Jason Perlow/ZDNET
At WebexOne 2024, Cisco announced major advancements in AI and XR for its Webex platform, redefining what collaboration can mean for businesses today.
Held at the Diplomat Resort in Hollywood, Florida, the third annual WebexOne showcased Cisco’s expansion from a video conferencing platform into a sophisticated suite that supports AI-driven workspaces, immersive customer experience solutions, and cutting-edge XR technologies.
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Since its $3.2 billion acquisition of Webex in 2007, Cisco has leveraged the platform as a foundation for redefining business collaboration, evolving far beyond the expectations of WebEx Communications, Inc.’s founders.
AI-enabled partnership with Nvidia powers Cisco’s evolution
Cisco’s commitment to AI began with its long-standing partnership with Nvidia in 2015. Leveraging Nvidia’s high-performance GPUs, Cisco has enhanced video quality, enabled real-time processing, and introduced advanced AI functionalities that facilitate spatial meetings, laying the groundwork for its XR integrations with Apple’s Vision Pro.
Cisco’s Executive Vice President Jeetu Patel emphasized the importance of this foundational partnership: “We’re focused on providing the infrastructure for AI — low-latency networking, high-performance systems — all of which position us as leaders in AI-driven enterprise solutions.”
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Patel explained that Nvidia’s processing capabilities have enabled Cisco to develop intelligent collaboration tools to keep pace with the complex requirements of hybrid and remote work environments. This partnership has fueled the evolution of AI within Webex and positioned Cisco to integrate seamlessly with Apple Vision Pro, opening the door to immersive, spatial collaboration experiences.
Cisco’s full-stack approach: AI that goes beyond conferencing
In addition to XR, Cisco’s approach to AI includes a holistic “full-stack” model that integrates networking, security, and collaboration. Snorre Kasbo, Cisco’s VP and general manager of devices, described the “full-stack collaboration” model as an essential framework for simplifying scalability in hybrid workplaces: “We think of networking, security, collaboration, and observability as a layered set of capabilities. Only full-stack collaboration can support an IT team expanding from five to 300 rooms with a team of two.”
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This full-stack approach positions Cisco to support seamless, enterprise-level collaboration that goes beyond video conferencing and enables organizations to manage and scale with minimal friction while maintaining reliable, secure connections.
Webex AI Agent: Rapid deployment of intelligent customer service agents
One of Cisco’s flagship announcements at WebexOne was the Webex AI Agent, a platform designed for rapid and sophisticated AI agent deployment. This low-code, self-service solution provides organizations with the tools to quickly develop AI agents that can handle complex, multichannel customer interactions, from simple inquiries to advanced automation tasks.
During a live demonstration, Anurag Dhingra, Cisco’s SVP and GM of Webex customer experience solutions, showcased the AI Agent Studio. In just minutes, the Studio allowed users to create AI agents from scratch or with pre-built templates, integrating them with backend systems for tasks like HR inquiries, appointment scheduling, and account management. Jay Patel, Cisco’s SVP of customer experience solutions, described the platform’s agility:
“Our AI agents are designed to handle everything from simple inquiries to complex, multi-step requests without demanding extensive technical setup. With Webex AI Agent, businesses can deploy AI-driven support that feels natural, adaptable, and contextually accurate in real time.”
The Webex AI Agent natively incorporates retrieval-augmented generation (RAG), handling data retrieval seamlessly at the backend. This structure contrasts with other systems that require complex data management setups, allowing businesses to focus solely on customer-facing interactions. Cisco’s flexible “bring-your-own-LLM” model allows users to integrate preferred language models based on their specific needs, such as OpenAI’s models via Azure or Amazon Bedrock.
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The Webex AI Agent exemplifies the transformation AI can bring to customer engagement, bridging operational gaps, enhancing productivity, and enabling consistent, on-brand support that minimizes repetitive tasks.
AI’s internal applications at Cisco
Internally, Cisco has deployed the Webex AI Agent within its HR department, automating responses to common benefit questions and freeing HR teams to focus on strategic activities. Ted Kezios, Cisco’s SVP of people and communities, noted the impact: “The AI Agent handled many routine benefit questions, allowing our HR teams to focus on complex tasks. This tool is going to redefine how we address employee needs.”
Cisco’s use of the AI Agent in HR illustrates how AI solutions can reshape workflows, providing measurable productivity gains that directly benefit employees.
Boosting productivity with Cisco AI Assistant
Complementing the AI Agent, Cisco’s AI Assistant, introduced with the company’s cybersecurity solution in December 2023, has been extended to Webex and now Webex Contact Center. The AI Assistant, an LLM-based tool being rolled out across all of Cisco’s cloud offerings, is designed to optimize internal productivity by automating routine workflows.
The AI Assistant integrates seamlessly across enterprise applications like Salesforce, ServiceNow, and Zendesk, allowing users to perform actions within these platforms directly from Webex. In addition to traditional actions like ticket filing, the Assistant features interactive Slido polls for real-time engagement and Vidcast capabilities to create and distribute custom video presentations.
Anurag Dhingra illustrated the Assistant’s practicality: “Imagine being in a customer support conversation and instructing the AI Assistant to file a ServiceNow ticket — now you can.”
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These capabilities help streamline workflows, allowing employees to concentrate on high-value tasks and leaving repetitive tasks to AI automation.
Breakthrough XR collaboration with Room Bar Pro and Vision Pro integration
Cisco’s most ambitious announcement at WebexOne 2024 was its deepened XR partnership with Apple’s Vision Pro, positioning Webex as one of the first collaboration platforms to integrate Apple’s immersive spatial computing.
