Zoom’s Virtual Agent: A Case Study in Successful Implementation and Results

Are you tired of customer experience vendors who talk the talk but don’t walk the walk? Look no further than Zoom, a company that not only offers conversational AI solutions but also uses them in their own operations with impressive results.

Many customer experience vendors tout the benefits of conversational AI but fail to implement them effectively in their own operations. Zoom, on the other hand, has its virtual agent front and center on its website, responding in natural language and providing both rule- and generative-based conversational experiences.

The results speak for themselves. Since implementing their virtual agent, Zoom has seen a 97 percent self-service resolution rate, a 28 percent increase in CSAT, a 35 percent decrease in query no-match rates, and a decrease in average handling times. These impressive outcomes have transformed their customer service operations and driven positive results.

Zoom’s journey to implementing their own virtual agent began with leveraging a third-party solution before realizing the need for a more scalable and reliable option. This led to the acquisition of Solvvy, which has since evolved into the Zoom Virtual Agent, offering advanced features like out-of-the-box integrations, SDK support, and contextual live agent handoffs.

One of the most notable features of the Zoom Virtual Agent is its use of generative AI, which allows it to quickly learn from CRM and knowledge base data and provide tailored responses. This level of personalization has led to significant improvements in CSAT scores and customer satisfaction.

Zoom’s modular approach to conversational AI allows them to tailor their virtual agent to specific contact reasons, choosing between generative and rule-based flows as needed. This customer-centric approach has been key to their success in driving positive outcomes and improving customer satisfaction.

If you’re looking to achieve similar results with a virtual agent, consider learning more about Zoom’s Virtual Agent offering. By practicing what they preach and using their own solutions effectively, Zoom has set a high standard for customer experience vendors everywhere. Visit their website to learn more about how their virtual agent can transform your customer service operations.