Resolve more. Escalate smarter.
Turn customer self-service into a route to resolution with Zoom AI.
Download our guide to discover how Zoom AI:
- Stacks up against alternatives
- Resolves routine enquiries
- Escalates with context
- Supports agents with AI
- Learns from every gap
And much more.
What can Zoom AI do?
Give customers a path to complete common service tasks through self-service.
Pass the conversation, customer information and reason for escalation to a human agent.
Extend connected knowledge and skills into the live-agent experience.
Use unresolved questions to identify where knowledge and workflows need improvement.
Self-service should complete the journey
Traditional self-service often stops at information…
A customer can find an FAQ, listen to an IVR option or receive a scripted answer, but still needs another channel to finish what they actually came to do.
Zoom Virtual Agent is designed to go further.
It can understand customer intent, use connected business systems and complete multi-step interactions across voice and digital channels. That opens the door to much higher self-service performance:
Fewer repetitive enquiries reaching agents
More capacity for complex interactions
Shorter customer journeys
Less unnecessary customer effort
Greater service availability
From answer to action
Do you know where is your self-service today?
Answer
Resolve
Integrate
Escalate
Assist
Learn
Improve
If not, download our guide and use our self-service maturity questionnaire to find out where you are on your journey, and what the next step should be.
When AI needs a human, keep the context moving
Complexity, judgement, vulnerability, emotion and unusual circumstances will always create situations where a person needs to take over.
The quality of that handover matters.
Zoom Virtual Agent can escalate an interaction to a human agent with a pre-built summary, customer information, relevant variables and the reason for escalation.
Then, agents can begin with an understanding of what has already happened instead of asking the customer to start again.
Better escalation means:
Less repetition
Faster agent understanding
Lower handling effort
Greater continuity
Smoother customer experiences
Reduced duplication of tasks
Turn unanswered questions into improvements
No virtual agent knows everything on day one…
Products change. Processes evolve. New questions appear. Customers find edge cases that deployment teams never anticipated.
The important question is what happens when the AI does not know the answer.
Zoom Virtual Agent can identify questions it was unable to resolve and surface them as knowledge-gap improvement opportunities. Administrators can then add the appropriate authoritative information for future interactions.
Instead of relying solely on periodic FAQ reviews, businesses can use actual customer demand to guide where knowledge needs strengthening.
Why Future Voice?
Technology alone doesn’t guarantee a successful automated customer journey…
Future Voice combines communications and Contact Centre expertise with practical delivery support to help organisations move from initial discovery through to deployment and optimisation – because workflows need to be understood, integrated, tested and supported.
We’ll help you:
Identify suitable AI workflows
Identify suitable AI workflows
Design the customer journey
Design the customer journey
Connect the required systems
Connect the required systems
Configure and test the solution
Frequently Asked Questions
What is Zoom Virtual Agent?
Zoom Virtual Agent is an AI-powered customer-service solution designed to automate voice and digital conversations. It can understand customer intent, answer questions, access connected systems, complete multi-step tasks and escalate interactions to human agents when required.
How is a virtual agent different from a chatbot?
A basic chatbot generally responds to predefined questions or keywords. A virtual agent can interpret customer intent and interact with connected systems to complete tasks. The Zoom material describes Virtual Agent retrieving live information, carrying out actions and adapting as conversations develop.
Can Zoom Virtual Agent transfer customers to a human agent?
Yes. Where an interaction requires human support, Zoom Virtual Agent can perform an intelligent escalation and pass context into the live-agent interaction, including conversation information and the reason for escalation.
What is Zoom AI Expert Assist?
Zoom AI Expert Assist supports human agents by surfacing relevant information during customer interactions. It can also use AI custom skills that are available to Virtual Agent, helping organisations reuse connected capabilities across automated and human service.
Can Zoom Virtual Agent integrate with business systems?
The supplied Zoom material describes AI custom skills connecting Virtual Agent with backend systems such as CRM, order-management and loyalty platforms, allowing the agent to retrieve or act on customer information during an interaction.
How does Zoom Virtual Agent identify knowledge gaps?
When Virtual Agent cannot answer a question, the query can be surfaced through knowledge-base gap management so administrators can identify missing information and add authoritative content for future interactions.
How can a virtual agent be tested before launch?
Zoom’s Agent Performance Suite can automatically generate simulated test cases based on the virtual agent’s configured capabilities, including edge-case scenarios that deployment teams may not have explicitly designed.
Does Zoom Virtual Agent support multiple languages?
The supplied Zoom material states that Virtual Agent supports voice and chat interactions in more than 20 languages and can detect language changes during a conversation.
Do I need Zoom Contact Centre to use Zoom Virtual Agent?
The supplied Zoom material says Virtual Agent can also be deployed as a standalone solution and can work with other communications environments, including SIP-based systems. Exact deployment requirements will depend on the customer’s environment.
What is an AI workflow audit?
A Future Voice AI workflow audit is designed to identify customer journeys where automation is likely to create meaningful value. It examines demand, process suitability, knowledge, integrations, escalation requirements, testing and how success should be measured.