Zoom has introduced an “agentic” Virtual Agent to its Contact Center platform, shifting from scripted bots to AI capable of autonomously handling full customer journeys across voice and chat—processing returns, updating accounts, and booking appointments—without human escalation unless necessary. This advanced agent retains context across interactions, adapts tone to match a brand’s voice, and can intelligently decompose multi-intent queries. Accompanying the Virtual Agent are enhanced tools: AI Studio for fast agent deployment, CX Insights for near‑real‑time performance recommendations, AI-driven analytics for topic detection and automated quality management, plus conversational supervisor tools like “Ask QM” and AI‑powered scheduling. Together, these updates position Zoom to give enterprises an AI-first, low‑friction, cost‑effective contact center solution that enhances personalization, efficiency, and supervisor effectiveness. Learn more at UC Today:
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