Zoom Virtual Agent is an autonomous conversational AI platform that handles voice and text customer inquiries 24/7, using speech‑to‑text, text‑to‑speech, and a dynamic knowledge base to resolve routine issues. When the AI cannot resolve a request, it escalates the interaction to a live Zoom Contact Center or Phone agent while preserving context. The solution integrates natively with Zoom Contact Center and Zoom Phone, providing unified routing, analytics, and enterprise‑grade security for large contact‑center operations.
Funding
Funding not disclosed
Founders
Product
Problem
Many organizations rely on traditional phone and chat support staffed by human agents, leading to long wait times, limited after‑hours coverage, and high operational costs. Scaling consistent, accurate self‑service across multiple channels is difficult without a unified solution.
Solution
Zoom Virtual Agent delivers an autonomous conversational AI platform that handles customer inquiries via voice and text 24 hours a day, seven days a week. Built on an agentic AI framework, it interprets natural language, accesses a dynamic knowledge base, and resolves routine issues without human intervention. When a request exceeds the AI’s scope, the system seamlessly transfers the interaction to a live Zoom Contact Center or Phone agent, preserving context and reducing repeat questioning. The solution integrates natively with Zoom Contact Center and Zoom Phone, enabling unified reporting, analytics, and centralized configuration for enterprise contact‑center environments.
Target Audience
The primary customers are enterprise contact‑center teams and customer‑support organizations that use Zoom Contact Center or Zoom Phone and seek to automate high‑volume, routine interactions while maintaining seamless human fallback.
Features
- Multi‑modal AI engine supporting both voice (IVR) and chat interfaces with real‑time speech‑to‑text and text‑to‑speech processing
- Agentic AI workflow that autonomously diagnoses, troubleshoots, and resolves common support tasks end‑to‑end
- Context‑preserving escalation to live Zoom Contact Center or Phone agents, including transcript handoff and intent metadata
- Native integration with Zoom Contact Center and Zoom Phone APIs for unified routing, queue management, and reporting
- Continuous learning loop that updates the knowledge base from resolved interactions and integrates with existing CRM or ticketing systems via RESTful APIs
- Built‑in analytics dashboard showing AI performance metrics, deflection rates, and average handling time reductions
- Enterprise‑grade security with encrypted data in transit and at rest, role‑based access controls, and compliance with industry standards