זום מציגה את הדור הבא של Zoom Virtual Agent לאוטומציה
של פתרון בעיות מקצה לקצה עבור לקוחות
- יכולות חדשות של סוכנים וירטואליים
מפחיתות את מאמצי הלקוחות, מונעות פניות חוזרות ומעניקות למנהלי השירות ביטחון
להרחיב את האוטומציה
- כאשר 43% מהצרכנים אומרים שצ'אטבוטים
לא מצליחים לפתור את הבעיות שלהם, Zoom Virtual Agent 3.0 יכול לעזור לארגונים לסגור את
הפער הזה.
סן חוזה, קליפורניה, 24 בפברואר 2026 (GLOBE
NEWSWIRE) –
חברת
Zoom
Communications, Inc. (נאסד"ק: ZM) חשפה היום אתZoom Virtual
Agent 3.0 (ZVA), ההתפתחות הבאה באוטומציה של סוכנים.ZVA מציג ארכיטקטורת ביצוע חדשה ויכולות בינה מלאכותית מורחבות שנועדו לפתור בעיות
של לקוחות מקצה לקצה, להעביר בצורה חלקה לסוכנים אנושיים ולעזור לארגונים לעבור מאינטראקציות
שירות טרנזקציונליות ליחסי לקוחות מחוברים.
Zoom introduces next-gen Zoom Virtual Agent to automate end-to-end customer resolution
- New virtual agent
capabilities reduce customer effort, prevent repeat contacts, and give
service leaders confidence to scale automation
- With 43% of consumers saying
chatbots fail to resolve their issues, Zoom Virtual Agent 3.0 can help
organizations close that gap
SAN JOSE, Calif., Feb. 24, 2026
(GLOBE NEWSWIRE) –
Today Zoom
Communications, Inc. (NASDAQ: ZM) unveiled Zoom Virtual
Agent 3.0 (ZVA), the next evolution
in agentic automation. ZVA introduces a new execution architecture and expanded
AI capabilities designed to resolve customer issues end to end, seamlessly hand
off to human agents, and help enterprises shift from transactional service
interactions to connected customer relationships.
Organizations face growing
pressure to automate more customer service interactions as volumes rise and
cost efficiency becomes a priority. Enterprises are entering what Zoom calls
the “resolution economy,” where competitive advantage is defined not by speed,
but by first-contact resolution, reduced repeat contacts, and end-to-end
workflow completion. Yet disjointed virtual agents can get stuck in silos,
unable to seamlessly transfer full context to human agents, creating
bottlenecks for complex issues. A recent Morning Consult report
commissioned by Zoom found that the top three chatbot frustrations among the
groups surveyed are failure to resolve the issue (43%), getting stuck in a loop
(38%), and having to repeat information (37%).
“Agentic AI was just the
beginning,” said Chris Morrissey, general manager of Zoom CX. “Zoom
Virtual Agent 3.0 orchestrates multi-step workflows across systems,
continuously learns from human resolutions, and provides full transparency into
every agentic action. This allows organizations to confidently automate complex
interactions. It’s more than a product update, it’s another step toward more
connected customer relationships, where AI and humans work together to resolve
issues faster and build trust.”
What's new in Zoom Virtual Agent
3.0
The next evolution of Zoom
Virtual Agent operates across voice and chat, and introduces a new execution
architecture designed to automate complex, cross-system interactions with
enterprise governance. Unlike competing solutions focused primarily on conversational
containment, ZVA is built for execution and resolution, securely orchestrating
multi-step actions across systems with observability, control, and measurable
outcomes. The following new features are now available:
- Enhanced AI execution
framework: Zoom
Virtual Agent 3.0 is built on the latest Zoom AI Companion 3.0
architecture, allowing multi-step workflows to run across compatible CRM,
billing, order management, and other enterprise systems with full
observability and governance. This extends Zoom’s agentic AI capabilities
by enabling full-cycle resolution rather than just single-step responses.
