- COURSE
Cisco Webex AI Expert (CWAIE)
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Certification:
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Continuing Education Credits:
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Ready to take your Webex Contact Center expertise to the next level? The Cisco Webex AI Expert (CWAIE) course is your gateway to building powerful AI Assistants and AI Agents that transform customer experiences.
Designed for professionals who already hold the Cisco Webex Contact Center Expert Certificate (or have similar experience), this 3-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.
Only available from Sunset Learning, the CWAIE course is led by expert instructors who deliver live instruction, engaging content, guided labs, and recordings to review later. When we're done you'll have a portfolio of AI bots, the skills to make them deliver, a clear understanding of AI in the contact centre, and once you've passed the exam, the prestigious Cisco Webex AI Expert Certificate.
Let’s do this!
Seats are filling fast. Choose your time zone, date and register to book your place. Want to train your whole team? Contact us for private session options. The future of customer experience is AI-powered – start building your expertise today.
Why you should attend this course: CWAIE and the associated exam is a Cisco requirement for those Webex Contact Centre Specialized partners who intend to sell, implement and support Webex AI Agent & AI Assistant
Pre-requisites: Attendees should have completed our Webex Contact Center Expert (CWCCE) course or have equivalent experience, with a solid understanding of Webex Contact Centre voice and digital channels. If you haven’t completed CWCCE training, you can book it here.
Exam: The CWAIE fee includes the Webex AI Agent Expert Exam which you can schedule once you have completed the course.
Upcoming Class Dates and Times
All Sunset Learning courses are guaranteed to run
Course Outline and Details
Prerequisites
Attendees should have completed our Webex Contact Center Expert (CWCCE) course or have equivalent experience, with a solid understanding of Webex Contact Centre voice and digital channels. If you haven’t completed CWCCE training, you can book it here.
Target Audience
Reseller partners who want to implement and support AI Agent and AI Assistant.
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) using Webex Connect and Webex Contact Center. 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.
Course Outline
Module 1: Introduction to AI Agent and AI Assistant
- Learning Objectives:
- The value of AI Assistant & Agent
- Discovery of Customer needs
- Familiarization with AI Assistant Bundles, Units, Value Propositions, ROI Calculators, and Features
- Familiarization with the AI Agent Bundles, Units, Value Propositions, ROI Calculator,s and Features
- AI Assistant Use Cases
- AI Agent Use Cases
- Understanding AI Assistant
- AI Assistant Overview
- Feature Overview
- Sizing an AI Assistant deployment
- Bundles
- Units
- Licensing Examples
- ROI Calculators
- Understanding AI Agent
- AI Agent Overview
- Feature Overview
- Sizing an AI Agent deployment
- Bundles
- Units
- Licensing Examples
- ROI Calculators
- The Partner Journey
- Overview of the Partner Journey
- Understanding and Articulating the Value Proposition
- Discovery Phase
- Proof of Concept
- Proof of Value using KPI
- Hands-on Exercise
- Discovery 1-1: Based on a scenario, calculate and recommend the number of bundles to purchase for AI Assistant and AI Agent.
Module 2: AI Agent
- Learning Objectives:
- Understand core concepts: Agents, Knowledge Base (KB), Analytics
- Import & interact with a pre-built AI agent
- Comparing Scripted vs Autonomous
- When to use Scripted vs. Autonomous
- Use cases for scripted
- Use cases for Autonomous
- AI Agent Studio
- Requirements and Navigation
- Utilizing the interface
- Demo: AI Agent
- Scripted
- Autonomous
- Understanding and Configuring a Knowledge Base
- Knowledge Base overview
- Analytics & Usage Reports
- Overview of performance metrics and interaction history
- Activity: Explore usage dashboard and identify insights
- Hands-on Exercise
- Discovery 2-1: AI Agent Studio
- Discovery 2-2: Learner’s preview and test a prebuilt agent in the interface
- Discovery 2-3: Add new Knowledge Base articles (structured vs unstructured)
- Discovery 2-4: Explore usage dashboard and identify insights
Module 3 (Scripted AI Agent): Building a Scripted AI Agent
- Learning Objectives:
- Design voice + chat interactions using scripted logic
- Configure intents, entities, fulfillment, and event-based handoff
- Scripted Agent Overview
- No need for intent/entity training
- More natural interactions
- LLMs, ASR, TTS, dialog orchestration
- Understanding Entities and Intents
- Storing Data in Entities
- Static and LLM-generated utterances
- Integrating with a Webex Contact Center Voice Flow
- Connect agent to a simple Webex Contact Center voice flow
- Passing data from AI Agent to a Fulfillment Flow
- Add a Custom Event to hand off to a Webex Contact Center Flow
- Use the captured entity in the handoff
- Common enhancements
- Generate OTP and validate with user
- Send communication via Email/SMS
- Hands-on Exercise
- Discovery 3-1: Build a simple Scripted AI Agent and integrate with a voice flow
- Discovery 3-2: Collect data from the customer and perform an API call to create dynamic messages
- Discovery 3-3: Chat enable the previous logic
- Discovery 3-4: Add OTP to validate the customer
- Discovery 3-5: Send an email notification/receipt
Module 4 (Autonomous AI Agent): Autonomous AI Agent Design
- Learning Objectives:
- Create and test LLM-based agents
- Use KB for zero-shot understanding
- Compare scripted vs autonomous agent development
- Autonomous Agent Overview
- No need for intent/entity training
- More natural interactions
- 15-min primer: LLMs, ASR, TTS, dialog orchestration
- 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 Simple Autonomous AI Agent
- Discovery 4-2: Connect to the previously configure Knowledge base
- Discovery 4-3: Extend to the Chat Channel
- Discovery 4-4: Configure Fulfillment via Webex Connect (send an email)
- Discovery 4-5: Handoff from one AI Agent to another
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: Explore AI Assistant features in Webex Contact Center
Assessment & Wrap-Up
- Certification Process Overview
- Resource handouts: Playbooks, sample flows, KB templates