Zoom Adds Virtual Agent Builder, Performance Capabilities

Author: Beth Schultz, VP of Research and Principal Analyst

What's the news?

In a June announcement, Zoom introduced new generative AI agent builder and performance management capabilities for Zoom Virtual Agent, its conversational AI agent for self-service customers. Available now, the new offerings are:

•  Agent Architect – Provides the ability to generate autonomous AI agents from simple text prompts; supports complex customer journeys
• Agent Performance Suite – Combines performance testing, quality management, and knowledge base suggestions, enabling teams to:
  • Test, validate, and refine AI agents over their lifecycle, running simulations and comparing against production outcomes
  • Evaluate AI and human agent interactions against the exact same standards to ensure consistency
  • Improve self-service knowledge content by identifying successful human resolutions and drafting new articles to fix knowledge gaps

Additionally, Zoom announced multi-location deployment support for Virtual Agent. With this option, organizations can deploy a single AI agent across different locations. Visibility is centralized for management and governance, but each agent can be tailored for a location’s particular needs.

Lastly, Zoom has added an outcome-based pricing option for Virtual Agent. The outcome can be resolution or successfully routed interactions across voice and chat.