Peak Video conferencing software provider Zoom has announced a new “smart conversation” live chat AI-based solution.
In the key event followed by a fast (opens in a new tab) on the Zoom blog, the company reported Zoom Virtual Agent (opens in a new tab)a chatbot designed to help businesses provide efficient customer service in a cost-effective way by reducing customer service time for customer service staff.
While corporate chatbots are nothing new, Zoom says many rely on “extensive” manual coding, while its new offering is powered by “proprietary AI” and machine learning for natural language processing.
Zoom AI chatbot for enterprises
Zoom Virtual Agent allegedly integrates with various live chats, CRM AND contact center as a service (CCaaS) and will be bundled as part of it Zoom Contact Centercompany’s own CCaaS system.
The unveiling follows Zoom’s 2022 acquisition of Solvvy, a conversational AI company. Mahesh Ram, Zoom’s head of digital customer service and former founder and CEO of Solvvy, almost entirely extolled the virtues of the new chatbot with opaque, buzzwords.
“Every leader I talk to is looking for double results in their actions CX [customer experience] technology: excellent multi-channel resolutions for their customers and better financial results,” he said.
“Imagine being able to deliver fast, accurate solutions to 50% or more self-service interactions just weeks after launch. The Solvvy solution has delivered this kind of results to many leading brands.”
In short, Ram believes that the Zoom Virtual Agent will help Internet startups grow faster by solving their existential problem as quickly as possible while helping businesses save money, perhaps by cutting personnel costs.
The 50% success rate may not be as impressive as Ram seems, but previous Solvvy customers seem convinced.
“We’ve always enjoyed working with Mahesh and the team who helped us raise the level of support with self-service rates that exceeded our expectations. We can’t wait to see what the same team has done with the new Zoom Virtual Agent,” said Marissa Morley, CX Tool Specialist for mobile ticketing platform SeatGeek.