- Agent journey transparency
and governance enhancements: Account admins can now see
the data sources, decision logic, and workflow paths behind automated
actions. CX teams can audit performance, troubleshoot breakdowns, and
refine automation policies, enabling responsible scaling without
sacrificing adherence or control.
The following next-generation
enhancements, expected to be generally available in Spring 2026, will expand
ZVA’s ability to handle more complex workflows while improving reliability,
oversight, and operational efficiency:
- Multimodal large language
model (LLM) intelligence: ZVA will be able to interpret and act on
customer-submitted documents, images, and structured identifiers such as
serial numbers and forms. By extracting relevant data directly from visual
and document inputs, the virtual agent can automate service scenarios that
previously required manual review, helping reduce customer effort and the
need for escalation.
- Continuous learning: When integrated with
Zoom Contact Center, ZVA extracts insights from escalated engagements that
human agents successfully resolved and applies those validated
recommendations, with oversight and controls, to similar future requests.
This creates a structured feedback loop based on human-agent resolutions,
reducing repeat contacts and improving resolution consistency over time.
- Proactive outbound
engagement: The
virtual agent can initiate contact, confirm updates, and complete tasks
based on known events. This helps organizations resolve issues before
customers reach out, reducing inbound volume and customer effort.
Zoom Virtual Agent in action
Modern customer issues rarely fit
into a single scripted response. Zoom Virtual Agent (ZVA) is designed to move
beyond basic automation, including authenticating users, interpreting inputs,
orchestrating backend systems, and completing real business actions within a
single, connected workflow.
By reducing repetitive steps and
minimizing handoffs, ZVA helps increase first-contact resolution while lowering
handling time and operational effort. An example of this is below:
- Scenario: End-to-End
Warranty Fulfillment
- When a customer submits a
warranty claim, ZVA can authenticate the user, extract a serial number
from an uploaded image, validate eligibility across backend systems,
schedule device pickup, initiate a replacement order, and confirm
shipment, all within one continuous interaction.
- If escalation is required,
the complete workflow history, including verified inputs and actions
already taken, transfers seamlessly to a live agent. The customer does
not need to repeat information or restart the process, accelerating
resolution and improving the overall experience.
Raising the bar for resolution
As organizations automate more
interactions to manage rising volumes and cost pressures, performance is
increasingly measured by resolution quality — not containment rates alone. In
the resolution economy, automation must accurately interpret intent, execute
across systems, and meaningfully reduce operational load.
Zoom is already seeing measurable results
internally after implementing the latest updates to ZVA in its own virtual
agents:
- Query understanding
accuracy: Zoom’s
no-match rate (the percentage of total conversation turns in which a
virtual agent failed to understand the user's input) has dropped from 35%
to 0%, meaning almost all customer requests are accurately interpreted on
the first attempt, reducing repeat queries and friction.
- Significant time savings: On Zoom’s billing
team, deflection rates (measuring the percentage of customer support
inquiries resolved through self-service tools) rose from 0% to 30% in just
three months, saving over 1,000 agent hours per month.
Zoom Virtual Agent 3.0 reflects
Zoom’s broader ambition to power intelligent, connected customer experiences
where AI and human agents work together to complete complex interactions with
speed, transparency, and trust. This is automation designed not just to scale,
but also to earn trust with every interaction.
See Zoom Virtual Agent in action
Read the Zoom blog to
see how ZVA supports Zoom’s own customers by improving resolution at scale, and
stop by Zoom’s booth (#519) at Enterprise Connect 2026, March 10–12 in Las
Vegas, to see a live demo.
About Zoom
Zoom (NASDAQ:ZM) provides the
AI-first, open work platform built for human connection and purposefully
designed to move conversations to completion. From entrepreneurs to global
enterprises, customers choose Zoom to seamlessly collaborate, communicate, and
drive outcomes across meetings, chat, phone, contact center, events, and more —
all with the built-in assistance of Zoom AI Companion. Founded in 2011, Zoom is
headquartered in San Jose, CA. For more information, visit zoom.com.
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