The Zoom team is excited to introduce Zoom Virtual Agent, an intelligent conversation-based chatbot and AI solution that will revolutionize how businesses assist their customers and their employees with the help of AI. By using Zoom Virtual Agent, an organization can provide better and faster support for web and mobile devices, ensuring they meet their customers’ ever-increasing expectations for exemplary service in a very cost-effective manner.

Providing highly personalized experiences to their customers at scale means that businesses need to be able to connect and communicate with them more efficiently. AI and machine learning, as well as automated support and intelligent self-service are among the methods being used by many to achieve these often conflicting goals.

According to Forrester Principal Industry Analyst Max Ball, “the tools and approaches for delivering conversational intelligence applications continue to evolve, so it is easier than ever for brands to provide customer service that is more valuable and less expensive than ever before. Although conversational intelligence applications continue to improve, this does not mean that brands cannot provide their customers with cost-effective self-service solutions.

Take advantage of Zoom Virtual Agent by clicking here. A complement to our omnichannel contact center, this is the latest in a series of initiatives we have been taking to make it easier for you to meet your customer’s needs better, faster, and more accurately.

What is Zoom Virtual Agent?

In order to provide seamless customer service, Zoom Virtual Agent incorporates natural language processing and machine learning in order to give customers the ability to understand and resolve issues correctly and instantly. As a virtual agent working 24 hours a day, 7 days a week across multiple channels, Zoom Virtual Agent delivers fast, personalized support for customers, reducing the call volume and handling times for human agents, and helping business organizations save significant amounts of money.

Zoom Virtual Agent is a unique round-the-clock virtual assistant on the market that uses proprietary artificial intelligence (AI) and machine learning technology to understand what customers and employees have to say, even if they use everyday language, unlike many chatbots on the market that require extensive coding. The extra level of intelligence that our virtual agent has enables us to maintain less equipment, provide a better user experience, and reduce the total costs of ownership (TCO) of our product compared to traditional, rules-based chatbots.

As Mahesh Ram, head of digital customer experience at Zoom and formerly the founding CEO of Solvvy, a conversational AI company acquired in 2022 by Zoom, explained to me, “Every leader I speak with is seeking a double outcome from their customer experience technology: superior omnichannel resolutions for their customers and improved bottom lines.” As a result of your self-service platform, imagine that within weeks of launching you are able to deliver fast, accurate resolutions to 50% or more of your customers. Many leading brands have been able to achieve these types of outcomes with Solvvy.”

The team at SeatGeek, the leading mobile ticketing platform in the world, have always been a pleasure to work with, and Mahesh and his team have helped us enhance our customer service and self-service capabilities to exceed our expectations”, said Marissa Morley, CX tools specialist at SeatGeek. It’s exciting to see what they’ve done with Zoom Virtual Agent, the new product from the same team that created Zoom.”

There is a diverse range of CRM, chat, and contact center platforms that Zoom Virtual Agent is compatible with. Zoom Contact Center is a video-optimized cloud contact center as a service system which enables businesses to deliver prompt, accurate, and highly personalized customer service through our video-optimized CCaaS platform.

How Zoom Virtual Agent delivers exceptional customer experiences 

It is more important than ever to deliver the experiences customers expect when it comes to customer service, especially as more than half of consumers say just one or two negative experiences with customer service will result in them leaving a brand.

Today, consumers have become much more demanding when it comes to their customer service experience. As Mahesh Ram pointed out, it doesn’t matter what time of the night someone is hunched over their mobile device or whether they are messaging a brand during their lunch break about an order. There are a variety of reasons why Zoom Virtual Agent exists in today’s era of high customer expectations and limited resources available to businesses. The time has finally come when high-quality customer experiences are always available, accurate, cost-effective, and there is no need to rely on expensive development resources to build them.”

With Zoom Virtual Agent, you can deliver the kind of personalized experience that creates higher customer satisfaction scores and brand loyalty by accurately understanding your customers’ true intent and intelligently directing them to the correct contact center agent when needed.

Deliver faster and more accurate resolutions

Using Zoom Virtual Agent, you can provide accurate answers to your customers quickly and automatically by crawling your knowledge bases and FAQs. The low-code setup of our solution does not require you to create teams of engineering resources to install it and maintain it. You can start using it straight away.

We are able to make this possible because of our proprietary Natural Language Processing technology; it interprets conversations and end-user intents, which allows you to stop relying solely on keywords, as many traditional chatbots do. Furthermore, you are able to create your own unique, custom intents in an instant.

Personalized experiences go beyond self-service

Using Zoom Virtual Agent, you can be sure that you’re consistently delivering excellent service to your customers across various channels – mobile, web, and social – so that they can reach you 24/7, wherever they are.

You can create customized messages and flows based on the profile and data attributes of unique segments that you have in your database. The Zoom Virtual Agent guides your customers with the key details to keep everyone on the same page when they need it and guides them to the correct channel or live agent when necessary.

Better insights into the voice of your customer

You can get powerful insights into your customers’ voices by using Zoom Virtual Agent, a real-time customer service tool. It is crucial that you find out about product changes as soon as possible so that you can make informed decisions about marketing initiatives as soon as possible. In order to improve support operations, you will be able to make significant changes based on the learning you obtain.

In addition to helping you identify gaps and low-performing Knowledge Base content quickly, the analytics dashboard permits you to update the content as well as track the results of the improvements.

Simplify and streamline operations with a platform you know and trust

By providing an all-in-one platform for unified communication and collaboration, Zoom can enable your employees and customers to make meaningful connections with one another. You can deliver automated, personalized experiences with Zoom Contact Center by making use of both video and Zoom’s conversational chatbot solutions which offer high-touch engagements with your customers.

With our solution, you’ll have access to unified communication and contact center capabilities in a simple, seamless manner, enhancing operational efficiency, streamlining communications across the organization, and making it easy for contact center agents to connect with back-office experts during their interactions with customers.

The enterprise-grade security provided by Zoom ensures your data is protected, and it supports compliance requirements. Its intuitive interface, which comes as a part of Zoom’s familiar platform, helps to make Zoom Virtual Agent one of the fastest adoption tools on the market.

FAQs

Zoom Virtual Agent is a conversational artificial intelligence (AI) and chatbot system that works around the clock on numerous customer care channels to provide customers with quick and personalized service, minimize the number of calls that need to be sent to human agents, and significantly improve operational efficiencies.