Zoom is bringing AI to live chat customer service
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Top Video conferencing software provider Zoom has announced a new “intelligent conversation”. live chat solution powered by artificial intelligence.
In a keynote event followed by a after (opens in new tab) on the Zoom blog, the company announced Zoom virtual agent (opens in new tab)a chatbot designed to help businesses provide efficient customer service in a cost-effective manner, by reducing the processing time for human customer service agents.
While business chatbots are nothing new, Zoom claims many of these rely on “extensive” manual coding, while the new offerings are powered by “proprietary AI” and machine learning to process language naturally.
Zoom’s AI chatbot for enterprises
Zoom Virtual Agent supposedly integrates with various live chat, CRM and contact center-as-a-service (CCaaS) solutions, and are provided as part of Zoom Contact Centerthe company’s own CCaaS.
The revelation follows Zoom’s acquisition of Solvvy, a conversational AI company, in 2022. Mahesh Ram, head of digital customer experience at Zoom, and ex-founder and CEO of Solvvy, extolled the virtues of the new chatbot almost entirely in opaque terms. buzz words.
“Every leader I speak to strives for double results from them CX [customer experience] technology: superior omnichannel solutions for their customers and improved profit,” he said.
“Imagine being able to provide fast, accurate solutions for 50% or more of your self-service interactions within weeks of launch. Solvvy delivered results like this for many leading brands.”
In short, Ram thinks Zoom Virtual Agent will help online startups expand faster by solving an existential problem for them as quickly as possible, while helping companies save money in general, possibly by cutting personnel costs.
A 50% success rate may not be as impressive as Ram seems to think, but previous Solvvy clients seem convinced.
“We have always enjoyed working with Mahesh and his team, who helped us improve our support with self-service rates that exceeded our expectations. We are excited to see what that same team has done with the new Zoom Virtual Agent,” said Marissa Morley, CX tool specialist for mobile ticketing platform SeatGeek.