Zoom announced today that Zoom Virtual Agent is available globally. The intelligent conversational AI chatbot works on multiple support channels to deliver fast, personalized customer experiences, reduce call volumes to human agents, and drive significant operational efficiencies for businesses, a company spokesperson said.
The technology is built on Zoom’s acquisition of Solvvy in 2022, a company that designs and builds intelligent conversational platform solutions.
Speaking to UC Today, Mahesh Ram, Head of Contact Center, Digital Customer Experience at Zoom said: “Customers demand and expect accurate and immediate answers to their questions across all channels,” he said. “That requires a virtual agent that provides accurate resolutions immediately. And it must also gauge customer intent and seamlessly connect to human agents where appropriate.”
After launching its contact center platform in 2022, the launch continues Zoom’s product announcements in the customer experience space.
The virtual agent integrates with the company’s contact center offering, Zoom Contact Center, plus other leading CRMs, chat platforms and ticketing systems. Zoom Virtual Agent is available globally in English.
Zoom confirmed that it’s a low-code, low-maintenance solution, giving businesses access to virtual tools without a significant investment in software development and training. “We designed it explicitly for non-developer subject matter experts,” Ram said. “Our vision is that anyone in the world should be able to build these compelling customer experiences.”
Customer Demand More – and Faster
When customers reach out with questions, they want meaningful resolutions instantly. Virtual agents can do that. They utilize machine learning algorithms and conversational AI to interact with customers and guide them along a precise, personalized support journey. That can lead to transformational benefits.
Virtual agents automate customer conversations, increasing contact center efficiency, reducing agent strain and improving customer experience.
“Virtual agents assist customers across a spectrum of needs, especially when it requires intent,” said Ram. “It understands a customer’s expression and in cases where self-service is not appropriate, immediately routes them to an agent with context. That’s a crucial capability,” he explained.
Zoom Virtual Agent Never Sleeps
“What is special about Zoom Virtual Agent is that it works 24 hours a day, 365 days a year across multiple support channels,” Ram said. “It’s an immediate, accurate, and personalized customer experience. It gets customers what they need when they need it without having to wait in most cases,” he explained.
The company said Zoom Virtual Agent uses natural language processing and machine learning rather than keyword-based approaches. It can understand a broad range of questions to determine intent, parse through knowledge bases to deliver instant answers or take users on tailored journeys for personalized resolutions.
Engaging with online chatbots can be a frustrating experience, an endless loop of decision trees that don’t capture the question and prevents customers from speaking with a live agent.
When Zoom Virtual Agent detects customer frustration, it routes the customer to a live agent. During the handoff, it provides the agent with a summary of the problem and conversation. There’s no need for the customer to repeat their questions.
Zoom Virtual Agent is available with the Zoom Contact Center solution. It also integrates with alternate contact center solutions, CRMs, and chat platforms. It is available as a standalone purchase or with Zoom Contact Center.
To learn more about Zoom Virtual Agent, click here.
