Zoom is building on its chatbot and virtual agent solution by partnering with AI firm Anthropic to boost Zoom’s “federated approach” to AI by integrating Anthropic’s AI assistant Claude into the Zoom platform.
Zoom is first launching this Claude AI chatbot integration with Zoom Contact Center, but has plans to bring it throughout the entire platform, including Chat, Meetings, Phone, Whiteboard and Zoom IQ.
According to Zoom, the videoconferencing and collaboration giant has a “federated approach” to AI that leverages its own proprietary AI models along with those from leading AI companies–such as Anthropic–and select customers’ models.
Zoom says this gives the company the flexibility to incorporate multiple types of models to provide the most value for customers’ diverse needs and allow them to be customized to perform better for a customer based on their specific needs.
According to Zoom, it plans to incorporate Claude and Anthropic AI throughout its Zoom Contact Center suite of tools, which includes Zoom Virtual Agent, Zoom Contact Center and Zoom Workforce Management.
The intended result is to elevate the quality of customer experiences through better self-service and the ability to accurately understand customer intent. Zoom says the AI-enabled suite of contact center solutions will help guide customers to the best resolutions and surface insights that managers can use to coach agents and improve productivity.
Zoom also plans to use Claude and other AI tools to provide the right resources to contact center agents to help improve customer service.
The San Jose, Calif.-based firm says the integrations come with an investment into Anthropic and Claude for an undisclosed amount.
Notably, Anthropic is also backed by a sizable investment from Google, with the news of the relationship coming in February as Microsoft began heavily investing in ChatGPT creator OpenAI and integrating the AI firm’s large language models into its own products and with the goal of integrating AI assistants and other tools across the Microsoft 365 suite.
In a statement, Smita Hashim, Zoom’s chief product officer, calls Anthropic’s Constitutional AI model “primed to provide safe and responsible integrations” for Zoom’s next-generation innovations.
“With Claude guiding agents toward trustworthy resolutions and powering self-service for end-users, companies will be able to take customer relationships to another level,” Hasim said. “Partnering with Anthropic also furthers our commitment to providing customers with our federated approach to AI, optimized to deliver outstanding customer experience outcomes. Additionally, with our investment, we are advancing leading-edge companies like Anthropic and helping to drive innovation in the Zoom ecosystem and beyond.”
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