From Zoom’s revamped virtual agent to two fresh additions to ServiceNow’s AI platform, here are extracts from some of this week’s most popular news stories.
Zoom Launches Virtual Agent 3.0 to Fix Chatbot’s Broken Promise
Zoom has launched Zoom Virtual Agent 3.0 (ZVA), a revamped version of its next-generation virtual agent built to move beyond containment and deliver genuine end-to-end customer resolution.
Zoom positions the solution as a response to a Morning Consult report commissioned by the vendor, which shows that 43% of consumers say chatbots fail to resolve their issues.
Indeed, a further 38% report getting stuck in a loop, and 37% are frustrated by having to repeat information.
For contact center leaders, those numbers reflect a problem most will already recognize from their own deflection data.
Rather than optimizing for how many customers a bot can handle before handing off to a human, ZVA 3.0 is built around what Zoom calls the “resolution economy,” where the measure of success is whether the issue actually gets fixed, not just managed.
The headline feature is an enhanced AI execution framework built on Zoom’s AI Companion 3.0 architecture (Read more…).
ServiceNow Launches AI That Resolves Tickets 99% Faster Than Human Agents
ServiceNow has unveiled two additions to its AI platform: Autonomous Workforce and ServiceNow EmployeeWorks.
Coming just two months after the company closed its Moveworks acquisition, the announcements represent the clearest picture yet of how ServiceNow intends to put that deal to use.
ServiceNow’s claim that its tech has moved beyond mere suggestion and into action isn’t exactly unique. But what the vendor appears to be adding to that conversation is specificity.
Rather than individual task-completing agents, the company is launching what it calls AI specialists: role-based workers with defined scopes, governed by the same access controls as human employees, built to handle jobs from start to finish.
In discussing the news, Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, stated that “businesses don’t need more pilots or promises. They need AI that gets work done.
“The leaders realizing value from AI are investing in platforms where intelligence, execution, and trust work as one system.”
Salesforce Reframes AI Model Competition Around Enterprise Work and Agents
On Salesforce’s latest earnings call, CEO Marc Benioff addressed the strategic question hanging over every enterprise AI roadmap: what happens if foundation models stop being infrastructure and start becoming platforms?
Just as Windows, macOS, iOS, and HTML became foundations for entire application ecosystems, large language models (LLMs) could eventually host applications directly, taking value away from the software layers above them.
Benioff acknowledged that possibility:
“Could those models themselves become platforms? Could OpenAI then also be a platform? Could Anthropic be a platform? Absolutely, those could be new platforms.”
Salesforce’s response, however, is not to compete at the model layer. Instead, the company is doubling down on what those platforms do not yet deliver at enterprise scale: trusted context, governed workflows, compliance, security, reliability, and the ability to turn intelligence into real customer work (Read more…).
RingCentral’s OpenAI Move, And A 144% Jump In Live Coaching
RingCentral’s latest earnings call hinted at a shift many CX leaders already feel in their bones. The real value in AI is moving from “after the call” to “during the call.”
On the same day as its Q4 2025 earnings update, the vendor also announced a collaboration with OpenAI to deliver ‘advance enterprise-grade voice AI,’ referencing models ‘like GPT-5.2,’ with an emphasis on real-time performance.
That product news also sharpens one of the most telling metrics from the earnings call: RingCentral’s AI Conversation Expert (ACE) customer count now exceeds 4,800, up 144% year-over-year. Together, the two updates point to an agent experience (AX) story that is starting to harden into an operational reality.
RingCentral’s OpenAI integration announcement pushes the conversation forward from analysis to action.
The company says it is integrating OpenAI to ‘advance enterprise-grade voice AI,’ and it calls out models ‘like GPT-5.2,’ with an emphasis on real-time performance, as Kira Makagon, President and COO at RingCentral highlighted:
“OpenAI enables us to turn powerful technology into tangible business value, from AI that answers customer calls to AI that assists every employee.”
