Zoom has unveiled Zoom Virtual Agent 3.0 (ZVA), an advanced virtual assistant designed to improve customer service by ensuring genuine issue resolution. Responding to a Morning Consult report, which revealed that 43% of consumers find chatbots unhelpful, ZVA shifts focus from mere task handling to the “resolution economy.” Notably, the upgraded AI framework can manage multi-step workflows across various systems, such as CRM and billing. For instance, ZVA can process warranty claims in one interaction, reducing customer frustration by eliminating repetitive explanations when escalated to human agents. Key upcoming features include multimodal LLM intelligence for processing various document types, continuous learning from human agent interactions, and proactive engagement to provide timely assistance. Early internal metrics show ZVA’s effectiveness, with a no-match rate dropping from 35% to 0% and a 30% deflection rate in Zoom’s billing team. This positions ZVA 3.0 as a significant advancement in automation for contact centers.
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