The upgraded Zoom Virtual Agent can now autonomously complete complex tasks like processing returns, updating accounts, or booking appointments.
Zoom Communications, Inc. has introduced Zoom Virtual Agent 2.0. Now powered by agentic AI, Zoom Virtual Agent delivers smarter, autonomous self-service experiences across chat and voice channels.
“With the next generation of Zoom Virtual Agent, we’re ushering in a new era of intelligent, proactive customer support, taking customers from frustration to building true connections with brands,” said Chris Morrissey, General Manager of Zoom CX.
“Through the agentic AI skills built into its core, Zoom Virtual Agent doesn’t just respond — it takes action on behalf of customers, managing complex inquiries with HD-quality neural voices, significantly minimising the need for agent escalation. These advanced capabilities transform routine support interactions into exceptional CXs.”
Unlike traditional chatbots, the upgraded Zoom Virtual Agent can now autonomously complete complex tasks like processing returns, updating accounts, or booking appointments. With advanced reasoning, memory, and context-aware conversations, it delivers seamless, brand-aligned interactions without requiring human intervention.
The upgraded Zoom Virtual Agent is built to meet the rising demand for fast, accurate, and seamless self-service across channels.
The new Zoom Virtual Agent can help deliver premium customer service experiences while driving efficiency in CX organisations by combining natural, fluid, and highly scalable automation with proactive reasoning to autonomously solve complex, end-to-end customer scenarios.
Built to meet rising customer expectations and the demand for scalable, intelligent automation, Zoom Virtual Agent integrates natively with Zoom Contact Centre and leading platforms like Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud.
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