# Webex AI Agent / Dialog Platform for voice and digital customer service agents. The existing AI Agent Studio supports autonomous and scripted agents; Dialog was announced on October 7, 2026 as a new orchestration layer. Dialog beta is planned for Q1 2027. Canonical profile: https://agenten-kompass.mmeierhoff.chatgpt.site/en/agents/webex-ai-agent/ Editor: [Michael Meierhoff](https://agenten-kompass.mmeierhoff.chatgpt.site/en/about/) Sources reviewed: 2026-10-09 Basis: provider documentation. Examples are editorial suggestions, not hands-on product tests. ## Overview Webex AI Agent is the existing customer service platform. According to the announcement, Dialog adds an agentic execution layer. Cisco AI Assistant for Webex Suite is a separate collaboration offering. - Provider: Cisco / Webex - Product family: Webex - Profile type: Customer service platform with announced agent orchestration - Environment: Webex AI Agent Studio and supported contact center environments - Connections: Voice and digital channels, knowledge sources, external tools through MCP - Setup: Configure contact center access, AI Agent entitlement, knowledge sources and channels - Pricing model: AI Agent add-on to a Contact Center license; price on request ## Operation & oversight Operational details for this profile have not yet been researched. ## Provider Webex is Cisco’s collaboration and customer-service platform. Cisco combines contact centers, voice and digital channels with AI Agent Studio and the announced Dialog orchestration. - Operator: Cisco Systems, Inc. - Organization: Technology company - Website: https://www.webex.com/ - Location: San Jose, California, USA - Reviewed: 2026-10-09 - Provider source: https://www.cisco.com/site/us/en/about/index.html - Provider source: https://www.webex.com/us/en/products/customer-experience/contact-center.html ## Prices and included usage Pricing checked: 2026-10-09 Sales-led Webex Contact Center offering; AI Agent is provided through the appropriate add-on. ### Webex AI Agent Custom pricing AI Agent add-on for Flex 3.0 or trial access; the product page directs buyers to sales. Price source: https://www.webex.com/us/en/products/customer-experience/contact-center.html Dialog beta is planned for Q1 2027. No public price is stated in the announcement. Pricing details: https://www.webex.com/us/en/products/customer-experience/contact-center.html ## Key features ### Two agent types Studio documents autonomous and scripted agents. Source: https://help.webex.com/article/ncs9r37 ### Connect service knowledge Files, articles and websites serve as knowledge sources. Source: https://help.webex.com/article/ncs9r37 ### Use MCP tools Autonomous agents can retrieve external data and perform actions. Source: https://developer.webex.com/mcp/docs/mcp-ai-agent-studio ### Dialog: carry context forward Announced capabilities include cross-channel customer context and work beyond the end of conversations. Source: https://newsroom.cisco.com/c/r/newsroom/en/us/a/y2026/m10/cisco-unveils-new-agentic-collaboration-experiences.html ### Dialog: keep working after conversations Cisco announces coordination of people, agents and backend systems until the customer outcome is reached. Source: https://newsroom.cisco.com/c/r/newsroom/en/us/a/y2026/m10/cisco-unveils-new-agentic-collaboration-experiences.html ### Deploy voice and chat conversations Configure agents for voice and digital customer interactions and test before publication. Source: https://help.webex.com/article/ncs9r37 ### Hand conversations to people Configure handovers to human service staff through transfer actions or handover settings. Source: https://help.webex.com/article/ncs9r37 ### Analyze sessions and quality Inspect session history, versions, change logs and analytics for autonomous or scripted agents. Source: https://help.webex.com/article/ncs9r37 ### Connect business actions Configure fulfillment and external actions to handle customer requests. Source: https://help.webex.com/article/ncs9r37 ## Requirements and limits ### Dialog beta planned Limitation: Cisco anticipates beta in the first calendar quarter of 2027; this is a planned date. Source: https://blog.webex.com/customer-experience/webexone-2026-disconnected-customer-interactions-one-continuous-relationship/ ### Entitlement required Requirement: For Webex Contact Center, documentation specifies a trial or the AI Agent add-on for the Flex 3.0 license. Source: https://help.webex.com/article/ncs9r37 ### Check MCP authentication Limitation: MCP actions currently do not support the OAuth 2.0 Authorization Code flow. Source: https://developer.webex.com/mcp/docs/mcp-ai-agent-studio ## Example workflows ### Answer a service question - Your input: Approved knowledge source and defined service scope. - Possible result: Editorial example: an answer with an appropriate next step. - What to check: Review the answer, routing and knowledge freshness. ### Retrieve status from a system - Your input: Configured MCP action and verified customer identifier. - Possible result: Editorial example: a retrieved case status. - What to check: Review identity, tool parameters and returned data. ## Context Webex Contact Center requires a trial or AI Agent add-on for Flex 3.0. MCP actions currently do not support OAuth authorization code; Dialog beta is planned for Q1 2027. Studio and MCP documentation plus Cisco announcements dated October 7, 2026. Dialog: beta planned for Q1 2027. ## Sources - https://newsroom.cisco.com/c/r/newsroom/en/us/a/y2026/m10/cisco-unveils-new-agentic-collaboration-experiences.html - https://blog.webex.com/customer-experience/webexone-2026-disconnected-customer-interactions-one-continuous-relationship/ - https://help.webex.com/article/ncs9r37 - https://developer.webex.com/mcp/docs/mcp-ai-agent-studio [Sources and method](https://agenten-kompass.mmeierhoff.chatgpt.site/en/sources/)