Early days with Zoom Virtual Agent are promising.
Rating: 9 out of 10
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.
Likelihood to Recommend
Zoom Virtual Agent is really suited, as we're learning, for companies that also use their contact center solution, as it's an entire customer experience and support tool all in one. It's very easy to upload and use AI responses that best support your customer, and train the AI on your specific use cases.
Vetted Review
1 year of experience