As AI chatbots take center stage due to ChatGPT, Zoom is releasing Zoom Virtual Agent, a new intelligent conversational AI and chatbot solution designed to instantly resolve issues for customers.
The videoconferencing and collaboration giant wants Zoom Virtual Agent to transform the way businesses assist their customers and employees, helping them to deliver faster web and mobile support to meet increasing service expectations.
According to Zoom, the new conversational AI chatbot uses natural language processing and machine learning to accurately understand and resolve issues for customers. Zoom Virtual Agent works around the clock on multiple support channels to deliver quick, personalized experiences. The goal is to reduce call volumes and handle times for human agents and drive significant cost savings for organizations.
The company says Zoom Virtual Agent uses proprietary AI and machine learning technology to interpret what customers or employees are asking, making the chatbot less expensive to maintain than traditional rules-based chatbots.
Zoom’s new conversational AI chatbot also integrates with various CRM, chat and contact center platforms, and is now part of Zoom Contact Center.
According to Zoom, Zoom Virtual Agent can accurately understand customers’ true intent and intelligently route customers to the right contact center agent. The tool automatically crawls and learns from knowledge bases, FAQs and support ticket history to help deliver accurate answers.
The company says a low-code setup doesn’t require organizations to come up with teams of engineering resources to get started. Zoom’s proprietary NLP technology interprets conversational language and end-user intents, reducing the reliance on specific keywords like other chatbots.
Organizations can build their own unique, custom intents instantly, according to Zoom.
Zoom Virtual agent can deliver service across web, mobile and social to meet customers where they are, and organizations can create customized flows and messages for unique segments based on their profile or data attributes. In addition, the solution provides analytics so organizations can quickly surface data-drive insights.
Mahesh Ram, head of digital customer experience and Zoom and the former CEO of Solvvy, the conversational AI company acquired by Zoom last year, says business technology leaders want two outcomes from their customer experience technology: better omnichannel resolutions or customers and an improved bottom line.
Now, great customer experiences are table-stakes for consumer relations, Ram says.
“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,” says 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.”