By Don Fluckinger
Publication Date: 2026-10-07 10:00:00
Agentic AI seems to have forced some convergence of service and CRM — as well as agent orchestration and governance. If it all isn’t converging, it certainly overlaps.
At its WebexOne user conference in Austin, Texas, today, Cisco Webex previewed Dialog, which it describes as an agentic CX harness with beta availability anticipated in Q1 2027. Dialog is designed to harness and orchestrate AI agents while maintaining customer context across interactions, systems and time.
Historically, dedicated relationship managers could connect those interactions for only a limited number of customers. Cisco’s premise is that AI can extend that kind of coordination across a much larger customer base.
Using the example of an airline customer who missed a flight, Vinod Muthukrishnan, vice president and general manager of Webex customer experience, said that Cisco had previously focused on individual customer journeys with tools such as AI Concierge — to execute processes such as a ticket…
