Zoom adopts collaborative AI approach for intelligent user experiences, says India head

Time of India

2 days ago

NEW DELHI:
Zoom Communications
has adopted a collaborative
AI
approach to deliver flexible and intelligent experiences to its customers, according to a senior company executive.
'We have adopted a unique federated AI approach.
Zoom AI Companion
leverages our proprietary LLMs alongside trusted industry models like those from OpenAI and Anthropic. What sets us apart is the openness — customers can even bring their own AI models, within certain technical boundaries. With our new custom AI feature, we now enable orchestration across multiple AI agents, addressing diverse needs with agility and scale,'
Sameer Raje
, general manager & head (India & SAARC Region),
Zoom
Communications, told ETTelecom in an interview.
'AI is going to simplify our lives and probably not going to take away our jobs or take away the creativity of the human element. But it's going to — at least in the near future or in the interim — make our lives much better and simpler,' he said.
The company on Wednesday announced the launch of Zoom
Contact Center
in India, an AI-first, omnichannel contact center-as-a-service solution (CCaaS) optimised for video. The contact center will support various channels, including voice, video, virtual agents, social media, email and messaging apps.
AI is transforming the future of
customer engagement
and Zoom Contact Center is at the forefront of that shift.
'With intelligent self-service, predictive analytics and auto-summarisation, AI is driving greater efficiency, enhancing agent productivity and elevating customer satisfaction. Customers move effortlessly across channels without needing to repeat themselves, thanks to complete interaction visibility for agents,' Raje said.
According to him, this results in a unified, intelligent workflow that delivers a holistic experience, seamlessly connecting people, processes, and data beyond the traditional contact center to empower agents and drive collaboration across the organisation.
Zoom's bring your own carrier (BYOC) capabilities will allow businesses to retain their existing public switched telephone network (PSTN) service provider while routing voice traffic through the Zoom contact center cloud.
The company also announced expansion of Zoom Phone service to four major metro telecom circles in India — Mumbai, Delhi NCR, Karnataka (Bengaluru) and Andhra Pradesh & Telangana (Hyderabad), after securing necessary license from the
Department of Telecommunications
(DoT). This service is already available in the Maharashtra and Tamil Nadu (Chennai) circles.
The US-listed cloud communication solutions provide plans to bring Zoom Phone to additional telecom circles across India, accelerating its commitment to make AI-first modern telephony available to more organisations.