- Zoom (ZM, Financial) introduces Virtual Agent 2.0, an AI-powered upgrade for autonomous customer support.
- The system integrates seamlessly with Salesforce, Microsoft Dynamics, and other major platforms.
- 85% of customer service leaders plan to explore conversational AI solutions by 2025.
Zoom Communications, Inc. (ZM) has launched Virtual Agent 2.0, a cutting-edge AI-powered customer service solution designed to enhance their self-service platform. This significant upgrade utilizes agentic AI to autonomously manage complex tasks across both chat and voice channels, offering high-definition neural voices and advanced reasoning capabilities.
Unlike traditional chatbots, the upgraded Virtual Agent 2.0 independently handles processes such as returns, account updates, and appointment bookings without requiring human intervention. This development is part of the broader industry trend toward conversational generative AI solutions, anticipated to be explored by 85% of customer service leaders by 2025.
The Virtual Agent 2.0 seamlessly integrates with Zoom Contact Center and other major platforms, including Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud. This strategic move aims to boost operational efficiency, enhance customer experience metrics, and reduce costs, allowing human agents to focus on higher-value interactions.
This launch represents a strategic expansion for Zoom, positioning the company competitively in the enterprise AI space and broadening its offerings beyond core video conferencing. It aligns with the increasing enterprise demand for automation and supports Zoom's mission to provide an AI-first work platform focused on human connection.
