Zoom has introduced new AI capabilities for Zoom Virtual Agent to help businesses build, optimise, and personalise customer service experiences at scale.
Zoom has introduced new AI capabilities for Zoom Virtual Agent to help organisations improve customer service, personalise interactions, and optimise AI customer experiences.
The update includes Agent Architect, which enables businesses to create AI agents using simple prompts, and Agent Performance Suite, which helps teams monitor, evaluate, and improve AI agent performance over time.
The new capabilities are designed to help organisations deploy customer service automation faster while maintaining service quality and improving customer outcomes.
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Building Smarter AI-Powered Customer Experiences
“AI has significantly accelerated the CX landscape, and organisations not focused on outcomes fall behind. It’s no longer just about deploying it to drive efficiency, but about having the context to drive personalisation at scale,” said Chris Morrissey, General Manager, Zoom CX.
Agent Architect enables organisations to generate production-ready voice and digital AI agents from simple prompts, automating customer interactions and accelerating deployment. Meanwhile, Agent Performance Suite provides tools to test, validate, and optimise AI agents through performance monitoring, quality management, and knowledge base improvements.
Improving Personalisation and Service Quality
Zoom has also enhanced its customer context layer, enabling customer information and interaction history to flow across Zoom Virtual Agent, Zoom Contact Centre, and Zoom AI Expert Assist. This helps reduce repetition for customers while supporting more personalised experiences.
In addition, new multi-location deployment capabilities allow organisations to manage AI-powered customer service centrally while tailoring experiences to local business requirements. The company has also introduced an outcome-based pricing model linked to resolved or successfully routed customer interactions.
As organisations continue expanding AI-powered customer service, tools that connect automation, customer context, and performance measurement are becoming increasingly important for delivering more effective and personalised customer experiences.
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