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Cekura and Cisco partner to elevate AI agent testing and observability for enterprises
About Cisco
Cisco is a global leader in networking and IT solutions, providing innovative technology and services to enhance digital transformation across industries. Its comprehensive portfolio of networking, hardware, software, and security solutions empowers businesses to optimize their operations and drive growth.
What is Webex AI Agent?
Cisco is reimagining customer self-service with the Webex AI Agent, which can answer inquiries and fulfill intents across a wide range of channels – all while delivering personalized, conversational experiences. This human-like interaction is powered by sophisticated automation and orchestration, enabling the design of connected journeys that enhance the user experience.
Webex AI Agent delivers engaging digital and voice interactions that feel as natural and intuitive as speaking to a real person — someone who truly understands your request and effortlessly resolves it. Enterprises can also enjoy flexibility in the way they build AI agents, with a low-code builder that provides the option to create either autonomous agents that use large language models (LLMs), or scripted experiences if the organization is not quite ready to deploy fully autonomous generative AI.
How can Cisco customers use Cekura?
As Cisco's select developer, Cekura provides native integration to Cisco's customers, enabling seamless automated testing and observability across the entire voice and chat AI agent lifecycle.
Webex Contact Center customers building autonomous voice and chat AI agents get the following benefits with Cekura:
Testing
- Scenario Generation: Generate varied test cases from agent descriptions automatically for comprehensive coverage.
- Evaluation Metrics: Track custom and AI-generated metrics. Check for instruction following, tool calls, and conversational metrics (interruptions, latency, etc.).
- Prompt Recommendation: Get actionable insights to improve each of the metrics.
- Custom Personas: Emulate diverse user types with varied accents, background noise, and conversational styles.
- Production Call Simulation: Simulate production calls to ensure all fixes have been incorporated.
Observability
- Conversational Analytics: Provides customer sentiment, interruptions, latency, and call analytics: ringing duration, success rate, call volume trends, etc.
- Instruction Following: Identify instances where agents fail to follow instructions.
- Drop-off Tracking: Analyzes when and why users abandon calls, highlighting areas for improvement.
- Custom Metrics: Define unique metrics for personalized call analysis.
- Alerting: Proactively notifies users of critical issues like latency spikes or missed functions.
Ready to discuss how to deliver reliable AI agents?
Book a call: https://cal.com/kabrasidhant
Email us: sidhant@cekura.ai