Latest news with #ZoomAIStudio
Mid East Info
3 days ago
- Business
- Mid East Info
Zoom Reimagines Customer Experience With Agentic AI - Middle East Business News and Information
Zoom CX solutions deliver smarter self-service and AI-first tools for customers and contact center supervisors Dubai, United Arab Emirates. June 2025: Today, 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. 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. Turning insight into action with AI-first supervisor tools: Zoom's new analytics and quality management updates give CX leaders the visibility and speed they need to drive meaningful improvements across their contact center operations, enabling simplified workdays for supervisors, expedited contact center agent upskilling, and, ultimately, increased customer satisfaction CX Analytics, now available, delivers the next generation of Zoom Contact Center reporting with enhanced data visualization, customizable dashboards, and journey-level insights across both Zoom Phone and Zoom Contact Center. Designed to align with widely accepted industry benchmarks, CX Analytics helps teams assess operational efficiency, agent engagement, and service quality across the Zoom Contact Center platform. Contact center supervisors can tailor visualizations to match their business needs, dive deeper into multi-channel trends, and use real-time or historical views to identify patterns over time. CX Insights, a new intelligence hub for the Zoom CX suite, uses generative AI to automatically analyze data, uncover hidden trends, and surface actionable insights. Contact center leaders and agents will receive AI-powered recommendations in real time to help improve agent performance, customer satisfaction, and operational efficiency. CX Insights is planned to be available later this year. AI Scheduling, now available, leverages AI to manage the entire forecasting and scheduling process. First, AI creates a forecast (short or long-term) based on customer interaction history. Then, AI Scheduling automatically creates shifts and assigns agents to those shifts based on preferences like preferred start times. This helps save WFM managers' time by reducing setup and configuration time and automating shift adjustments. AI Topic Detection, now available in Zoom Quality Management, automatically identifies trending themes in customer interactions so supervisors can isolate and analyze issues in real time. Traditional topic detection requires supervisors to preemptively identify topics and map keywords and phrases to them. AI Topic Detection intelligently associates natural language with trending themes, eliminating configuration work and allowing for organic topic discovery. These trends can then be taken back to the organization to address common customer issues to get ahead of future pain points. Advanced Quality Management, now available with Zoom Contact Center Elite licenses or as an add-on at $60 per seat, includes: Auto QM — Uses generative AI to automatically score up to 100% of customer interactions. It replaces manual sampling and removes bias while increasing visibility into agent performance, providing supervisors with a clear readout of where agents can improve to offer more upskilling of talent. Ask QM — A conversational interface that lets supervisors search transcripts by asking questions like, 'What caused low sentiment on this interaction?' or 'What did my agent do well on this call?' This allows supervisors to spend less time identifying potential issues and more time enhancing contact center operations. These tools shift contact center operations from reactive to proactive, enabling faster feedback loops, data-driven coaching, and ongoing process improvement.
Techday NZ
22-04-2025
- Business
- Techday NZ
Zoom unveils Custom AI Companion & task features for users
Zoom has released a range of new AI features aimed at enhancing productivity and collaboration across its platform. The company announced the launch of Custom AI Companion, Zoom Tasks, AI-powered calendar scheduling, and other tools for Zoom Workplace users. These additions are designed to enable the intelligent automation of daily workflows, task management, and enhanced team communication. Custom AI Companion enables organisations to customise AI agents and workflows using the Zoom AI Studio. This paid add-on launches as a low-code, drag-and-drop solution for administrators seeking to tailor AI skills and agents to their specific operational requirements. It comes with integrations to external AI agents and protocols from third parties such as Anthropic and Google, which will become available this summer. According to Jeff Smith, Head of Product for Workplace AI, Meetings, and Spaces at Zoom, "A year ago, we launched Zoom Workplace's AI-first capabilities, transforming how users work—helping them get more done, drive better results, and strengthen their relationships at work. AI Companion became a personal assistant across Zoom Workplace, plugging into all your favourite apps like Outlook, Office, Gmail, Google Calendar, and Google Docs." "Last month, we announced that AI Companion now includes a set of agentic skills so it can understand, plan, and get things done with minimal input from the user. We're further delivering on that promise by launching Custom AI Companion, agentic AI, and many other features. We continue to push the boundaries of innovation to bring our customers the very best AI-first solutions that drive productivity and collaboration." Zoom Tasks is the company's new AI-first task management system. It is designed to help users track, manage, and complete tasks that arise from meetings, chat, and, in future updates, email. Zoom AI Companion supports the process by surfacing action items from meeting summaries or chats, converting them into actionable tasks, and recommending next steps to help with completion. Users can view all tasks in a centralised tab or embed them in a Zoom Doc for easier tracking. The AI Companion can also automatically assign tasks based on context, summarise task progress, and share responsibilities among team members. These capabilities are now available to Zoom Workplace users, with AI functionalities offered to eligible paid plan holders. To further facilitate in-person interactions, the Voice Recorder, powered by AI Companion, will allow users to transcribe and summarise conversations outside of Zoom Meetings or Zoom Phone calls. The feature will become available on mobile platforms later this month and in Zoom Rooms during the summer. Zoom Team Chat has received several updates, including enhanced translation using the platform's own Small Language Model, which now supports improved translation from eight languages into English. Additionally, users can now mention and share contacts of individuals outside a chat or channel without needing to add them. They can instruct AI Companion to schedule meetings with multiple participants using data from across the platform. During meetings, users have the option to create private chats with individual participants or subgroups and can add custom names to organise multiple private discussions better. The Zoom AI Studio now offers organisations the ability to create meeting summary templates through the Custom AI Companion add-on. This allows administrators to shape the format and content of meeting summaries generated by the AI. Organisations can also connect a range of enterprise data sources to the AI Companion via the Bring Your Own Index feature. This integration works with services such as Amazon Q Business or Glean, enabling relevant documents, emails, and project information to be surfaced in real time during Zoom Meetings. Zoom Clips now supports using custom avatars generated by AI. Users can create avatars in their likeness, provide a transcript, and have the AI Companion produce a video clip on their behalf. The avatars come with security measures, such as gesture detection and watermarks, to safeguard authenticity and indicate the AI origin of the content. The Custom AI Companion add-on is priced at USD $12 per user per month, with additional features expected to become available in the coming months. Custom avatars for Zoom Clips are available with the add-on and will be offered separately in May. The Zoom Whiteboard tool has been enhanced with improved template features, including sticky notes and emoji stacks. It now supports board conversion from third-party providers such as Miro, Mural, and Lucid. AI Companion can also summarise Whiteboard content. Other updates include the introduction of Online Fax via Zoom Phone, integration of AI-generated call summaries into Salesforce, prioritisation of urgent voicemails, and the ability for Workvivo AI to assist with company communications and content creation. Zoom has expanded its offerings for contact centres and sales teams, delivering workforce management enhancements and a new AI playbooks feature for Zoom Revenue Accelerator. The AI playbooks can automate sales methodologies, surface key customer insights, and improve CRM accuracy by reducing manual data entry. Deal Explorer provides a natural language search of opportunity lifecycle data, giving sales teams actionable insights more efficiently. Aimed at frontline workers, Zoom has launched Zoom Workplace for Frontline and Zoom Workplace for Clinicians. The former is a mobile solution that provides communication and work management tools, while the latter, in partnership with Suki, delivers AI-generated clinical notes for healthcare professionals. These new capabilities are available as part of Zoom Workplace, with specific functionalities accessible depending on plan or add-on selection.
