SAN JOSE, Calif., June 12, 2025 (GLOBE NEWSWIRE) — Zoom Communications, Inc. (NASDAQ: ZM) today introduced Zoom Virtual Agent 2.0, the next evolution of the company’s self-service virtual agent. Now powered by agentic AI, Zoom Virtual Agent delivers smarter, autonomous self-service experiences across chat and voice channels.
“With the next generation of Zoom Virtual Agent, we’re ushering in a new era of intelligent, proactive customer support, taking customers from frustration to building true connections with brands,” said Chris Morrissey, General Manager of Zoom CX. “Through the agentic AI skills built into its core, Zoom Virtual Agent doesn’t just respond — it takes action on behalf of customers, managing complex inquiries with HD-quality neural voices, significantly minimizing the need for agent escalation. These advanced capabilities transform routine support interactions into exceptional customer experiences.”
Unlike traditional chatbots, the upgraded Zoom Virtual Agent can now autonomously complete complex tasks like processing returns, updating accounts, or booking appointments. With advanced reasoning, memory, and context-aware conversations, it delivers seamless, brand-aligned interactions without requiring human intervention.
The upgraded Zoom Virtual Agent is built to meet the rising demand for fast, accurate, and seamless self-service across channels. In 2025, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions, driving the acceleration of intelligent automation adoption.
Self-service benefits both customers and businesses
The new Zoom Virtual Agent can help deliver premium customer service experiences while driving efficiency in CX organizations by combining natural, fluid, and highly scalable automation with proactive reasoning to autonomously solve complex, end-to-end customer scenarios.
Reduce costs and drive revenue: Increase self-service containment with autonomous resolution of complex end-to-end tasks; reduce abandonment with a virtual agent that can understand context across interactions to deliver accurate, personalized support; and repurpose agent staffing to focus on growth.
Improve CX efficiencies: Drive self-service efficiency with customers by delivering accurate resolutions, even for complex requests, and increase the customer lifetime value.
Deliver exceptional customer experiences: Improve ESAT and CSAT scores with reduced resolution times and reduced escalations; boost brand voice with customized tone and language capabilities; and free human agents to focus on deeper engagement and higher-value customer interactions.
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