Course Overview
Take your Webex Contact Center and AI expertise to the next level. Administering Webex AI Assistant & Agent course is your gateway to building powerful AI Assistants and AI Agents that transform customer experiences.
This 4-day course is hands-on, practical, and packed with real-world examples.
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.
Who should attend
- Digital Platform Architects
- Voice System Engineers
- DevOps teams
- Operations managers
- Contact Center solution and training specialists
- Support/Quality teams
- Webex Partner systems engineers
- Anyone with Day-2 responsibilities for Webex Contact Center
Prerequisites
Attendees must have completed Administering Webex Contact Center (AWXCC) course or have equivalent experience, with a solid understanding of Webex Contact Center voice and digital channels.
Course Objectives
By the end of this course, learners will be able to design, configure, and deploy both AI Assistants and AI Agents (Scripted and Autonomous). They will integrate these solutions across voice and digital channels, size deployments using bundles and ROI tools, manage structured and unstructured knowledge bases, and apply best practices for LLM-driven and rule-based conversational design.
Outline: Administering Webex AI Assistant & Agent (AWXAI)
Module 1: Introduction to AI Agent and AI Assistant
Learning Objectives:
- The value of AI Assistant & Agent
- Discovery of Customer needs
- AI Assistant Use Cases
- AI Agent Use Cases
Understanding AI Assistant
- AI Assistant Overview
- Feature Overview
Understanding AI Agent
- AI Agent Overview
- Feature Overview
Hands on Exercise
- Discovery 1-1: Lab Familiarization and Exploration.
Module 2: The AI Agent Studio
Understanding and Configuring a Knowledge Base
- AI Agent Studio interface navigation
- Knowledge Base overview
- Data passing between Flow Designer and AI Agent
- Data passing between Flow Builder and AI Agent
- Usage Dashboard
Hands on Exercise
- Discovery 2-1: Navigating the AI Agent Studio
- Discovery 2-2: The Usage Dashboard
Module 3: Building a Scripted AI Agent
Learning Objectives:
- Design voice + chat interactions using scripted logic
- Configure intents, entities, fulfillment, and event-based handoff
Scripted AI Agent configuration elements
- Intents
- Entities
- Responses
- Custom Events
- AI Engine settings
- Languages
- Handover
- Curation
Troubleshooting Scripted AI Agents
- Preview
- Testing
- Sessions
Hands on Exercise
- Discovery 3-1: Building a Scripted AI Agent and Voice Flows
- Discovery 3-2: Enabling Scripted AI Agent for the Chat Digital Channels
- Discovery 3-3: Building Analyzer reports for AI Agent
Module 4: Autonomous AI Agent Design
Learning Objectives:
- Create and test LLM-based agents
- Creating and Using Knowledge Bases
Autonomous Agent Overview
- No need for intent/entity training
- More natural interactions
- Configuring Goals, Introduction and Instructions
- Actions for Fulfillment in Voice and Digital interactions
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 Knowledge Base and an Autonomous AI Agent
- Discovery 4-2: Working with Autonomous AI Agent and Flow Builder
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: AI Assistant for Webex Contact Center