Zoom announced a significant leap forward in customer engagement with the expansion of its Zoom Customer Experience (ZCX) platform, introducing cutting-edge agentic AI technology across its next-generation contact center solutions. This includes a major upgrade to the Zoom Virtual Agent, alongside powerful new AI-driven tools for real-time analytics and Quality Management (QM) – all designed to help businesses elevate customer service while reducing operational complexity and cost.
“Agentic AI is unlocking advanced intelligent self-service capabilities, and Zoom CX customers can now harness this technology,” said Smita Hashim, chief product officer at Zoom. “Through our agentic Virtual Agent and effortless AI agent creation with Zoom AI Studio, we aim to empower businesses with AI that proactively takes action on behalf of customers, making it simpler than ever for businesses to deploy scalable, high-quality support solutions.”
At the heart of this innovation is the next evolution of the Zoom Virtual Agent, now enhanced with agentic AI. This next-gen virtual assistant moves beyond traditional scripted responses to deliver intelligent, autonomous problem-solving. With advanced natural language understanding and reasoning capabilities, it provides real-time, end-to-end resolutions to complex customer queries – across both chat and voice channels.
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The upgraded Zoom Virtual Agent meets the increasing demand for seamless, self-service experiences that are fast, accurate, and scalable. As organizations look to future-proof their support strategies, this enhancement arrives at a critical time: 85% of customer service leaders are expected to explore or pilot customer-facing conversational generative AI in 2025.
Built natively within the broader Zoom ecosystem, Zoom Virtual Agent ensures frictionless integration with Zoom Contact Center, enabling smooth, context-aware transitions from virtual to live agents. This unified platform allows businesses to deliver personalized, responsive service while simplifying backend workflows and maintaining consistent customer experiences.