By Rhys Fisher
Publication Date: 2026-06-02 15:00:00
Cisco has declared that the AI chatbot era is over, and the AI-native contact center era has arrived.
The networking giant used its annual Las Vegas event to unveil a suite of innovations under the Webex CX umbrella, including AI WEM, AI Concierge, and Agent 360.
All of these tools are targeting what it calls the “agentic workforce,” a blended environment where human and AI agents work side by side, managed, secured, and orchestrated from a single platform.
Speaking to CX Today ahead of the announcements, Vinod Muthukrishnan, VP and GM of Webex CX at Cisco, didn’t mince words on where the industry stands right now:
“It’s never been easier to build an AI agent. It’s, however, never been harder to make it enterprise-grade. And that’s the dichotomy we’ve got to deal with.”
That tension sits at the heart of much of what Cisco announced this week.
AI WEM: Workforce Management Rebuilt from the Ground Up
The most significant announcement…
