AI that connects conversations, and the people behind them

Every CX leader knows the cost of broken context: when a customer has to start over because one system doesn't talk to another. It's the moment when a chat ends, a call begins, and the story resets. That's friction, and it's what the next generation of virtual agents are built to eliminate. Out with the AI chatbots and AI voice agents of old and in with new, smarter self-service solutions.

 

But the real breakthrough isn’t just speed or automation. It’s connection. It's helping customers feel heard, understood, and supported from the first word to the final resolution.

 

Today, intelligent automation isn't just about faster responses. It's about continuity: connecting every conversation, every channel, and every signal so customers feel understood from the first word to the final resolution.

According to Frost & Sullivan, 79% of contact centers plan to upgrade or replace their AI voice and chat agents by 2027, underscoring how intelligent self‑service has become a strategic priority rather than a cost‑saving measure.

 

Zoom Virtual Agent (ZVA) brings that connection to life. It combines the intelligence of AI chatbots and AI voice agents with the empathy of human‑centered design, bridging channels, learning continuously, and even anticipating customer needs before they arise.

For years, automation has been built around containment: keeping customers in a single channel and measuring success by how many interactions never reached a human. But customers don't think in channels. They think in outcomes.

 

Zoom Virtual Agent is designed for that reality. Whether a customer starts in chat, switches to voice, or submits a form, the context carries on to the next touchpoint. The conversation doesn't restart: it continues. And that connected flow is powered by five key advances in AI intelligence: multimodal understanding, continuous learning, proactive engagement, improved transparency and trust, and agentic AI.

 

Most AI chatbots and AI chat agents can only process text or voice. Zoom Virtual Agent's multimodal large language model (LLM) goes further: it can interpret and act on customer-submitted documents, images, and structured identifiers such as serial numbers or forms.

 

Imagine a customer uploading a screenshot or a product photo with serial numbers. Instead of asking them to retype details, the virtual agent extracts the relevant data, verifies eligibility, and initiates the right workflow.

 

This capability automates service scenarios that once required manual review: reducing customer effort, shortening resolution time, and freeing agents to focus on the human moments that matter most. It's AI that doesn't just read; it interprets and understands.

 

Even the best AI chatbots can't anticipate every scenario. That's why Zoom Virtual Agent is built to learn from experience.

 

When integrated with Zoom Contact Center, ZVA creates a structured feedback loop between automation and human expertise. When an interaction escalates and a human agent resolves it successfully, the system captures that resolution path and drafts a knowledge article based on the steps taken. After review and approval, that knowledge becomes part of the virtual agent's playbook: ready to resolve similar issues in the future. It doesn't just rinse and repeat, it rinses, refines, and repeats.

 

This creates a structured feedback loop where automation improves with every interaction. Over time, this continuous learning process reduces repeat contacts so customers get consistent, accurate answers powered by real human expertise. Every solved issue strengthens the system.

 

Blair Pleasant, President and Principal Analyst at COMMfusion, noted that Zoom Virtual Agent “continues to expand how it simplifies customer interactions with new agentic capabilities for multi‑step workflows, multimodal capabilities, and outbound engagement.” She also emphasized that its transparency and knowledge‑feedback loop help businesses deploy automation with greater trust and confidence.

 

The most powerful customer experiences don't start with a complaint: they start with unexpected moments of delight.

 

Zoom Virtual Agent replaces reactive troubleshooting with proactive care, delivering "moments of delight" before a need even arises. By automating high-touch touchpoints like meeting or prescription reminders, the AI evolves from a basic responder into an intuitive assistant that keeps the customer journey on track.

 

Strategic outbound engagement transforms AI into an empathetic partner that builds lasting brand equity. By anticipating needs in real-time, service shifts from a traditional cost center into a powerful relationship driver that consistently stays one step ahead of customers' needs.

 

As Jeff Harling, Head of Digital customer experience at Zoom says about Zoom's own use of Zoom Virtual Agent:

 

"We wanted to move from reacting to resolving. From waiting for problems to anticipating them. That shift changed everything about how we think about customer experience."

 

The results say it all with a 25 point increase in CSAT from 55% to 80% and 76% containment rate and 1,000+ agent hours saved per month on billing issues alone with Zoom Virtual Agent Voice alone.

As automation handles more complex workflows, visibility becomes essential. Zoom Virtual Agent’s agent tracing feature allows administrators to review every step of an automated interaction, enabling accuracy, compliance, and accountability.

 

This transparency gives CX leaders the confidence to expand automation into higher‑value scenarios while maintaining quality and control. It’s AI that operates responsibly, with human oversight built in.

Powered by the advanced intelligence of the AI Companion 3.0 engine, Zoom Virtual Agent goes beyond simple intent matching to handle complex, multi-step processes across different business systems. It can move effortlessly from a web chat to a secure mobile transaction, completing entire workflows without losing context.

 

Its agentic design allows ZVA to manage nuanced conversations and carry them through to real outcomes while adhering to strict enterprise grade security and privacy standards. Through deep integrations with identity verification and payment partners, it can securely complete the 'last mile' of a customer journey, whether that means processing a return, scheduling a delivery, or finalizing a purchase. 

In doing so, Zoom Virtual Agent evolves from a cost-saving deflection tool into a trusted Resolution Engine, one that drives measurable business results while giving customers a faster, more confident path to completion.

 

Jon Arnold, CX Analyst and Thought Leader, highlighted this in his takeaways from Enterprise Connect 2026, noting that in a Zoom Virtual Agent live demo: “It was very conversational, and all told, it was handled end‑to‑end by ZVA.” His takeaway underscored how far virtual agents have come in delivering natural, human‑like interactions that still achieve full resolution.

• AI that understands context: Multimodal intelligence reduces effort while keeping interactions personal. Zoom Virtual Agent interprets text, voice, and visuals to resolve complex issues faster.
• Automation that learns: Continuous improvement through human‑in‑the‑loop knowledge creation ensures smarter resolutions over time.
• Proactive service: Outbound engagement helps prevent issues before they become inbound requests.
• Built‑in transparency: Agent tracing and governance tools give leaders visibility and control as automation scales.
• Agentic enterprise workflows: Seamlessly connects systems like CRM, billing, and order management so multi‑step tasks run automatically from start to finish. With built‑in visibility and oversight, CX leaders can see every step, stay in control, and trust that work is completed accurately and securely.