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Overview

Your Mission

You are a Webex Contact Center Administrator at Cumulus Hospital, a modern healthcare provider serving diverse communities across the United States and Mexico.

Your mission is to transform patient interactions, from appointment scheduling and insurance verification to complex clinical information, using the power of Webex Contact Center with AI.

Because Cumulus Hospital serves a diverse patient base, a core pillar of this lab is multilingual orchestration. You will build bilingual patient journeys, configure, test, and refine interactions in both English and Spanish.

Core Learning

Throughout this lab, you will prove one thing:

WebexCC AI is flexible and easy to use for multilanguage environment.

Learning Objectives

By the end of this session you will be able to:

  • Deploy an autonomous multilingual Voice AI Agent that schedules appointments without human intervention
  • Configure a Digital AI Agent that engages patients in their language across chat channels
  • Enable a real-time AI Assistant that guides agents through complex interactions with policy-validated intelligence
  • Measure AI impact and agent performance using Analyzer dashboards and automated AI QM evaluation forms

Lab Structure

Detail
⏱️ Total Duration 4 hours
🔀 Flexibility Labs 1, 2, and 3 are fully independent — complete them in any order
🎁 Bonus Lab Independent, but recommended after Lab 3

Lab Topics

Voice AI Agent — Autonomous & Multilingual

Build a voice-first virtual agent from the ground up to handle appointment scheduling and hospital information.

You will configure the AI Agent to handle both English and Spanish, ensuring a natural, human-like experience for all callers without human intervention.

What you will build:

  • Autonomous AI Agent profile with bilingual instructions
  • Knowledge Base injection for hospital policy and scheduling
  • Webex Connect flow with dynamic language routing
  • Voice Flow integration via VirtualAgentV2 node

Digital AI — Multilingual Patient Journey

Design a digital-first experience using web interactions and AI-orchestrated flows.

You will implement language-specific routing and multilingual digital surveys to measure the "Pulse" of patient satisfaction in real time.

What you will build:

  • WebChat channel configuration with language detection
  • AI Agent per language for session integrity
  • Multilingual digital survey for patient satisfaction
  • End-to-end English and Spanish chat journey validation

AI Assistant — Real-Time Agent Empowerment

Augment human agents with a virtual assistant that provides real-time assistance and intelligence.

You will deploy a single, multilingual AI Assistant capable of serving both English and Spanish queues, dynamically leveraging the correct language context.

What you will build:

  • AI Assistant profile for bilingual service
  • send_form action with slot filling for patient data
  • SMS form delivery to the patient's mobile device
  • Live interaction script validation in English (EN) and Spanish (ES)

The Full Picture — AI Analytics & Quality Management

Transition into the role of a Supervisor to measure your success.

Utilize AI-powered Quality Management (AI QM) to analyze voice calls, perform automated interaction scoring, and evaluate agent performance using bilingual evaluation forms.

What you will do:

  • Run the Cisco Live AI Assistant Dashboard in Analyzer
  • Review AI QM scores and customer sentiment across interactions
  • Explore automated evaluation forms in English and Spanish
  • Perform a manual evaluation and interpret the combined score

Are you ready to build the future of patient care? Let's dive in, innovate, and transform the digital healthcare experience 🚀

Lab authored for Cisco Live 2026