As an official launch partner for Vision Pro in February 2024, Cisco initially brought Webex to the Vision Pro platform. It has expanded those capabilities with stereoscopic Spatial Meetings to transform remote experiences into lifelike, 3D interactions.
The Room Bar Pro device, introduced in June of 2023, amplifies this integration, leveraging a software upgrade for stereoscopic imaging to convert meeting spaces into immersive 3D collaboration studios. This integration aligns with Cisco’s “Distance Zero” vision, which aims to dissolve the physical and virtual divide, so remote and in-person attendees feel equally present in any interaction.
Bringing new immersive experiences to office collaboration.
Jason Perlow/ZDNET
The Room Bar Pro and Vision Pro setup enables diverse applications across industries:
Product demonstrations: Industries like manufacturing and retail can present 3D-rendered products to remote clients, who can inspect intricate details, materials, and mechanisms as if they were handling them. This immersive experience deepens engagement without requiring travel.
Training and education: Ideal for sectors such as healthcare and engineering, this setup enables hands-on, immersive learning. Medical students, for instance, can study 3D anatomical models in detail, enhancing retention and understanding.
Collaborative design and planning: For design-driven industries, the Room Bar Pro enables real-time collaboration on 3D models. Architectural firms can showcase true-to-scale models, simulating walk-throughs, lighting adjustments, and texture evaluations, making remote presentations as effective as in-person meetings.
Beyond the Vision Pro integration, Apple solutions were prominently featured across the WebexOne show floor, illustrating the companies’ close alignment.
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A popular demo area showcased Apple’s spatial capabilities, allowing attendees to experience firsthand the impact of Apple’s hardware in the hybrid workspace, from enhanced device compatibility to seamless integration with Cisco’s intelligent collaboration tools.
Webex solutions for Apple at WebexOne 2024.
Jason Perlow/ZDNET
The partnership with Apple highlights Cisco’s shift toward building an ecosystem of interconnected, high-quality XR tools to facilitate the next generation of workplace collaboration. By adopting Apple’s design ethos and pushing spatial meeting technology boundaries, Cisco continues redefining the possibilities for hybrid work environments.
Supporting technologies
Cisco’s Ceiling Microphone Pro enhances the visual experience of the Room Bar Pro by providing adaptive audio capture that adjusts to the position of each speaker. This all-in-one audio solution complements Cisco’s XR-enabled setups, improving overall engagement and ensuring that voices are transmitted clearly.
Cisco’s Workspace Designer tool.
Jason Perlow/ZDNET
Cisco’s Workspace Designer web tool further supports XR-enabled environments by simplifying the design of layouts optimized for the Room Bar Pro, Vision Pro, and Ceiling Microphone Pro. Organizations can create immersive workspaces quickly, building collaborative, engaging hybrid work environments more easily.
Sustainable design in collaboration
Cisco’s new Room Bar Pro with stereoscopic vision.
Jason Perlow/ZDNET
To illustrate Cisco’s hardware design evolution and sustainable approach, the company has taken direct inspiration from Apple’s streamlined design principles, even incorporating expertise from former Apple designers into its current team. These designers have brought a minimalist, user-centric perspective, focusing on multifunctionality, intuitive interfaces, and eco-friendly materials.
Products like the Room Bar Pro are designed with modular components to reduce waste and allow for future updates, reflecting Apple’s philosophy of creating “forever” hardware focusing on longevity. Anurag Dhingra, Cisco’s SVP of customer experience, emphasized the synergy of blending hardware and software: “When you design hardware and software together, you can create interactions that bridge distances and turn workplaces into smart spaces.
Through this design ethos, Cisco delivers high-performance devices and adheres to eco-conscious practices, embodying function and form. This holistic approach to hardware minimizes environmental impact, aligning with Cisco’s broader sustainability goals and commitment to producing forward-thinking, modern workplace solutions that meet the demands of today’s hybrid environments.
Leadership perspectives on responsible AI and XR innovation
The thought leadership sessions during the keynotes at WebexOne included insights from Apple’s Mike Rockwell and Scale AI’s CEO Alex Wang, who stressed the importance of ethical and responsible innovation in AI and XR.
Mike Rockwell, Apple’s VP of AR/VR engineering, reflected on the emotional power of XR technology:
“Spatial imagery has a profound impact on you emotionally. It connects you in a way that just doesn’t happen when you look at a flat 2D screen.”
Mike Rockwell, Apple’s VP of AR/VR engineering, onstage at WebexOne.
Jason Perlow/ZDNET
Alex Wang echoed the importance of ethical considerations, emphasizing:
“Data is gold; it will differentiate and power the next generation of powerful AI capabilities… We must be thoughtful about its impact and regulatory considerations.”
Cisco’s VP of Devices, Snorre Kasbo, added:
“We’re committed to building an open ecosystem… It’s about a combination of hardware and software that works seamlessly together.”
These discussions highlighted Cisco’s dedication to ethical innovation and a commitment to quality across its entire technology stack.
A transformed brand for immersive collaboration
The WebexOne event emphasized how Cisco’s Webex has evolved from a basic video conferencing tool into an advanced platform for intelligent, immersive collaboration. Cisco’s strategic partnerships with Nvidia and Apple demonstrate its commitment to leading the industry in AI and XR, showcasing a clear vision for the future of hybrid work.
Cisco envisions the future of collaboration as a seamlessly connected experience that enables people to work together effortlessly, wherever they are. Through sustainable design, responsible innovation, and leading-edge AI and XR technology, Cisco is setting the standard for intelligent collaboration in the modern workplace.