en.Wedoany.com Reported - Zoom Communications, Inc. (Nasdaq: ZM) has announced several new features for its AI-powered virtual agent product, Zoom Virtual Agent (ZVA), including Agent Architect and Agent Performance Suite, along with enhancements to the CX customer context layer. These features are designed to help organizations build and deploy AI agents more quickly, continuously optimize performance, and deliver more personalized customer experiences across channels.
The first wave of AI applications in the customer experience (CX) space has primarily focused on improving efficiency and reducing costs through deployment. Zoom's new features aim to help organizations move beyond the initial launch phase, effectively measure AI agent performance, maintain service quality, and deliver personalized services at scale. By integrating the full lifecycle of AI automation—including agent creation, customer context, and performance optimization—the Zoom CX platform helps organizations achieve better customer service outcomes. Chris Morrissey, General Manager of Zoom CX, stated that AI has significantly accelerated the development of the CX field, and organizations that do not focus on outcomes will fall behind. The current challenge is no longer just deploying AI to improve efficiency, but leveraging contextual information to drive personalized experiences at scale, and Zoom CX eliminates the trade-off between speed and complexity.
Agent Architect uses generative AI technology to resolve the conflict between speed and complexity when creating AI agents. Instead of manually designing workflows, teams simply input a brief prompt, and the tool expands it into a production-ready voice or digital agent. Agent Architect can understand customer intent, supplement missing context, and connect the right functions and data sources to generate complex workflows with minimal manual effort. The resulting autonomous agents can guide customers through complex requests, determine the next best action, and orchestrate tasks across systems and tools. Before deployment, teams can review and adjust agent behavior to align with business needs, customer expectations, and compliance standards.
Zoom has also launched Agent Performance Suite, a new product module for Zoom Virtual Agent designed to help CX leaders gain clear insights into AI agent effectiveness, identify areas with insufficient automation, and continuously improve the customer experience. The suite includes three sub-features: Agent Performance tests and optimizes agent performance throughout the lifecycle by simulating real customer scenarios before deployment and comparing them with actual production results, using real-time dashboards to view operational metrics such as resolution rate and retention rate; Quality Management for Zoom Virtual Agent uses unified quality standards to evaluate AI, human, and hybrid interactions; and KB Suggestions automatically identifies successful human solutions and drafts new knowledge base articles for team review and publication when Zoom Virtual Agent is connected to Zoom Contact Center. Additionally, Zoom Virtual Agent now offers outcome-based pricing options, with pricing tied to resolved or successfully routed interactions in voice and chat.
Zoom Virtual Agent also supports multi-location deployment. Through centralized management, organizations can maintain consistency in service quality, governance, and automated workflows across locations while allowing each site to customize phone numbers, greetings, department routing, and knowledge bases based on local customer needs. For example, a retailer can deploy a single AI agent to hundreds of stores while allowing each store to tailor responses based on its own inventory, promotions, and policies.
Zoom CX is deepening its customer memory capabilities to enhance the intelligence of every interaction. The platform dynamically captures context from past interactions and combines it with AI reasoning to build a deep understanding of each customer over time. This active context layer supports AI recommendations, agent guidance, and routing decisions within Zoom Virtual Agent, Zoom Contact Center, and Zoom AI Expert Assist. The new features for Zoom Virtual Agent are now available.
Zoom (Nasdaq: ZM) is headquartered in San Jose, California, and was founded in 2011. It provides collaboration and communication solutions, including meetings, phone systems, and contact centers, for customers ranging from entrepreneurs to global enterprises.
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