CX Today Agents, Supervisors, & Managers: How Is AI Impacting Key Contact Center Roles? - CX Today News
7 snips
Oct 21, 2025 
In this conversation, Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, delves into the transformative impact of AI on contact center roles. He highlights how AI enhances agent workflows with pre-call summaries and automation. For supervisors, real-time coaching and dashboards improve performance monitoring. Managers leverage topic analytics and sentiment analysis for better decision-making. Jay also discusses the rise of virtual agents, which offers customers proactive service experiences. This is a must-listen for anyone in customer service!
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AI Saves Agents Hours Weekly
- Jay Patel describes AI moving from concept to practical agent use cases that save time across pre-, during-, and post-call work.
- He estimates agents can reclaim roughly four to five hours weekly through AI summaries, suggested responses, and CRM auto-fill.
Implement Suggested Responses And Auto-Summaries
- Use real-time suggested responses to coach agents during calls and improve first-contact resolution.
- Automate post-call summaries so agents can quickly edit and push notes into CRM rather than writing them from scratch.
Supervisors Get Real-Time Call Visibility
- Supervisors gain visibility by transcribing every call and surfacing emergency words or negative interactions in dashboards.
- That visibility enables targeted real-time coaching and wellbeing interventions for stressed agents.