Zoom unveils Virtual Agent 3.0 for customer support with AI capabilities to avoid repeat contacts

Key Highlights

• The AI agent’s new capabilities are expected to become generally available over the next few months.
• It comes at a time when organisations are facing growing pressure to automate more customer service interactions as volumes rise and cost efficiency becomes a priority.
• With ZVA 3.0, Zoom said that it is looking to enable its enterprise customers with first-contact resolution, reduced repeat contacts, and end-to-end workflow completion.
• It commissioned a recent survey report which found that over 43 per cent of respondents said that chatbots had failed to resolve the issue while 38 per cent said they were frustrated about getting stuck in a loop and another 37 per cent said that they had to repeat information when dealing with customer support chatbots.
• “Zoom Virtual Agent 3.0 orchestrates multi-step workflows across systems, continuously learns from human resolutions, and provides full transparency into every agentic action.