Strong competitor in a crowded space
March 31, 2025

Strong competitor in a crowded space

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zoom Virtual Agent

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
  • 70% self-service for managed interactions
  • Estimated $3 million in headcount costs saved
  • Admin tools have reduced administrative costs by 50%
The admin experience can be a little intimidating for those without prior chatbot admin experience. However, it is very much learnable. Usability would be enhanced with additional "standard" time filters in analytics, more pre-built components, and intelligent suggestion of "tasks" for admins to complete to improve their results
ZVA offered a combination of easy administration and cost effective pricing in a manner that other providers currently do not meet.

Do you think Zoom Virtual Agent delivers good value for the price?

Yes

Are you happy with Zoom Virtual Agent's feature set?

Yes

Did Zoom Virtual Agent live up to sales and marketing promises?

Yes

Did implementation of Zoom Virtual Agent go as expected?

No

Would you buy Zoom Virtual Agent again?

Yes

Really great for customers that have experience with chatbots and want a powerful platform that is continuing to evolve. It has been one of the most accurate platforms for generative AI responses and has great tools for administering the platform in a scalable manner. The tool has greatest utility for companies with existing knowledge bases that can be leveraged and with a team that can dedicate resources to continually evolving the implementation to take full advantage of the tool.

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