Summary:
This blog explains what Agentic AI is in Webex, how it works, and where it shows up across Webex Calling, Meetings, Messaging, and Contact Center. It breaks down the difference between reactive and proactive AI, gives real examples of current features, and outlines what the AI Assistant and AI Agent can do for employees and customers. It also covers why reliable voice connectivity is essential for these features to perform as designed.
For years, AI in the workplace has been sold as the thing that would take work off your desk. Most of it never got past “interesting demo” territory. Bolt-on features that slowed you down once you tried to use them for real.
Cisco took a different route. In 2025, Webex moved from the quiet, background kind of AI to Agentic AI. AI that does things. It is live in Webex Calling, Meetings, Messaging, and Contact Center. It starts workflows. It solves customer problems. It hands work to people without losing context.
Jeetu Patel, EVP and GM of Security and Collaboration at Cisco, puts it plainly:
We believe that in the next few years, a large majority of first-time calls will be handled by an AI Agent just as interactive, dynamic, engaging and personable as a human agent.
That future is already in the product.
What makes it different?
Most AI reacts. You ask, it answers. You talk, it writes it down. Agentic AI acts first.
In Webex, it can route calls before you touch a keypad. Drop insights on your screen before you know you need them. Close a customer ticket before a human joins the call. Cisco calls it a “collaborative partner” because it doesn’t just sit in the corner. It works across your physical and digital environment without losing pace.
Examples you can use now:
-
Webex Calling that routes calls based on context and voice recognition.
-
Meeting notes that become Jira tickets without you asking.
-
Contact Center AI Agents that close tickets before they hit the queue.
Cisco CEO Chuck Robbins says 90% of enterprises are under pressure to launch an AI strategy in the next 18 months. Webex is already in-market.
The AI you work with everyday
The Webex AI Assistant is the piece you see in calls, meetings, and messages.
In Webex Calling:
-
Live and post-call summaries with action items.
-
Voicemail transcription so you can scan instead of listen.
-
AI-generated context handoff so no one starts from zero.
In Webex Meetings:
-
Real-time transcription and translation in 120+ languages.
-
Speaker identification in transcripts, even from shared rooms.
-
Catch-up summaries if you join late.
-
One-click task creation in Jira or Salesforce.
In Webex Messaging:
-
Summaries of long threads.
-
Tone rewriting and translation.
-
Enterprise-wide AI search across files, chats, and external tools.
Anurag Dhingra, CTO of Cisco Collaboration, says:
Better transcription helps generate better summaries and action items. The net result is AI Assistant language features that are substantially more accurate and nuanced.
The AI your customers meet first
The Webex AI Agent works around the clock in the Contact Center. It’s also linked into Webex Calling via Customer Assist.
It’s not a script tree. It understands intent. It gets things done. It escalates only when needed. It can:
-
Handle routine calls like password resets and bookings.
-
Transfer customers without making them repeat information.
-
Suggest responses to agents in real time.
-
Score sentiment and CSAT automatically.
-
Surface call trends in management dashboards.
With AI Agent Studio, you can build and train your own agents with the skills, models, and workflows you need.
Why IT should care
Agentic AI isn’t something extra to integrate. It’s already part of Webex.
-
No extra overhead to connect it.
-
Human agents spend time on complex work.
-
Customers get the same experience across every site.
-
Calls are automatically transcribed, scored, and stored for compliance.
The AI features in Webex Calling also run in Microsoft Teams, so your users get the benefits no matter which tool they’re in.
Related content: The Ultimate Guide to Webex Calling
Where this goes next
Cisco’s play is to merge collaboration, calling, and customer service into one AI-enabled environment.
-
Calling uses the same AI routing and transcription tools as Contact Center.
-
Meetings push actions straight into your workflow.
-
Messaging condenses weeks of chat into a quick read before a customer call.
Every part of a conversation is captured, given context, and ready to act on.
Bottom line
Agentic AI is not a roadmap feature. It’s already here, running inside Webex, and closing the gap between “we should” and “it’s done.”
Cisco’s bet is that soon most first-contact calls will start and end with AI. Looking at what’s already shipped, they’re ahead of schedule.
Agentic AI in Webex Calling only works as well as the voice network behind it. Without reliable PSTN connectivity, transcription accuracy drops, call routing breaks, and AI loses the context it needs to act. That means slower resolutions, frustrated customers, and wasted investment in AI features you’ve already paid for.
Make your Webex AI work the way it should. Get the right voice backbone with Pure IP.
Frequently asked questions
Agentic AI is Cisco’s shift from passive, assistive AI to AI that works proactively. Instead of just transcribing a meeting or surfacing information when you ask, Agentic AI can start and complete tasks on its own. It’s integrated into the Webex platform, so it can route calls, initiate workflows, resolve customer queries, and escalate issues without losing context. This makes it a continuous part of day-to-day work rather than a tool you have to consciously activate.
Most AI in workplace tools is reactive. You give it a prompt, it delivers an answer. Agentic AI in Webex is context-aware and action-oriented. It can detect the intent behind an interaction — for example, a customer calling about a password reset — and handle the entire process without a human stepping in. It also works across the Webex ecosystem, so actions started in one part (like a call) can trigger workflows in another (like a ticketing system), all without you having to make the connection yourself.
Agentic AI runs in four core areas:
-
Webex Calling for context-driven call routing, live transcription, voicemail transcription, and AI-generated handoff summaries.
-
Webex Meetings for real-time transcription and translation in 120+ languages, catch-up summaries, speaker identification, and instant integration with tools like Jira or Salesforce.
-
Webex Messaging for summarizing long threads, rewriting tone, translating messages, and searching across files and apps.
-
Webex Contact Center for fully conversational AI Agents that resolve routine customer issues, provide sentiment analysis, suggest responses to agents, and track call trends.
Every AI feature in Webex Calling and Contact Center depends on capturing clear, accurate voice data. Without enterprise-grade PSTN connectivity, calls may suffer from poor quality, dropped packets, or latency. That impacts transcription accuracy, which in turn affects the AI’s ability to route calls correctly, maintain context across handoffs, or detect customer sentiment. In short, weak voice infrastructure limits the value of Webex AI. The platform will still run, but the AI will be less accurate, slower to respond, and more likely to escalate to humans unnecessarily.
Pure IP delivers secure, compliant, global PSTN connectivity built to handle enterprise-scale demands. This means the audio the AI depends on is clear, consistent, and available everywhere your teams and customers are. Pure IP’s network is designed for low latency and high reliability, which keeps Webex AI features working at full performance — whether that’s transcribing a live meeting in multiple languages, routing calls based on spoken intent, or resolving customer issues without a human in the loop. With 24/7 expert support, Pure IP also ensures that if an issue does arise, it’s resolved fast so AI-enabled workflows keep running smoothly.
