Built on the Zoom CX platform, our AI virtual agent understands customer intent, manages complex requests, and completes tasks to deliver fast, frictionless resolutions.
Uses real-time natural language understanding to have fluid conversations with callers — remembering details and adapting to needs to find the right resolution.
Customize your virtual agent with high-quality, professional-sounding neural voices — no extra integrations or coding required.
Connect with customers around the globe using a robust and growing list of supported languages — without extra setup or integrations.
Access detailed reports on cost savings, containment rates, engagement duration, and usage of skills and tools.
Orchestrate customer interactions across every channel — phone, video, email, chat, SMS, and social media. Zoom Contact Center powers your CX ecosystem — transforming customer communications into an exceptional experiences.
Deliver fast, AI-first support — 24/7. Automate FAQs, guide customers, and seamlessly escalate complex issues to live agents, all within Zoom Virtual Agent. Faster answers, happier customers, and less work for your team.
Empower your agents with real-time customer insights during interactions. AI Expert Assist delivers the information and guidance they need — across voice, chat, and video — so they can resolve issues faster and improve customer satisfaction.
Gain visibility into team performance and eliminate scheduling guesswork. Workforce Engagement Management uses AI to take control of scheduling — so your contact center can deliver exceptional CX with the right staffing, right when you need it.
Evaluate your customer service interactions with AI so supervisors can focus on coaching. Quality Management monitors consumer interactions, evaluates agents, provides actionable insights, and identifies key improvement areas.
Backed by independent third-party performance evaluations, learn how Zoom Virtual Agent demonstrates excellence across five key dimensions of AI quality.
We use our own Zoom AI chatbot and experience a 97% self-service rate and a 28% increase in our CSAT scores. Here's how.
Learn how to go from siloed systems to connected experiences with the help of agentic AI.
Find out if your call center is ready for a revamp with our call center upgrade checklist.
Talk with one of our CX experts to come up with a plan that’s right for you.
Virtual agents are advanced conversational AI systems powered by natural language processing (NLP) and machine learning that can understand customer intent, maintain context across interactions, and autonomously handle tasks. Unlike simple scripted chatbots, virtual agents use a sophisticated agentic AI framework to reason, adapt, and take action — delivering personalized, context-aware experiences across voice and digital channels. They can independently resolve customer requests, from answering questions to completing complex transactions like processing returns, booking appointments, and updating account information.
AI virtual agents can significantly improve customer service efficiency by providing 24/7 availability, fast responses, and the ability to handle multiple inquiries simultaneously. They reduce operational costs by automating routine tasks, freeing human agents to focus on complex issues that require empathy and critical thinking. AI virtual agents deliver faster resolution times through their access to knowledge bases and systems, while enabling consistent service quality across interactions.
Zoom's AI virtual agent software enhances efficiency by:
Implementing virtual agent services provides multiple strategic benefits: helps reduce operational costs through automation of repetitive inquiries, supports higher customer satisfaction with 24/7 support, enables scalability without proportional staffing increases, and enhances data collection for better business insights. Virtual agents can also increase employee satisfaction by taking on mundane tasks and allowing staff to focus on meaningful customer interactions.
Zoom's virtual agent services provides these distinct advantages:
Zoom's virtual agent software is designed for seamless integration with your existing customer support ecosystem through a "connect once, automate everywhere" approach. It integrates natively within the Zoom ecosystem — including Zoom Contact Center, Zoom Phone, and Zoom Quality Management — enabling smooth customer handoffs while maintaining full conversational context.
Zoom Virtual Agent with Zoom Contact Center delivers fully orchestrated, AI-first customer experiences designed to unify communication channels, optimize interactions, and scale with your business. Zoom Virtual Agent uses AI to understand, reason, and resolve customer requests — automating actions, remembering context, and only escalating when it’s truly needed.
For external systems, Zoom Virtual Agent offers straightforward integration with major CRM and ticketing systems including Salesforce, Zendesk, Microsoft Dynamics, Intercom and Kustomer, as well as your knowledge bases and third-party CCaaS solutions like Genesys Cloud, and Amazon Connect. The virtual agent can automatically create and update tickets, perform actions within your existing tools, and access real-time information — all without requiring complex custom development or re-architecting your tech stack.
With routing to Zoom Phone, Zoom Virtual Agent acts as a 24/7 AI concierge, greeting callers naturally, routing to the right team, taking messages, answering questions, and booking appointments. The integration breaks down data silos through sharing between Zoom products, allowing virtual agent conversations to transition seamlessly to live Zoom Phone calls or Zoom meetings with support reps, with context preserved.
Traditional chatbots are rule-based, rigid, and reactive systems limited to predefined scripted flows. They often follow decision trees, struggle with natural language variations, cannot maintain context across sessions, and frustrate customers by failing to understand intent or handle requests outside their narrow programming. They primarily deflect inquiries rather than resolve them.
AI virtual agents like Zoom Virtual Agent represent a fundamental evolution in automation technology. Zoom's AI virtual agents are:
The results are higher resolution rates, reduced customer effort, lower operational costs, and smoother customer experiences that build loyalty — making AI virtual agents a strategic asset rather than just a cost-saving tool.
