Lab overview
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Webex Contact Center AI Assistant Lab.
This lab demonstrates how to pass contextual intelligence from AI agents to Webex Contact Center agents.
Key Objectives:
- Capture AI-generated summaries of virtual agent conversations
- Enable real-time call transcription for human agents
- Provide agents with full context before and during live interactions
Benefits:
- Reduce customer repetition
- Improve agent efficiency and accuracy
- Deliver smoother transitions from AI to human support
By completing this lab, you'll learn how to enhance agent experiences using AI-powered context and live insights.
Call Flow Overview
- A new call enters the flow.
- The AI agent engages with the caller by asking pre-configured questions.
- The AI agent gathers all necessary details and transfers the call to a human agent.
- The human agent receives a summary of what was discussed between the caller and the AI agent.
- The human agent can view live transcripts while communicating with the caller.