Zoom has released Virtual Agent 2.0, a major upgrade to its customer service technology that uses what they call “agentic AI.” Unlike regular chatbots that only answer simple questions, this new AI can complete entire tasks for customers without needing human intervention.
Traditional chatbots follow pre-set scripts and often get stuck when customers ask complicated questions. Zoom’s new AI is different because it can process returns, update account information, and book appointments completely on its own. It uses HD-quality neural voices that sound more natural when speaking with customers.
“Through the agentic AI skills built into its core, Zoom Virtual Agent doesn’t just respond — it takes action on behalf of customers,” says Chris Morrissey, General Manager of Zoom CX. These actions include managing complex inquiries and significantly reducing the need for customers to be transferred to human agents.
For businesses, the benefits are substantial. The AI works 24/7 across both chat and voice channels, letting customers get help anytime through their preferred method. Companies can reduce costs by handling more customer issues automatically. Customer service improves through faster resolution times and fewer transfers between departments. Employee satisfaction also rises as human agents can focus on more complex and rewarding customer interactions.
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The technology behind Zoom’s Virtual Agent 2.0 combines four key abilities: reasoning to understand what customers need, memory to recall past conversations, task action to complete specific jobs, and orchestration to coordinate different parts of complex tasks. Zoom uses specialized Small Language Models rather than one large general-purpose AI, making the system more efficient.
A major advantage is how easily Virtual Agent 2.0 connects with other business software. It works seamlessly with Zoom Contact Center, Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud. This integration means customer information flows smoothly between systems, creating a better experience for both customers and businesses.
Zoom isn’t alone in this market. Competitors include Genesys with its own AI-powered customer solutions, Salesforce Einstein for customer relationship management, and IBM’s watsonx Orchestrate. What makes Zoom’s offering distinct is its integration with existing video conferencing and contact center products, plus its approach using smaller, specialized AI models.
Industry data shows 85% of customer service leaders plan to try AI-based customer service solutions in 2025. With Virtual Agent 2.0 now available, businesses looking to reduce costs while improving customer experiences have a new tool that represents a significant advancement in AI-powered customer support.
