Cisco broadens agentic features in Webex collaboration platform
SiliconANGLE Paul Gillin
Cisco is adding AI agents across Webex, from meetings to customer service. The big push is shared context: bots that can keep working after the call ends.
Based on reporting by SiliconANGLE, Paul Gillin — read the original for the full story.
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Cisco used WebexOne in Austin to show how far it wants to push AI through its collaboration stack. The company isn’t just sprinkling assistants into meetings. It’s trying to tie together people, software agents, room hardware and enterprise systems so the context from one interaction can follow the next one.
The revamped Webex app is built around that idea. It pulls from calendars, messages and active workflows to show a more personal view of what’s next. Agents can join spaces, meetings and calls, where they can help schedule conversations, take notes, translate and carry out tasks. Cisco also plans to add Anthropic’s Claude through Claude Managed Agents, while a Model Context Protocol integration will feed Webex data into OpenAI’s Dots agents. Cisco says Dots will also show up inside Webex as a personal agent.
The company is taking the same approach to customer service. Its new Dialog layer sits under the Webex AI Agent platform and links customer history with enterprise systems, knowledge and policies. The pitch is less about scripted chat flows and more about training agents like digital co-workers, using existing conversations and operating procedures. Dialog is meant to keep context across channels, work with employees and backend systems, and continue until a request is resolved. Cisco expects beta availability in the first quarter of 2027.
That deeper reach also means more control. Cisco is expanding AI Agent 360 with observability based on Splunk technology so teams can track behavior, escalation patterns and business impact. AI Defense handles security, and Cisco is adding integrations with Google, Nvidia and Amazon Web Services. On the hardware side, RoomOS 27 arrives in November with AI features and native Google Meet support, while a new Ceiling Speaker Pro is due later this quarter. Cisco also says several of these broader changes are aimed at organizations that still run on-premises systems and need local hosting for third-party models.
My take — AI-written commentary, not fact-checked reporting
Cisco is reading the room better than most vendors: the real prize isn’t a chatty assistant, it’s control over the whole chain from meeting to workflow to service ticket. That’s also the scary part, because once the agent gets a seat at the table, someone has to watch its hands. The industry keeps calling that AI; old IT people would call it administration with better branding.
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