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New Zoom Virtual Agent capabilities help organizations build AI agents faster, optimize performance over time, and deliver more personalized customer experiences through a connected Zoom CX platform.
At a glance: New Zoom Virtual Agent capabilities
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Agent Architect:
Generate production-ready voice and digital AI agents from a simple prompt. Create intelligent agents that can reason through requests, collaborate with other agents, and orchestrate customer interactions across systems and channels.
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Agent Performance Suite:
Test, validate, and optimize AI agents throughout their lifecycle. Simulate customer interactions before deployment and track resolution rates, containment, customer satisfaction (CSAT), and cost per resolution after launch.
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Quality Management for Zoom Virtual Agent:
Evaluate AI and human interactions using a common quality framework. Identify improvement opportunities, track service quality, and help AI learn from successful human-assisted resolutions.
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Enhanced customer context layer:
Customer interactions create context that follows customers across Zoom CX, helping Zoom Virtual Agent, Zoom Contact Center, and Zoom AI Expert Assist deliver more personalized experiences and reduce the need for customers to repeat themselves.
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Outcome-based pricing:
An optional pricing model that aligns AI automation costs with customer outcomes through resolved or successfully routed interactions across voice and chat.
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Multi-location deployments:
Build AI-powered customer experiences once and deploy them across multiple locations while maintaining local phone numbers, routing, greetings, and knowledge bases.
