Zoom Communications, introduced Zoom Virtual Agent 2.0, the next evolution of the company’s self-service virtual agent. 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 minimizing the need for agent escalation. These advanced capabilities transform routine support interactions into exceptional customer experiences.”
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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. In 2025, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions, driving the acceleration of intelligent automation adoption.
SOURCE: GlobeNewswire