemetry and operational observability powered by Splunk.
Cisco at the event also unveiled the following:
- An enhanced Webex to empower digital teammates and people to work seamlessly across collaboration to understand what matters and move work forward.
- A connector for Anthropic's Claude AI assistant within Webex to analyze data, generate content, and execute work using shared enterprise context.
- Intelligent Workplace Experiences, to unify secure networking, collaboration technology, and physical spaces to create more engaging and inclusive experiences for employees.