What’s Zoom Doing with AI in the Contact Center?

Zoom's AI Revolution: Transforming Customer Experience in Contact Centers

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What’s Zoom Doing with AI in the Contact Center?
Contact CentreInsights

Published: October 18, 2023

Rob Scott

Rob Scott

In a one-on-one conversation with Ted Yoshikawa at this year’s Zoomtopia, the man steering Zoom’s Contact Center product, it became clear that Zoom is on a mission. “Our North Star is to fortify customer relationships,” Yoshikawa revealed.

“In a world grappling with the complexities of hybrid work and round-the-clock customer expectations, we’re committed to delivering innovation, care, and efficiency.”

The AI Vanguard: Zoom’s Virtual Agent

Zoom is transcending its video conferencing roots to fully embrace AI in the contact center. Enter Zoom’s Virtual Agent—a AI powered chatbot that’s more like a ‘superbot.’ “This isn’t your garden-variety chatbot; it’s a chatbot on rocket fuel,” Yoshikawa said. This AI-driven agent provides 24/7 customer support, integrates with multiple knowledge bases, and even syncs with third-party systems.

What Sets It Apart? The Virtual Agent leverages generative AI, a game-changing feature that simplifies the training process. “You don’t need to input multiple variations of ‘How do I reset my password?’ The AI does that for you,” Yoshikawa explained. “It’s like having a chatbot that’s also a linguist.”

Ease of Implementation – Zoom is tackling the ‘chatbots are ineffective’ myth head-on by focusing on seamless implementation. “We’re not just handing you a tool; we’re guiding you on how to wield it effectively,” Yoshikawa emphasized.

Versatility in Deployment – The Virtual Agent isn’t just an add-on feature; it’s a standalone powerhouse that can be integrated into various platforms like Zendesk and ServiceNow. “Think of it as the Swiss Army knife in your customer service toolkit,” Yoshikawa added.

Zoom’s AI Companion: The Ultimate Productivity Tool

Zoom’s AI Companion is more than just a feature; it’s a catalyst for efficiency. Designed to streamline tasks for internal teams and customer service agents, this tool can summarize conversations, auto-generate replies, and even offer live-call assistance. And the cherry on top? It’s free for all paid Zoom users.

Why Offer It for Free? “In a market where you’re nickel-and-dimed for every feature, we’re offering this robust tool for free to remove any friction in your work,” Yoshikawa said. “We’re not just selling a product; we’re selling a better work experience.”

Deployment Simplified – Concerned about the complexities of AI implementation? Zoom’s AI Companion is as easy to deploy as flipping a switch. “You don’t need a Ph.D. in AI to get it up and running,” Yoshikawa assured.

The Road Ahead for AI Companion – While Zoom was tight-lipped about specific future features, the focus remains on enhancing productivity across all interactions, be it internal communications or customer engagements.

Zoom AI Expert Assist: The Future is Now

Zoom AI Expert Assist is the latest entrant in Zoom’s AI arsenal, designed specifically for contact center agents. “This tool listens to real-time conversations and provides agents with the information they need, when they need it,” Yoshikawa said.

How Does It Learn? The system learns from historical customer interactions and agent inputs, offering a comprehensive view of the customer. “It’s like having a super-smart assistant who knows your customer as well as you do,” Yoshikawa noted.

Federated Capabilities – Zoom AI Expert Assist can pull in data from multiple sources, creating a unified Customer Data Platform (CDP). “It’s not just about AI; it’s about AI that’s connected,” Yoshikawa added.

The Limits of AI? – “Is there a ceiling to what AI can achieve in contact centers? Absolutely not,” Yoshikawa said. “The possibilities are as limitless as our commitment to innovation.”

Final Takeaway

Zoom is redefining customer service standards. With a focus on AI-driven solutions that are easy to implement, Zoom is simplifying the often convoluted world of contact centers. “Our goal? Make it easier. Full stop,” Yoshikawa concluded.

So, if your contact center strategy is still in the Mesozoic era, maybe it’s time to Zoom into the 21st century!

Artificial IntelligenceChatbotsGenerative AIhybrid workVirtual Agent

Brands mentioned in this article.


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