Zoom expands Virtual Agent to Phone, adds Hub and Team Chat features.

Zoom has expanded its Virtual Agent to Zoom Phone, enabling personalized support and automating routine calls. The AI Companion enhances agentic scheduling and coordinates meetings end-to-end. Zoom Hub provides a centralized workspace for managing files, and Team Chat adds AI Companion on mobile for easier catch-up and quick document summaries.

Zoom has recently announced the integration of its Virtual Agent into Zoom Phone, marking a significant advancement in personalized support and automation for businesses. The AI-powered Virtual Agent offers a suite of concierge services designed to streamline routine calls and enhance customer experience.

The Virtual Agent for Zoom Phone provides personalized support that goes beyond simple call routing or answering questions. It can perform tasks such as resetting passwords, troubleshooting VPN issues, and providing IT policy answers, all without the need for tickets or long hold times. This automation is particularly beneficial for IT departments, reducing the workload and improving response times.

In the sales domain, the AI concierge can automatically qualify inbound leads, book meetings, and route high-value prospects to the right sales representative, complete with full conversation history. This ensures that sales teams are not overwhelmed with low-priority leads and can focus on high-value opportunities.

For marketing departments, the Virtual Agent can answer event FAQs, capture leads, and seamlessly book meetings for sales follow-ups. This helps in maintaining a consistent and efficient customer engagement process.

Customer experience is another area where the Virtual Agent excels. It can resolve FAQs, share updates, and reduce backlogs, allowing human agents to focus on cases that require personal interaction. The AI can handle natural conversations, responding with tailored information that makes every interaction feel personal and frustration-free.

One of the standout features of the Virtual Agent is its ability to automate everyday requests. It can automatically book appointments, answer FAQs, share status updates, and more, freeing up team members from repetitive calls and reducing backlogs. Additionally, when live help is needed, the Virtual Agent can seamlessly escalate to a human agent with full context, ensuring a smooth and efficient resolution process.

Zoom Phone also offers after-hours coverage, ensuring that customers receive support 24/7, even when the team is not available. This is particularly useful for businesses that operate in different time zones or have global customer bases.

To track and improve performance, the Virtual Agent provides insights into why customers are calling, what answers they are receiving, and areas where improvements can be made. This data-driven approach helps businesses create even better customer experiences.

The Virtual Agent can be customized with specific skills and connected to knowledge sources for a quick launch. Businesses can name their assistant and tailor the service to their specific needs, ensuring a seamless integration with their existing workflows.

Overall, the expansion of the Virtual Agent to Zoom Phone represents a significant step forward in customer support automation. By providing personalized, efficient, and 24/7 support, Zoom is helping businesses improve their customer experience and operational efficiency.

References:
[1] https://www.zoom.com/en/products/voip-phone/features/ai-receptionist/