Virtual Agent Contact Center CX

Meet Zoom Virtual Agent

Zoom Virtual Agent is an intelligent conversational AI chatbot that accurately and instantly resolves issues.
6 min read

Updated on June 06, 2023

Published on January 24, 2023

Hello! 👋 I'm your virtual agent! How can I help you today?

We’re excited to introduce Zoom Virtual Agent, an intelligent conversational AI and chatbot solution that will transform the way businesses assist their customers and employees. With Zoom Virtual Agent, organizations can deliver better, faster web and mobile support, helping leaders meet their customers’ ever-increasing expectations for outstanding service in a highly cost-effective way.

Businesses want to connect and communicate with their customers at scale more efficiently while simultaneously delivering highly personalized experiences. To meet these often conflicting goals, many are turning to automated support and intelligent self-service powered by AI and machine learning.

“The tools and approaches for delivering conversational intelligence applications continue to improve, making it even easier for brands to deliver cost-effective self-service solutions that provide real value to their customers, while significantly reducing the cost of service,” said Max Ball, principal industry analyst at Forrester.

Enter Zoom Virtual Agent. It’s the latest in our ongoing efforts to help you provide better, faster, and more accurate support, a complement to our omnichannel contact center.

Zoom Virtual Agent is an intelligent conversational AI and chatbot solution that provides automated support.

What is Zoom Virtual Agent?

Zoom Virtual Agent is an intelligent conversational AI and chatbot solution that uses natural language processing and machine learning to accurately understand and instantly resolve issues for customers. Zoom Virtual Agent works around the clock on multiple support channels to deliver fast, personalized customer experiences, reduce call volumes and handle times for human agents, and drive significant cost savings for organizations. 

Unlike many chatbots on the market that require extensive coding, Zoom Virtual Agent uses proprietary AI and machine learning technology to accurately interpret what customers or employees are asking, even if they use everyday language. With this extra level of intelligence, our virtual agent requires less maintenance and has a lower total cost of ownership (TCO) than traditional, “rules-based” chatbots — and it delivers a better user experience. 

“Every leader I speak to is seeking dual outcomes from their CX technology: superior omnichannel resolutions for their customers and an improved bottom line,” said Mahesh Ram, head of digital customer experience at Zoom and formerly the founding CEO of Solvvy, the conversational AI company acquired by Zoom in 2022. “Imagine being able to deliver fast, accurate resolutions in 50% or more of your self-service interactions just weeks after launching. Solvvy delivered these types of outcomes for many leading brands.”

“We’ve always enjoyed working with Mahesh and team, who helped us level up our support with self-service rates that exceeded our expectations,” said Marissa Morley, CX tools specialist at SeatGeek, the leading mobile ticketing platform. “We’re excited to see what that same team has done with the new Zoom Virtual Agent.”

Zoom Virtual Agent integrates seamlessly with various CRM, chat, and contact center platforms. It shines as part of Zoom Contact Center, our video-optimized CCaaS platform that helps businesses deliver prompt, accurate, and highly personalized customer experiences.

Customers can get help on any device with this chatbot.

How Zoom Virtual Agent delivers exceptional customer experiences 

With more than half of consumers saying they’ll leave a brand after just one or two negative support experiences, it’s more important than ever to deliver the experiences they expect.

“Great CX is a table-stakes consumer expectation today. It doesn’t matter whether someone is hunched over a mobile device in the middle of the night or messaging a brand about an order on their lunch break,” said Mahesh Ram. “Zoom Virtual Agent exists precisely for this era of high customer expectations and limited business resources. Finally, high-quality customer experiences that are ‘always-on,’ accurate, cost-effective, and don’t require expensive development resources are here.”

From accurately understanding your customers’ true intent to intelligently routing that customer to the right contact center agent when needed, Zoom Virtual Agent delivers the kind of personalized experiences that create higher CSAT scores and brand loyalty. 

Deliver faster and more accurate resolutions

Zoom Virtual Agent automatically crawls and learns from your knowledge bases and FAQs to deliver accurate answers immediately. Low-code setup doesn’t require you to come up with teams of engineering resources to get started or maintain our solution.

The difference is our proprietary NLP technology, which interprets conversational language and end-user intents so you don’t have to rely entirely on specific keywords like many traditional chatbots. And you can build your own unique, custom intents instantly.

Personalize experiences for your customers with drag-and-drop workflows.

Personalized experiences go beyond self-service

Zoom Virtual Agent helps you deliver consistently excellent service across various channels — web, mobile, and social — so you can meet your customers where they are, 24/7.

Create customized flows and messages for unique segments based on their profile or data attributes. When needed, Zoom Virtual Agent guides your customers to the correct channel or live agent when needed, with the key details to keep everyone on the same page.

Better insights into the voice of your customer

Zoom Virtual Agent gives you powerful insights into the voice of your customers. Robust analytics allow you to quickly surface insights about everything from product changes to marketing initiatives. What you learn will enable you to make critical changes to improve support operations.

The analytics dashboard also helps you quickly identify gaps and low-performing Knowledge Base content so you can update content and track the results.

The analytics dashboard helps you identify Knowledge Base gaps.

Simplify and streamline operations with a platform you know and trust

As a robust unified communication and collaboration platform, Zoom can help create meaningful connections for your employees and customers. With Zoom Contact Center, you can deliver automated, personalized experiences that include everything from video for high-touch engagements to Zoom’s conversational chatbot solution.

Our solution combines unified communications and contact center capabilities into one simple experience, helping to improve operational efficiency, streamline communications across the organization, and make it easy for contact center agents to reach back-office experts while engaging with a customer.

You can feel secure knowing Zoom’s enterprise-grade security protects your data and supports compliance. As part of the familiar Zoom platform, Zoom Virtual Agent provides an intuitive experience that helps drive faster adoption.

Discover the power of an intelligent conversational AI chatbot

Visit our Zoom Virtual Agent page to learn more about how our AI solution can help you and your support team deliver a better customer experience while streamlining support operations.

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