24/7 AI receptionist can interact with customers, gauges their intents, and use that intelligence to offramp the customer.
Zoom has integrated its Virtual Agent with Zoom Phone, helping businesses connect callers directly with the department that can solve their issue.
Zoom customers can unlock a new “24/7 AI receptionist”. That receptionist routes the customer to the best-placed department on the agent’s behalf.
It also interacts with customers, gauges their intents, processes inputs, and uses that intelligence to offramp the customer.
In “processing inputs”, the Zoom Virtual Agent (ZVA) takes helpful information from the customer and passes it to the employee, boosting their troubleshooting process.
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Additionally, departments using Zoom Phone can utilise the Virtual Agent to automate tasks, such as booking appointments and providing customer updates. No longer are these capabilities limited to the contact center; they’re democratised.
Smita Hashim, Chief Product Officer at Zoom, said: “When someone calls your business, it should feel easy and personal from the first hello. By combining AI that can listen, understand, and take action with the reach of Zoom Phone, our concierge virtual agent provides seamless and personalised support to all callers.
Zoom exploits the benefits of serving customers on one unified platform that includes CCaaS, UCaaS, and conversational AI solutions.
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