Zoom Virtual Agent & Contact Center
Intelligent, modern CX to empower customers and agents
Zoom’s Customer Experience Suite
Zoom’s Customer Experience suite helps companies deliver amazing experiences to their customers. Zoom helps companies in industries including retail, financial services, healthcare, online services, and more.
Pro tip
Zoom’s CX Suite is comprised of Zoom Contact Center, Zoom Virtual Agent, and Zoom Workforce Engagement Management.
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Customer seeks support
Zoom Virtual Agent provides 24/7 intelligent self-service for customers. Now with generative-AI-powered workflows, it’s easier and more powerful than ever before.
Pro tip
Zoom supports a variety of ways for customers to reach companies, including chat, voice, video, text, email, WhatsApp, and Messenger.
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How Zoom Virtual Agent works
Zoom Virtual Agent supports images, videos, and integrations, so customers can get the information they need quickly without having to call or email support.
Pro tip
Zoom Virtual Agent is designed so almost anyone from a support team can create or update bots without needing to code anything. New generative AI capabilities like training intents and creating workflows will make Zoom Virtual Agent even smarter, faster, and easier to set up.
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Connecting to a live agent
If a customer needs an agent, Zoom Virtual Agent works seamlessly with Zoom Contact Center to ensure a smooth handoff to the most qualified, available queue or individual.
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A better support experience
Zoom AI Companion will soon provide the agent with a summary of the original conversation between the customer and the chatbot, so agents are ready and customers don’t need to repeat themselves.
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AI Expert Assist
AI Expert Assist surfaces relevant knowledge base articles for agents based on the conversation that’s happening. We’re also building Apps directly into the agent desktop, so that agents have all of the information and tools they need without having to bounce between apps and screens.
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Easily uplevel a support engagement
One of the greatest benefits of Zoom Contact Center is the ability to easily pull in back-office experts or upgrade from voice or chat to video.
Pro tip
Video conversations are extremely effective when troubleshooting products, sharing a remote desktop for IT support, or when it’s critical to ensure a strong connection with customers, e.g in Healthcare or Financial Services.
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