Zoom has unveiled new AI capabilities for Zoom Virtual Agent (ZVA), its conversational AI-powered virtual agent designed to comprehensively resolve customers’ inquiries and needs.
The new functionalities, highlighted by Agent Architect and Agent Performance Suite, along with the enhancements introduced in Zoom CX’s customer context layer, enable organizations to rapidly create and deploy AI agents, continuously optimize their performance, and deliver more personalized experiences across multiple channels.
The first wave of AI adoption in the customer experience (CX) space has largely focused on speeding up deployments to gain efficiency and reduce costs. The current challenge is to go beyond deployment and be able to measure the actual performance of AI agents, ensure service quality, and deliver personalized experiences at scale.
Zoom CX connects the entire lifecycle of AI-based automation, from agent creation and customer context management to performance optimization, to help organizations deliver more effective experiences and better business outcomes.
“AI has profoundly accelerated the evolution of the customer experience sector, and organizations that don’t focus on outcomes risk falling behind,” says Chris Morrissey, CEO of Zoom CX. “It is no longer about deploying AI to gain efficiency, but about having the context necessary to personalize every interaction at scale. The challenge is to bridge the gap between speed and sophistication, and Zoom CX helps close that gap so teams can tailor better, respond faster, and achieve better results.”
Turn Simple Instructions into Production-Ready AI Agents
Traditional methods for developing AI agents require teams to choose between speed (lightweight agents) and sophistication (which requires advanced technical resources). The new Agent Architect is designed to eliminate that trade-off through a generative approach to AI agent creation. Rather than designing workflows manually, teams can start from a simple instruction and let Agent Architect transform it into a production-ready voice or digital agent. Agent Architect interprets the intent, fills in the missing context, and connects the right capabilities and data sources to generate advanced workflows with minimal manual intervention.
AI Agent Architect can create autonomous agents capable of guiding customers through complex requests, determining the next best action, and coordinating tasks across different systems and tools. Instead of following rigid scripts, these agents can collect the necessary information, adapt to each customer’s needs, and act to move toward resolution of issues.
Before deployment, teams can review and refine agent behavior to align with business requirements, customer expectations, and compliance standards.
By transforming simple instructions into production-ready customer journeys, AI Agent Architect helps organizations accelerate the deployment of AI solutions, expand self-service capabilities, and deliver faster resolutions across the entire customer journey.
Better AI Performance for Better Outcomes
Zoom has also announced Agent Performance Suite, a new solution for Zoom Virtual Agent designed to give CX leaders a clearer view of what’s working, where automation has gaps, and how to improve customer outcomes over time.
As organizations expand the use of AI in their customer service operations, greater visibility becomes increasingly important. Teams need tools that let them evaluate performance, identify gaps in automation processes, and scale AI usage with confidence while maintaining service quality. Agent Performance Suite combines Agent Performance, Quality Management for Zoom Virtual Agent, and KB Suggestions to help organizations test, measure, and continuously optimize AI-powered customer service.
Agent Performance: Test, Validate, and Optimize AI Agents:
- Allows testing and optimizing AI agents across their entire lifecycle by simulating realistic customer interaction scenarios before deployment and comparing simulation results with actual production results. This helps teams identify improvement opportunities, validate performance, and expand use cases with better outcomes.
- Includes real-time dashboards that provide visibility into operational metrics of active AI agents, including resolution and containment rates.
Quality Management: Expand Consistent Evaluation Standards
- Allows evaluating interactions managed by AI, by human agents, or through hybrid models using the same quality standards, to understand what’s working, where customers struggle, and what aspects require improvement. By applying uniform criteria to AI, human, and hybrid interactions, organizations can deliver more consistent customer experiences, regardless of how each issue is resolved.
KB Suggestions: Bridge Knowledge Gaps Between Agents
- Teams can also use KB Suggestions alongside Zoom Contact Center to extend and improve self-service content. Zoom Virtual Agent can identify agent-assisted resolutions and generate draft knowledge base articles that can be reviewed and published. Over time, this helps improve consistency in incident resolution, reduce repeated contacts, and steadily strengthen the effectiveness of AI-powered customer support.
- Agent Performance Suite helps organizations establish a continuous improvement loop where every interaction, whether AI-managed, human-assisted, or hybrid, can be measured, evaluated, and used to improve customer outcomes.
- Additionally, Zoom Virtual Agent now includes a value-based pricing option, giving customers a new way to simplify billing and tie AI investment to the business value generated. Under this model, pricing is based on interactions resolved or properly routed through voice and chat channels.
Scaling AI-Powered Services Across All Locations
Organizations with multiple sites often face a tough choice: maintain a uniform customer experience across locations or tailor it to local needs. Zoom Virtual Agent’s multi-location deployment capability removes this constraint by letting organizations design a single AI-driven customer experience and deploy it across their entire network of centers or locations.
With centralized management, teams can maintain uniform service quality standards, governance, and automation workflows across locations while allowing each site to tailor elements such as phone numbers, welcome messages, department routing, or knowledge bases to local customer needs. Native integration with Zoom Phone or Zoom Contact Center, along with centralized administration, simplifies deployment and provides a unified view of all locations.
For example, a retail chain can deploy a single AI agent across hundreds of stores, while allowing each location to personalize responses based on its inventory, promotions, and specific policies. Customers can upload a photo to identify a product, check its availability, resolve purchase-related issues, or receive personalized recommendations, while corporate teams maintain centralized governance and visibility over the entire network.
Whether supporting retail locations, healthcare facilities, university campuses, franchise networks, or other distributed operations, Zoom Virtual Agent multi-location deployments enable organizations to scale AI-powered services efficiently without having to create and maintain separate agents for each location.
Smarter Interactions at Every Customer Touchpoint
These capabilities help organizations create, measure, and optimize AI-powered customer service. To make these experiences even smarter, Zoom CX is expanding the customer memory that drives each interaction.
Zoom CX maintains context within a conversation and across conversations, preventing customers from having to repeat information when moving from a virtual agent to a human agent. Now, that memory goes a step further: it dynamically captures the context of prior interactions and combines it with AI reasoning capabilities to build, over time, a richer and smarter understanding of each customer. It’s not simply static data retrieval, but a living layer of context that fuels AI recommendations, agent guidance, and routing decisions in Zoom Virtual Agent, Zoom Contact Center, and Zoom AI Expert Assist.
By bringing together virtual agents, human agents, and AI-powered assistance on a connected platform, Zoom CX enables that accumulated intelligence to flow naturally through the customer journey. Thus, each new interaction starts not only from what’s happening at that moment, but also from the entire prior history of the relationship with the customer.
Linking AI-Driven Automation to Better Customer Outcomes
With these innovations, Zoom CX helps companies create, manage, and optimize AI-powered customer service at scale. By combining the customer context, agent creation, performance optimization, and quality management, organizations can deliver more effective experiences and achieve better outcomes over time.
The next stage of AI-driven customer service will be defined not by the number of agents organizations deploy, but by how effectively they harness AI to solve their customers’ needs. Zoom CX helps organizations connect interactions, context, and actions to deliver better service, speed up incident resolution, and generate measurable business impact.
