CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom.
The duo presents a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates.
In doing so, they consider:
How Does the Next Generation-Virtual Agent Differ from What Came Before?
Reuven outlines how Zoom’s Virtual Agent is leaving behind rigid dialogue trees and embracing flexible, autonomous AI experiences designed to handle complex queries with minimal human input.
What New Features May Excite Contact Centers?
Discover how Zoom’s launch represents a major evolution in its virtual agent capabilities, including real-time adaptability, persona-driven design, and intuitive agent building through Zoom’s AI Studio.
Real Results within Zoom’s Own Contact Center
Learn how Zoom uses its own Virtual Agent across global support operations, achieving a 97 percent self-service containment rate, a 28 percent CSAT boost, and a 35 percent reduction in unmatched queries.
For more on Zoom’s Contact Center and Virtual Agent capabilities, visit: www.zoom.com
