Zoom intros intelligent virtual agent for better customer support

Zoom has introduced Zoom Virtual Agent, an intelligent conversational AI and chatbot solution that aims to transform the way businesses assist their customers and employees.

With the new solution, organisations can deliver better, faster web and mobile support, to provide better customer support in a highly cost-effective way.

Zoom Virtual Agent uses natural language processing and machine learning to accurately understand and resolve issues for customers. With this extra level of intelligence, the chatbot solution requires less maintenance and has a lower total cost of ownership (TCO) than traditional, “rules-based” chatbots.

“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. 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,” 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.

Part of Zoom Contact Center, Zoom Virtual Agent integrates seamlessly with various CRM, chat and contact centre platforms. It helps businesses to streamline and simplify unified communications and contact centre capabilities into one simple experience.

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