Zoom Releases Major Enhancements to Its CX Platform

Zoom has announced major enhancements to its customer experience platform.

These feature an upgraded Zoom Virtual Agent powered by agentic AI, along with new tools for real-time analytics and Quality Management.

The latest version of Zoom Virtual Agent is designed to autonomously handle complex customer requests across chat and voice channels, enabling end-to-end task resolution without human intervention.

Smita Hashim, Chief Product Officer at Zoom, spoke on the new advancements: “Agentic AI is unlocking advanced intelligent self-service capabilities, and Zoom CX customers can now harness this technology.

Through our agentic Virtual Agent and effortless AI agent creation with Zoom AI Studio, we aim to empower businesses with AI that proactively takes action on behalf of customers, making it simpler than ever for businesses to deploy scalable, high-quality support solutions.”

Key improvements include advanced reasoning and memory, allowing the Virtual Agent to retain context across interactions and deliver more personalized support.

It also adapts tone and language to align with brand voice and customer intent, creating more natural, consistent conversations.

Built natively within the Zoom ecosystem, it integrates with Zoom Contact Center to provide seamless handoffs between virtual and live agents.

Deployment is streamlined through AI Studio, enabling teams to quickly build and launch tailored virtual agents.

These enhancements aim to help organisations meet rising customer expectations while simplifying operations and managing costs.

Author: Hannah Swankie
Reviewed by: Rachael Trickey