ElevenLabs powers voice for Cisco’s Webex AI Agent

ElevenLabs is now powering the voice technology behind the Webex AI Agent. At ElevenLabs, we believe that natural, expressive voice should be the standard for all AI agents. Expressive voices keep customers engaged throughout conversations, allowing agents to deliver meaningful results and create genuine value. We're proud to partner with an industry leader like Cisco to make this vision a reality, bringing voice-first, agentic customer support to the enterprise.

Addressing a Critical Customer Experience Gap

Recent research from Cisco¹ has revealed major gaps between consumer expectations and reality in today's customer service landscape:

• Only 25% of customers report being "very satisfied" with their last customer service engagement
• 94% have abandoned interactions due to poor experiences
• 95% would switch brands due to sub-par customer service

The three biggest frustrations? Having to repeatedly explain their issue (54%), dealing with voice or chatbots that aren't intelligent enough to help (48%), and being kept on hold too long (31%).

Beyond Traditional Chatbots

Traditional chatbots have often frustrated customers with rigid experiences and an inability to interpret natural language. Webex AI Agent uses large language models (LLMs) to deliver more human-like customer experiences that understand an individual’s needs, remember their history, and adapt to their preferences.

By integrating ElevenLabs' voice technology, Webex AI Agent can deliver voice interactions that sound and feel like conversing with a real person—thanks to the agent’s human-like intonation, inflections and rhythm. What’s more, its voice AI can respond to a customer's emotional cues and adapt its delivery — sounding warm and welcoming when needed, or serious and empathetic when the situation calls for it.

This new partnership addresses the evolving needs of enterprises by combining advanced voice technology with Cisco’s scalable channel support and intuitive design tools — enabling seamless integration with custom knowledge bases and critical backend systems such as CRM, ERP, and HR platforms.

Meet the all-new Webex AI Agent

“At Cisco, we're focused on delivering AI-powered customer experiences that are natural, responsive, and scalable,” says Jay Patel, Senior Vice President and General Manager for Webex Customer Experience Solutions. “Voice plays a critical role in humanizing these interactions, and ElevenLabs' Text to Speech technology has helped us bring greater nuance and clarity to our AI agents. It's a valuable component in our broader strategy to make customer engagement more intuitive and effective. Together, we’re delivering human-sounding AI with enterprise-grade performance, security and scalability.”

“Our mission is to make AI sound more like us - empathetic, dynamic, real,” adds Mati Staniszewski, CEO and Co-founder of ElevenLabs. “By joining forces with Cisco, we’re ensuring that our innovative technology can meet the complex demands of any enterprise environment, by bridging the gap between life-like AI interactions and the enterprise infrastructure required to deliver them at scale.”

We're excited to see how Webex AI Agent transforms customer support operations worldwide and look forward to continuing our collaboration with Cisco on future innovations.

For more information about Webex AI Agent and how it’s helping organizations bridge the AI divide, visit https://www.webex.ai/ai-agent.html

¹ "AI and the Art of Customer Experience", Cisco Webex, May 2024.