summit Video conferencing software Zoom provider has announced a new “smart chat”. live chat An AI-powered solution.
In a main event followed by Mail (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 effective customer service in a cost-effective manner, by reducing handling times with human customer support staff.
While corporate chatbots aren’t new, Zoom claims many are based on “end-to-end” manual coding, while its new offerings are powered by “intellectual property” and machine learning for natural language processing.
Zoom’s AI chatbot for enterprises
Zoom Virtual Agent is supposed to integrate with many live chat, CRM And Call Center as a Service (CCaaS), and will come packaged as part of Zoom call centerthe company’s own CCaaS.
The disclosure comes after Zoom’s acquisition of Solvvy, the conversational AI company, in 2022. Mahesh Ram, head of digital customer experience at Zoom, and former founder and CEO of Solvvy, touted the virtues of the new chatbot almost entirely in vaguely resonant phrases.
Every leader I talk to is looking for double entenders CX [customer experience] Technology: Superior omni-channel resolutions for its customers and improved results.”
“Imagine being able to deliver fast, accurate decisions in 50% or more of your self-service interactions a few weeks after launch. Solvvy has provided these kinds of results for many of the leading brands.”
In short, Ram believes that Zoom Virtual Agent will help online startups scale faster by solving an existential problem for them as soon as possible, while generally helping companies save money, perhaps by Reducing personnel costs.
The 50% success rate may not be as impressive as Ram thinks, but former Solvvy customers seem to be convinced.
“We’ve always enjoyed working with Mahesh and the team, who have helped us raise our support level with self-service rates that have exceeded our expectations. We’re excited to see what the same team has done with the new virtual agent Zoom,” said Marissa Morley, CX Tools Specialist for mobile ticketing platform SeatGeek.