Zoom is set to introduce AI to live chat customer service as the company believes that automation is the future.
Zoom Is Set To Introduce AI to Live Chat Customer Service
Top video conferencing software provider and platform Zoom has now announced its plans of introducing a new intelligent conversational live chat solution that is powered by artificial intelligence.
The company in a keynote event which is then followed by a post on the zoom blog announced Zoom Virtual Agent which is a chatbot that is designed to help businesses provide efficient customer service in a cost-effective medium simply by reducing handling times for human customer support staff.
And while corporate chatbots are not new to the industry, the company is claiming that plenty of them rely on extensive manual coding while its new offering on the other hand is powered by proprietary AI and machine learning in a bid to process language naturally.
The Aim of Zoom Virtual Agent
Zoom virtual agent according to reports is supposed to integrate with several chat, CRM, and contact center-as-a-service (CCaaS) solutions, and will also come packaged as part of Zoom contact center, which is the CCaaS of the company.
The unveiling of the initiative followed the purchase of Solvvy by Zoom which is a conversational AI company in the previous year, 2022. Head of digital customer experience at zoom and the ex-founder and CEO of Solvvy, Mahesh Ram extolled the virtues of the new chatbot almost completely in opaque buzzwords.
““Every leader I speak to is seeking dual outcomes from their CX [customer experience] technology: superior omnichannel resolutions for their customers and an improved bottom line,” he stated.
“Imagine being able to deliver fast, accurate resolutions in 50% or more of your self-service interactions just weeks after launching. Solvvy delivered these types of outcomes for many leading brands.”
Zoom Virtual Agent Will Allow Online Startups to Expand Faster
Ram in short thinks that Zoom Virtual Agent will allow online startups to extend and expand faster simply by solving an existential issue for them as soon as possible, while in the process helping companies at large to save money, as well as possibly cutting off personnel costs.
A success rate of 50% may not be as impressive as seen by the ex-CEO Ram, but previous customers of Solvvy seem convinced.
Expert Opinion on the New Development
“We’ve always enjoyed working with Mahesh and team, who helped us level up our support with self-service rates that exceeded our expectations. We’re excited to see what that same team has done with the new Zoom Virtual Agent,” CX tools specialist for mobile ticketing platform SeatGeek, Marissa Morley said.