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Lab Overview

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  1. Open the Credentials list

  2. Find the User Number that is assosiated with you desk and open the folder. Profiles

  3. Open the file and see your Attendee ID and login credentials. Profiles

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All configuration entries in the lab guide will be renamed to include your Attendee ID.


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Overview of the lab's Use Case

Webex AI Agent Design for Flower Shop

Designing a Webex AI Agent for a flower shop to assist customers via voice and digital channels.

AI Agent Capabilities

  • Recommending flowers based on customer preferences or occasions
  • Collecting order details for both standard and custom bouquets
  • Calculating total price in real time
  • Gathering delivery information, including address and delivery date
  • order confirmations via SMS
  • Providing order status updates upon request
  • Sharing store hours and relevant business information
  • Transferring to a human agent when needed for complex inquiries

Human Agent Support

  • Human agents are equipped with AI-powered tools to ensure:
  • Fast issue resolution
  • Personalized service
  • Exceptional customer experience across all interactions

Learning Objectives

Welcome to "Hands-on AI in Action with Webex Contact Center: Enhancing Self-Service, Agent Assistance & Customer Insights - LAB-2342"

Profiles

In this lab, participants will:

• Uncover Trends & Opportunities: Analyze customer conversation data to identify key themes, trends, and automation opportunities for improved service efficiency.

• Integrate Intelligent AI Agents: Utilize Cisco Autonomous and Scripted AI Agents to build dynamic, context-aware self-service flows that adapt to customer needs in real-time.

• Seamless AI-to-Human Collaboration: Experience smooth transitions from AI agents to human agents, ensuring continuous context and interaction summaries for effective issue resolution.

• Enhance In-Interaction Insights: Experience AI-driven call summarisation to enhance agent productivity and service quality.

• Predict Customer Sentiment: Learn to leverage AI to forecast customer satisfaction (CSAT) based on interaction data, enabling proactive service adjustments and how to use this for proactive customer engagement.

• Utilize Proactive Campaign: Proactively engage customers through intelligent outreach and dynamic self-service using Webex AI Agents.

Disclaimer

The lab design and configuration examples provided are for educational purposes. For production design queries, please consult your Cisco representative or an authorized Cisco partner. Let’s get started and discover how Webex Contact Center Flow Designer takes customer experiences from good to great!