Zoom CX Contact Center receives a new generation of agentic AI for autonomous customer service. Virtual Agent 2.0 can autonomously perform complex tasks without human intervention.
More than a chatbot: true autonomy
Unlike traditional chatbots, Zoom Virtual Agent 2.0 can independently complete complex processes such as processing returns, updating accounts, or booking appointments. The solution features advanced reasoning capabilities, memory, and context-aware conversations.
“With the new generation Zoom Virtual Agent, we are ushering in a new era of intelligent, proactive customer support,” said Chris Morrissey, General Manager of Zoom CX. “This solution doesn’t just respond, but actually takes action on behalf of customers.”
Concrete benefits for businesses
The new Virtual Agent offers three main advantages:
1. Cost reduction and revenue growth: Increased self-service with autonomous resolution of complex tasks, reduced customer churn through context-aware support, and reallocation of staff for growth objectives.
2. Improved CX efficiency: Faster and more accurate solutions, even for complex requests, which increases customer lifetime value.
3. Exceptional customer experience: Better satisfaction scores through shorter resolution times, fewer escalations, and a consistent brand voice through customizable tone and language capabilities.
Seamless integration with existing systems
Zoom Virtual Agent 2.0 integrates natively with Zoom Contact Center and leading platforms such as Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud. This integration ensures smooth implementation within existing IT infrastructures.
Market trend supports adoption
The timing of this launch is perfect: in 2025, 85% of customer service leaders plan to explore or test customer-focused conversational generative AI solutions. This demonstrates the growing demand for intelligent automation in customer service.
Now available through BusinessCom
BusinessCom, as the official distributor of Zoom, brings this innovative solution to business partners in the Benelux, Nordics, and Baltics. For IT and telecom resellers, this offers an opportunity to provide their customers with the most advanced customer service technology.