Zoom is bringing AI to live chat

In a keynote event on the Zoom blog, the company announced Zoom Virtual Agent, a chatbot designed to help businesses cost-effectively provide efficient customer service by reducing handle times for human customer support staff.

While corporate chatbots are nothing new, Zoom claims many rely on “extensive” manual coding. In contrast, its latest offering is powered by “proprietary AI” and machine learning to process language naturally.

Zoom’s AI chatbot for enterprise

Zoom Virtual Agent supposedly integrates with various live chat, CRM and contact centre-as-a-service solutions and will come packaged as part of Zoom Contact Center.

The unveiling follows Zoom’s acquisition of Solvvy, a conversational AI company, in 2022. Mahesh Ram, head of the digital customer experience at Zoom and ex-founder and CEO of Solvvy, extolled the virtues of the new chatbot almost entirely in opaque buzzwords.

“Every leader I speak to is seeking dual outcomes from their CX technology: superior omnichannel resolutions for their customers and an improved bottom line,” he said.

“Imagine being able to deliver fast, accurate resolutions in 50% or more of your self-service interactions just weeks after launching. Solvvy delivered these types of outcomes for many leading brands.”

In short, Ram thinks Zoom Virtual Agent will help online startups expand quicker by solving an existential problem for them as soon as possible while assisting companies to save money, possibly by cutting personnel costs.

A 50% success rate may not be as impressive as Ram thinks, but previous Solvvy customers seem convinced.

“We’ve always enjoyed working with Mahesh and the team, who helped us improve our support with self-service rates that exceeded our expectations. We’re excited to see what that same team has done with the new Zoom Virtual Agent,” said Marissa Morley, CX tools specialist for the mobile ticketing platform SeatGeek.

(Credit: techradar.com)

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