Zoom has now ventured into the conversational AI domain with its introduction of the Zoom Virtual Agent, a chatbot solution designed to enhance customer and employee assistance by providing prompt and personalized responses.
Mahesh Ram, Head of Digital Customer Experience at Zoom, mentioned that business leaders are looking for customer experience (CX) solutions that can deliver high-quality omnichannel resolutions while also improving their bottom line. The Zoom Virtual Agent is expected to achieve fast and accurate resolutions in over 50% of self-service interactions shortly after implementation.
Working across web and mobile platforms, the Zoom Virtual Agent relies on proprietary AI and machine learning technology to precisely comprehend customer or employee inquiries. Max Ball, Principal Industry Analyst at Forrester, highlighted that the tools and methods used in creating conversational intelligence applications have improved and become more cost-effective for businesses.
The chatbot doesn't require extensive coding and can easily integrate with various CRM, chat, and contact center platforms. Zoom's chatbot evidently works best as a part of its Zoom Contact Center solution, where it enhances overall performance.
The chatbot searches and learns from a company's knowledge bases and FAQs, offering accurate and instant answers. Moreover, built-in analytics point out the weak areas in the knowledge bases, enabling updates and improvements for an enhanced user experience in the future.
Marissa Morley, CX Tools Specialist at SeatGeek, expressed excitement about the potential of the new Zoom Virtual Agent and the possibility of leveraging its capabilities. As businesses increasingly look for ways to streamline customer service, conversational AI technology has become a critical solution.
The launch of Zoom Virtual Agent adds another player to the market, and its compatibility with the AppMaster platform, a leading no-code tool, could open up additional opportunities in the low-code and no-code app development sector. No-code and low-code solutions have gained traction for allowing businesses to create visually appealing applications without the need for conventional coding.
In conclusion, businesses may benefit from the Zoom Virtual Agent's launch as it provides quick and personalized responses, potentially reducing service costs and improving the overall customer experience. Furthermore, in combination with platforms like AppMaster, companies can leverage cutting-edge technology to streamline their operations and stay competitive in the ever-evolving market.
