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

Rhea-AI Summary

Zoom (NASDAQ: ZM) has launched Virtual Agent 2.0, an advanced AI-powered customer service solution that represents a significant upgrade to their self-service platform. The new system leverages agentic AI to autonomously handle complex customer support tasks across chat and voice channels, featuring HD-quality neural voices and advanced reasoning capabilities. Unlike traditional chatbots, Virtual Agent 2.0 can independently process returns, update accounts, and book appointments without human intervention. The system integrates with Zoom Contact Center and major platforms like Salesforce and Microsoft Dynamics. This launch aligns with industry trends, as 85% of customer service leaders plan to explore conversational generative AI solutions in 2025. The upgrade aims to reduce costs, improve customer experience metrics, and increase operational efficiency while allowing human agents to focus on higher-value interactions.

Positive

• Advanced agentic AI capabilities enable autonomous handling of complex customer service tasks
• Integration with major platforms including Salesforce, ServiceNow, and Microsoft Dynamics
• Potential for significant cost reduction through increased self-service containment
• HD-quality neural voices and context-aware conversations enhance customer experience

Negative

• Heavy reliance on AI technology may face adoption challenges from traditional customers
• Potential impact on human customer service jobs through automation

Insights

AI and Customer Experience Technology Analyst

Zoom's Virtual Agent 2.0 represents a strategic expansion into agentic AI for customer service, potentially creating new revenue streams amid increasing enterprise automation demand.

Zoom's release of Virtual Agent 2.0 marks a significant expansion beyond its core video conferencing into the high-growth customer experience (CX) automation market. This product evolution from basic chatbot to autonomous agent represents Zoom's strategic pivot toward enterprise AI solutions with higher margins and recurring revenue potential.

The agentic AI capabilities—autonomous task completion, reasoning, and context awareness—address the critical pain point of traditional chatbots: their inability to resolve complex issues without human intervention. By enabling the virtual agent to process returns, update accounts, and book appointments independently, Zoom is targeting the 85% of customer service leaders exploring generative AI solutions in 2025.

This release positions Zoom competitively in the enterprise AI space against both established CX players and newer AI-focused entrants. The native integration with major platforms like Salesforce, ServiceNow, and Microsoft Dynamics demonstrates Zoom's commitment to ecosystem compatibility—essential for enterprise adoption.

For investors, this represents Zoom's continued diversification beyond its pandemic-boosted core offering. The CX market offers substantial growth potential as companies increasingly prioritize automation to manage rising customer service costs. By focusing on reducing costs while improving customer satisfaction metrics (CSAT), Zoom is aligning with enterprise priorities of achieving operational efficiency without sacrificing experience quality.

SAN JOSE, Calif., June 12, 2025 (GLOBE NEWSWIRE) -- Zoom Communications, Inc. (NASDAQ: ZM) today introduced Zoom Virtual Agent 2.0, the next evolution of the company’s self-service virtual agent. Now powered by agentic AI, Zoom Virtual Agent delivers smarter, autonomous self-service experiences across chat and voice channels.

“With the next generation of Zoom Virtual Agent, we’re ushering in a new era of intelligent, proactive customer support, taking customers from frustration to building true connections with brands,” said Chris Morrissey, General Manager of Zoom CX. “Through the agentic AI skills built into its core, Zoom Virtual Agent doesn’t just respond — it takes action on behalf of customers, managing complex inquiries with HD-quality neural voices, significantly minimizing the need for agent escalation. These advanced capabilities transform routine support interactions into exceptional customer experiences.”

Unlike traditional chatbots, the upgraded Zoom Virtual Agent can now autonomously complete complex tasks like processing returns, updating accounts, or booking appointments. With advanced reasoning, memory, and context-aware conversations, it delivers seamless, brand-aligned interactions without requiring human intervention.

The upgraded Zoom Virtual Agent is built to meet the rising demand for fast, accurate, and seamless self-service across channels. In 2025, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions, driving the acceleration of intelligent automation adoption.

Self-service benefits both customers and businesses

The new Zoom Virtual Agent can help deliver premium customer service experiences while driving efficiency in CX organizations by combining natural, fluid, and highly scalable automation with proactive reasoning to autonomously solve complex, end-to-end customer scenarios.

• Reduce costs and drive revenue: Increase self-service containment with autonomous resolution of complex end-to-end tasks; reduce abandonment with a virtual agent that can understand context across interactions to deliver accurate, personalized support; and repurpose agent staffing to focus on growth.
• Improve CX efficiencies: Drive self-service efficiency with customers by delivering accurate resolutions, even for complex requests, and increase the customer lifetime value.
• Deliver exceptional customer experiences: Improve ESAT and CSAT scores with reduced resolution times and reduced escalations; boost brand voice with customized tone and language capabilities; and free human agents to focus on deeper engagement and higher-value customer interactions.
  

Built to meet rising customer expectations and the demand for scalable, intelligent automation, Zoom Virtual Agent integrates natively with Zoom Contact Center and leading platforms like Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud.

The next gen Zoom Virtual Agent with agentic AI is now available. For more details on how Zoom Virtual Agent can unlock more meaningful customer engagement with agentic AI self-service, read the Zoom blog and visit the Zoom website to learn more.

About Zoom

Zoom’s mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at zoom.com.

Contact:
Lacretia Nichols
press@zoom.us

FAQ

What new features does Zoom Virtual Agent 2.0 offer compared to its predecessor?

Zoom Virtual Agent 2.0 offers autonomous handling of complex tasks like processing returns and booking appointments, HD-quality neural voices, advanced reasoning, memory, and context-aware conversations without human intervention.

How will Zoom Virtual Agent 2.0 impact business costs and efficiency?

The system aims to reduce costs by increasing self-service containment, reducing abandonment rates, and allowing human agents to focus on higher-value customer interactions.

Which platforms does Zoom Virtual Agent 2.0 integrate with?

It integrates natively with Zoom Contact Center and platforms like Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud.

What percentage of customer service leaders plan to explore AI solutions in 2025?

According to the press release, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025.

How does Zoom Virtual Agent 2.0 improve customer experience?

It improves customer experience by reducing resolution times, minimizing escalations, providing personalized support, and enabling seamless brand-aligned interactions through customized tone and language capabilities.