Zoom Reimagines Customer Experience with Agentic AI

By News Desk Last updated Dec 1, 2025

Zoom announced a major advancement for its customer experience platform (ZCX), launching agentic AI capabilities with next-gen contact center solutions — including an upgraded agentic Zoom Virtual Agent— that will reinvent how businesses engage with customers. In addition, Zoom is rolling out new AI tools for real-time analytics and Quality Management (QM) designed to help organizations meet growing customer expectations while reducing operational complexity and cost.

“Agentic AI is unlocking advanced intelligent self-service capabilities, and Zoom CX customers can now harness this technology,” said Smita Hashim, chief product officer at Zoom. “Through our agentic Virtual Agent and effortless AI agent creation with Zoom AI Studio, we aim to empower businesses with AI that proactively takes action on behalf of customers, making it simpler than ever for businesses to deploy scalable, high-quality support solutions.”

Reimagining self-service with agentic AI: Zoom Virtual Agent

The next evolution of Zoom Virtual Agent now embeds agentic AI at its core, allowing it to move beyond answering simple customer questions to deliver real resolutions. It combines natural, fluid, and highly scalable automation with proactive reasoning to autonomously solve complex, end-to-end customer scenarios. Now available across both chat and voice channels, the upgraded Zoom Virtual Agent is built to meet the rising demand for self-service that’s fast, accurate, and seamless across channels. With 85% of customer service leaders planning to explore or pilot customer-facing conversational generative AI solutions in 2025, the urgency to adopt intelligent automation has never been greater. Built natively within the broader Zoom ecosystem, Zoom Virtual Agent integrates effortlessly with Zoom Contact Center to enable smooth, context-rich handoffs between virtual and live agents.

Also Read: TCN Showcases Advanced Business Intelligence Features, Revolutionizing Contact Center Analytics

Zoom Virtual Agent now delivers:

Autonomous resolution of complex end-to-end tasks, such as processing returns, updating account details, or booking appointments, without the need for human intervention.
Advanced reasoning and memory, allowing the Virtual Agent to understand context across interactions, recall recent conversations, and deliver accurate, personalized support, without starting from scratch.
Context-aware, brand-aligned conversations, adapting tone and language to match a brand’s voice while delivering natural, engaging interactions. Uses agentic AI to adjust and determine flow based on customer requests.
Effortless deployment through AI Studio, allowing teams to quickly build and launch specialized virtual agents, accelerating time to value and keeping pace with evolving business and customer demands.

The latest evolution of Zoom Virtual Agent is now available, launching with seamless integration with Zoom Contact Center, Genesys Cloud, and multiple CRMs like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.

SOURCE: Zoom