Zoom Virtual Agent

Score8.8 out of 10

7 Reviews and Ratings

What is Zoom Virtual Agent?

An AI chatbot which is ready 24/7 to provide quick, personalized help and boost team productivity. The AI chatbot with machine learning guides users to accurate answers fast, reducing the burden on customer service and support teams.

Categories & Use Cases

Media

Screenshot of the Zoom Virtual Agent intelligent conversational AI chatbot that instantly resolves issues.

Screenshot of a personalized experience, delivered by the virtual agent.

Screenshot of the virtual agent's customer resolution.

Screenshot of chatbot performance analytics.

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Screenshot of the Zoom Virtual Agent intelligent conversational AI chatbot that instantly resolves issues.

Verified User

Program Manager (1001-5000 employees employees)

Use Cases and Deployment Scope

Our teams just started using Zoom Virtual Agent, so this is a very early review - I will update as we continue to use the product. We chose a virtual agent because we already use many other Zoom products, including Meetings, Webinars, and AI Companion. Our company is expanding into the Customer Experience space and is testing a few vendors to see what works best.

Pros

We have found that Zoom's Virtual Agent does a really great job at the customer experience and support front of the house.
It integrates perfectly with our other Zoom products.
The AI features are top-notch.

Cons

There's a lot of competition in the CX space right now, but I think Zoom has a good deal going on, with all their other products under the same roof.
Some of the reporting could use some improvement, but it's still early days.

Return on Investment

Happier end customers that are able to be served faster.
Serving customers faster.
Aggregated data collection and reports.

Usability

Alternatives Considered

NiCE CXone

Other Software Used

Zoom Workplace, Zoom AI Companion, Microsoft 365

Verified User

Program Manager (201-500 employees employees)

Use Cases and Deployment Scope

ZVA serves as a customer-facing chatbot on our support website, developer documentation, and within our customer LMS. It leverages both knowledge articles and custom designed workflows to provide self-service information and guidance to our customers, dramatically reducing the number of support cases created with our team. In 2024, ZVA powered 150k+ sessions with a 70% self-service rate.

Pros

Generative AI answers from existing documentation
Providing tools for admins to discover and easily create new intents and workflows
Customizing the experience by campaign, chatbot, workflow, etc. to facilitate curated experiences for customers

Cons

Add more native components for integrating with data sources such as a CRM
Methodology for session counts: avoid double counting a session if a user is handed-off between bots.
Admin UI: there can be a lot of clicks to navigate to the correct area of the dashboard to manage settings

Return on Investment

70% self-service for managed interactions
Estimated $3 million in headcount costs saved
Admin tools have reduced administrative costs by 50%

Usability

Alternatives Considered

Enterprise Bot Conversational AI Bots (AIDA & AIVA) and Salesforce Einstein Bots

Other Software Used

Salesforce Service Cloud, Talkdesk, Slack

Verified User

Director in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

We have multiple self-serve tools available for our clients, but many have not been utilized effectively. We needed to redirect our clients to the tools that would provide timely answers 24/7. Additionally, filtrate and redirect inquiries that don't pertain to our product—offering the ability to locate the correct support team contact information.

Pros

Redirect inquiries to utilize the self-serve tools available
Provide 24/7 support
Allows you to visualize the type of inquiries received to add more Content available for self help

Cons

More reporting capabilities - customized for each business
Coaching based on specific personas/Knowledge Bases

Return on Investment

Reduction on the cases received on the desk

Usability

Zendesk Suite

Fin

Ada

Zoom Virtual Agent

What is Zoom Virtual Agent?

Categories & Use Cases

Media