Zoom Virtual Agent (ZVA) 3.0 version, AI virtual assistant for Zoom's customer care department, with the goal of helping businesses solve customer problems right from the first contact, limiting information repetition and seamless transfer to direct support staff.
ZVA 3.0 can work on both voice and chat interfaces. The system is upgraded with the ability to analyze documents, forms, images and serial numbers provided by customers to extract relevant data and automatically activate processing procedures. Tasks that previously required manual checks can now be automated.
Zoom said new features will be widely deployed in the next few months, in the context that many businesses are under pressure to optimize costs and automate customer service as demand increases sharply.
A survey authorized by Zoom shows that 43% of users complain that chatbots do not solve the problem, 38% feel uncomfortable because they fall into a dialogue loop, and 37% have to repeat information many times.
ZVA 3.0 is designed to overcome these bottlenecks by coordinating multi-step processes across multiple systems.
Mr. Chris Morrissey, General Director of Zoom CX, said that the new virtual assistant can continuously learn from solutions offered by humans, while providing comprehensive data transparency, decision logic and processing flow behind each automated action.
ZVA 3.0 is built on Zoom's AI Companion 3.0 platform, combining internal AI models with large language models from OpenAI and Anthropic.
When integrated with Zoom Contact Centre, the system can learn from requests that have been successfully resolved by employees, and then apply them to similar situations in the future under the supervision of administrators.
According to test results, the "dismatch" rate, i.e., the case where the assistant did not understand the user's request, decreased from 35% to 0%.
The rate of request resolution through self-service tools increased from 0% to 30% in just three months at Zoom's payment department, saving more than 1,000 working hours per month.
Zoom said that CX groups can audit, fix problems and fine-tune automation policies to ensure accuracy and consistency over time.
With a continuous feedback loop between humans and AI, ZVA 3.0 is expected to help businesses minimize repeated contacts, improve customer experience and optimize operational efficiency.
