Zoom Introduces New Zoom Virtual Agent Capabilities

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Zoom has introduced new capabilities for Zoom Virtual Agent, including Agent Architect and Agent Performance Suite, aimed at helping organizations build, manage, and improve AI-powered customer service.

“AI has significantly accelerated the CX landscape, and organizations not focused on outcomes fall behind,” said Chris Morrissey, general manager of Zoom CX.

“It’s no longer just about deploying it to drive efficiency, but about having the context to drive personalization at scale. But the challenge is eliminating the trade-off between speed and sophistication, and Zoom CX bridges that gap so teams can personalize better, deliver faster, and drive stronger outcomes.”

Agent Architect enables teams to create voice and digital AI agents from simple prompts, generating workflows that can be reviewed and refined before deployment.

Agent Performance Suite provides tools to test, monitor, and optimize AI agents throughout their lifecycle, including simulation capabilities, performance dashboards, and quality management tools.

The update also expands Zoom’s customer context layer, allowing information from previous interactions to be carried across virtual agents, live agents, and support channels to provide more personalized experiences and reduce the need for customers to repeat information.

Additional features include knowledge base recommendations, multi-location deployments that allow organizations to manage AI services centrally while adapting to local requirements, and an optional outcome-based pricing model linked to resolved or successfully routed interactions.

The new capabilities are designed to help organizations connect AI deployment, performance management, and customer context within a single customer experience platform.

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