optimal video conferencing software Provider Zoom announces a new “smart conversation” live chat Solutions powered by artificial intelligence.
In the subsequent keynote speech postal (opens in a new tab) On the Zoom blog, the company announced Zoom virtual agent (opens in a new tab)a chatbot designed to help businesses provide efficient customer service in a cost-effective manner by reducing the handling time of human customer support agents.
While enterprise chatbots are nothing new, Zoom claims many of them rely on “substantial” manual coding, while its new offerings are powered by “proprietary artificial intelligence” and machine learning to process language naturally.
Zoom’s Enterprise AI Chatbot
Zoom Virtual Agent purportedly integrates with various live chats, Customer Relationship Management System and Contact Center as a Service (CCaaS) solution and will be packaged as Zoom Contact Centerthe company’s own CCaaS.
The unveiling follows Zoom’s acquisition of conversational artificial intelligence company Solvvy in 2022. Mahesh Ram, head of digital customer experience at Zoom and former founder and CEO of Solvvy, extolled the virtues of the new chatbot almost entirely in opaque buzzwords.
“”Every leader I’ve talked to is looking for their double results Customer Experience [customer experience] Technology: Provide their customers with superior omnichannel solutions and an improved bottom line,” he said.
“Imagine being able to provide fast, accurate resolution on 50% or more of self-service interactions within weeks of launch. Solvvy has driven these types of results for many leading brands.”
In short, Ram believes that the Zoom Virtual Agent will help online startups scale faster by solving existing problems for them as quickly as possible, while helping the entire company save money, possibly through cut personnel costs.
A 50% success rate may not be as impressive as Ram thinks it is, but former Solvvy customers seem convinced of it.
“We’ve always enjoyed working with Mahesh and his team, they’ve helped us increase our support levels and self-service rates have exceeded our expectations. We’re excited to see what the same team is doing with the new Zoom Virtual Agent,” said Mobile Ticketing says Marissa Morley, CX tools expert at platform SeatGeek.