Cisco Webex AI Expert (CWAIE)

Objective

You'll learn how to design, build, and deploy both voice and digital bots using Webex’s cutting-edge tools. From LLM-powered autonomous agents to structured FAQ bots and real-time agent assist tools, you'll explore every corner of the platform. You'll also learn how to use ROI calculators to size solutions and show value to stakeholders – perfect for presales engineers, solutions consultants, implementation engineers and customer success managers.

Audience

Those who want to implement and support AI Agent and AI Assistant.

Prerequisistes

Attendees should have completed our Webex Contact Center Expert (CWCCE) course or have equivalent experience, with a solid understanding of Webex Contact Centre voice and digital channels.

COURSE OUTLINE

Module 1: Introduction to AI Agent and AI Assistant

Learning Objectives:
• The value of AI Assistant & Agent
• Discovery of Customer needs
• Familiarization with AI Assistant Bundles, Units, Value Propositions, ROI Calculators, and Features
• AI Assistant Use Cases
• AI Agent Use Cases Understanding AI Assistant
• AI Assistant Overview
• Feature Overview
• Sizing an AI Assistant deployment

o Bundles
o Units
o Licensing Examples

• ROI Calculators
• Understanding AI Agent
• AI Agent Overview
• Feature Overview
• Sizing an AI Agent deployment

o Bundles
o Units
o Licensing Examples

• ROI Calculators

The Partner Journey
• Overview of the Partner Journey
• Understanding and Articulating the Value Proposition
• Discovery Phase
• Proof of Concept
• Proof of Value using KPI

Hands-on Exercise
• Discovery 1-1: Based on a scenario, calculate and recommend the number of bundles to purchase for AI Assistant and AI Agent.

Module 2: AI Agent

Learning Objectives:
• Understand core concepts: Agents, Knowledge Base (KB), Analytics
• Import & interact with a pre-built AI agent

Comparing Scripted vs Autonomous
• When to use Scripted vs. Autonomous
• Use cases for scripted
• Use cases for Autonomous

AI Agent Studio
• Requirements and Navigation
• Utilizing the interface

Demo: AI Agent
• Scripted
• Autonomous

Understanding and Configuring a Knowledge Base
• Knowledge Base overview

Analytics & Usage Reports
• Overview of performance metrics and interaction history
• Activity: Explore usage dashboard and identify insights

Hands-on Exercise
• Discovery 2-1: AI Agent Studio
• Discovery 2-2: Learner’s preview and test a prebuilt agent in the interface
• Discovery 2-3: Add new Knowledge Base articles (structured vs unstructured)
• Discovery 2-4: Explore usage dashboard and identify insights

Module 3 (Scripted AI Agent): Building a Scripted AI Agent

Learning Objectives:
• Design voice + chat interactions using scripted logic
• Configure intents, entities, fulfillment, and event-based handoff

Scripted Agent Overview
• No need for intent/entity training
• More natural interactions
• LLMs, ASR, TTS, dialog orchestration

Understanding Entities and Intents
• Storing Data in Entities
• Static and LLM-generated utterances

Integrating with a Webex Contact Center Voice Flow
• Connect agent to a simple Webex Contact Center voice flow

Passing data from AI Agent to a Fulfillment Flow
• Add a Custom Event to hand off to a Webex Contact Center Flow
• Use the captured entity in the handoff

Common enhancements
• Generate OTP and validate with user
• Send communication via Email/SMS

Hands-on Exercise
• Discovery 3-1: Build a simple Scripted AI Agent and integrate with a voice flow
• Discovery 3-2: Collect data from the customer and perform an API call to create dynamic messages
• Discovery 3-3: Chat enable the previous logic
• Discovery 3-4: Add OTP to validate the customer
• Discovery 3-5: Send an email notification/receipt

Module 4 (Autonomous AI Agent): Autonomous AI Agent Design

Learning Objectives:
• Create and test LLM-based agents
• Use KB for zero-shot understanding
• Compare scripted vs autonomous agent development

Autonomous Agent Overview
• No need for intent/entity training
• More natural interactions
• 15-min primer: LLMs, ASR, TTS, dialog orchestration

Creating an Autonomous Agent
• Prompting guidelines
• Using Knowledge Bases to enable context-aware answers
• Handoff from AI Agent-1 to AI Agent-2 mid-conversation

Hands-on Exercise
• Discovery 4-1: Build a Simple Autonomous AI Agent
• Discovery 4-2: Connect to the previously configure Knowledge base
• Discovery 4-3: Extend to the Chat Channel
• Discovery 4-4: Configure Fulfillment via Webex Connect (send an email)
• Discovery 4-5: Handoff from one AI Agent to another

Module 5: AI Assistant

Learning Objectives:
• Understand features of AI Assistant

Features of AI Assistant
• Agent Wellness
• Auto CSAT Scores
• Topic Analysis
• Dropped Call Summary
• AI to human transfer summary
• Real-time transcription (when GA)
• Suggested responses (when GA)
• Real-time transcript API

Hands-on Exercise
• Discovery 5-1: Explore AI Assistant features in Webex Contact Center

Assessment & Wrap-Up
• Certification Process Overview
• Resource handouts: Playbooks, sample flows, KB templates