Zoom Has Launched Zoom Virtual Agent 3.0

Zoom has announced Zoom Virtual Agent 3.0 (ZVA).

This is an updated version of its virtual agent platform designed to automate more complex customer service interactions and support end-to-end resolution.

The release introduces a new execution architecture and expanded AI capabilities intended to move beyond single-step chatbot responses.

ZVA 3.0 is built to operate across voice and chat, orchestrating multi-step workflows across systems such as CRM, billing, and order management platforms. The aim is to help organisations resolve issues more completely, while enabling seamless handoffs to human agents when needed.

As customer service volumes increase and cost efficiency becomes a priority, many organisations are seeking to automate more interactions.

However, disconnected virtual agents can struggle to transfer context effectively. A Morning Consult report commissioned by Zoom found that the top chatbot frustrations among surveyed groups were failure to resolve the issue (43%), getting stuck in a loop (38%), and having to repeat information (37%).

“Agentic AI was just the beginning,” said Chris Morrissey, general manager of Zoom CX. “Zoom Virtual Agent 3.0 orchestrates multi-step workflows across systems, continuously learns from human resolutions, and provides full transparency into every agentic action.

This allows organizations to confidently automate complex interactions. It’s more than a product update, it’s another step toward more connected customer relationships, where AI and humans work together to resolve issues faster and build trust.”

New capabilities include an enhanced AI execution framework built on Zoom AI Companion 3.0, enabling multi-step workflows with observability and governance controls. Administrative features provide visibility into data sources, decision logic, and workflow paths to support auditing and policy refinement.

Additional enhancements expected in Spring 2026 include multimodal large language model (LLM) intelligence, allowing the virtual agent to interpret documents and images; continuous learning from successfully resolved escalations within Zoom contact centre; and proactive outbound engagement based on known events.

Zoom Virtual Agent is designed to authenticate users, interpret inputs, coordinate backend systems, and complete actions within a single workflow.

For example, in a warranty claim scenario, the system can authenticate a user, extract a serial number from an uploaded image, validate eligibility, schedule pickup, initiate a replacement order, and confirm shipment. If escalation is required, the full interaction history transfers to a live agent, reducing the need for customers to repeat information.

Following internal deployment of the latest ZVA updates, Zoom reports measurable operational changes. Its no-match rate – where the virtual agent fails to understand user input – declined from 35% to 0%. On the billing team, self-service deflection rates increased from 0% to 30% within three months, saving more than 1,000 agent hours per month.

Zoom Virtual Agent 3.0 forms part of the company’s broader strategy to integrate AI and human support within customer experience operations, with a focus on resolution quality, transparency, and operational efficiency.

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