Virtual agent solutions for
faster service and smarter
growth

Virtual agents are advanced conversational AI systems powered by natural language processing (NLP) and machine learning that can understand customer intent, maintain context across interactions, and autonomously handle tasks. Unlike simple scripted chatbots, virtual agents use a sophisticated agentic AI framework to reason, adapt, and take action — delivering personalized, context-aware experiences across voice and digital channels. They can independently resolve customer requests, from answering questions to completing complex transactions like processing returns, booking appointments, and updating account information.

AI virtual agents can significantly improve customer service efficiency by providing 24/7 availability, fast responses, and the ability to handle multiple inquiries simultaneously. They reduce operational costs by automating routine tasks, freeing human agents to focus on complex issues that require empathy and critical thinking. AI virtual agents deliver faster resolution times through their access to knowledge bases and systems, while enabling consistent service quality across interactions.

Zoom's AI virtual agent software enhances efficiency by:

• Delivering end-to-end resolutions for complex requests without human intervention, using agentic AI that understands intent, manages tasks, and completes actions autonomously.
• Integrating natively with Zoom Contact Center and Zoom Phone for seamless handoffs that maintain conversational context, reducing customer frustration from having to repeat information.
• Providing plug-and-play setup that gets virtual agents running in as little as 30 minutes, accelerating ROI from day one.
• Offering rich analytics and insights that help optimize knowledge bases, improve containment rates, and enable data-driven staffing decisions.
• Scaling effortlessly across voice and chat channels to meet customers on their terms, reducing missed calls and long wait times.

Implementing virtual agent services provides multiple strategic benefits: helps reduce operational costs through automation of repetitive inquiries, supports higher customer satisfaction with 24/7 support, enables scalability without proportional staffing increases, and enhances data collection for better business insights. Virtual agents can also increase employee satisfaction by taking on mundane tasks and allowing staff to focus on meaningful customer interactions.

Zoom's virtual agent services provides these distinct advantages:

• Resolution-first approach: Focuses on actually solving customer issues rather than just deflecting inquiries, delivering personalized, context-aware conversations that help strengthen brand loyalty and trust.
• Connected platform intelligence: Seamlessly integrates with Zoom Contact Center, Zoom Phone, Zoom Quality Management, and major CRMs (Salesforce, Zendesk, Microsoft Dynamics, Genesys Cloud) to connect every step of the customer journey.
• Responsible AI framework: Built on enterprise-grade safeguards, hallucination prevention, and multi-model oversight to enable accurate, compliant, and on-brand responses.
• No-code AI Studio: Enables anyone to design, test, and deploy conversational workflows using natural language prompts, reducing development costs and accelerating time-to-value.
• Vertical expertise: Specialized Language Models (SLMs) deliver superior accuracy in industry-specific contexts, continuously improving with each interaction.
• Measurable ROI: Adopting Zoom Virtual Agent allowed customer Vensure to increase self-service rates from under 30% to trending towards 75% in just two months.

Zoom's virtual agent software is designed for seamless integration with your existing customer support ecosystem through a "connect once, automate everywhere" approach. It integrates natively within the Zoom ecosystem — including Zoom Contact Center, Zoom Phone, and Zoom Quality Management — enabling smooth customer handoffs while maintaining full conversational context.

Zoom Virtual Agent with Zoom Contact Center delivers fully orchestrated, AI-first customer experiences designed to unify communication channels, optimize interactions, and scale with your business. Zoom Virtual Agent uses AI to understand, reason, and resolve customer requests — automating actions, remembering context, and only escalating when it’s truly needed.

For external systems, Zoom Virtual Agent offers straightforward integration with major CRM and ticketing systems including Salesforce, Zendesk, Microsoft Dynamics, Intercom and Kustomer, as well as your knowledge bases and third-party CCaaS solutions like Genesys Cloud, and Amazon Connect. The virtual agent can automatically create and update tickets, perform actions within your existing tools, and access real-time information — all without requiring complex custom development or re-architecting your tech stack.

With routing to Zoom Phone, Zoom Virtual Agent acts as a 24/7 AI concierge, greeting callers naturally, routing to the right team, taking messages, answering questions, and booking appointments. The integration breaks down data silos through sharing between Zoom products, allowing virtual agent conversations to transition seamlessly to live Zoom Phone calls or Zoom meetings with support reps, with context preserved.

Traditional chatbots are rule-based, rigid, and reactive systems limited to predefined scripted flows. They often follow decision trees, struggle with natural language variations, cannot maintain context across sessions, and frustrate customers by failing to understand intent or handle requests outside their narrow programming. They primarily deflect inquiries rather than resolve them.

AI virtual agents like Zoom Virtual Agent represent a fundamental evolution in automation technology. Zoom's AI virtual agents are:

• Dynamic and adaptive: Use natural language processing and machine learning to understand intent, remember details, and adjust responses based on customer needs in real time.
• Agentic and action-oriented: Go beyond answering questions to automatically complete complex tasks like processing returns, updating accounts, booking appointments, and managing workflows end to end.
• Context-aware: Maintain conversation history across interactions and channels, providing personalized experiences that feel natural and human.
• Proactive: Can anticipate customer needs, take initiative, and execute tasks independently rather than simply reacting to keywords.
• Continuously improving: Learn and evolve with each interaction through specialized language models that deepen vertical expertise over time.
• Omnichannel: Operate seamlessly across voice, chat, and digital channels with consistent intelligence.

The results are higher resolution rates, reduced customer effort, lower operational costs, and smoother customer experiences that build loyalty — making AI virtual agents a strategic asset rather than just a cost-saving tool.