Zoom unveils Virtual Agent 2.0 to power smarter, autonomous customer support via next-gen agentic AI

Core Insights - Zoom Communications, Inc. has launched Zoom Virtual Agent 2.0, an advanced self-service virtual agent powered by agentic AI, enhancing customer support experiences across chat and voice channels [1][2] Group 1: Product Features - The upgraded Zoom Virtual Agent autonomously handles complex tasks such as processing returns, updating accounts, and booking appointments, significantly reducing the need for human agent escalation [2][4] - It utilizes advanced reasoning, memory, and context-aware conversations to provide seamless interactions aligned with brand identity [2][5] Group 2: Market Demand - In 2025, 85% of customer service leaders are expected to explore or pilot customer-facing conversational generative AI solutions, indicating a strong market trend towards intelligent automation [3] Group 3: Business Benefits - The new Zoom Virtual Agent enhances customer service experiences while improving efficiency in customer experience (CX) organizations by combining scalable automation with proactive reasoning [4][7] - It aims to reduce costs and drive revenue by increasing self-service containment and improving customer lifetime value through accurate, personalized support [7]