Zoom Unveils Virtual Agent 2.0 to Deliver Smarter, Autonomous Customer Support with Agentic AI

Zoom Communications, Inc. has officially launched Zoom Virtual Agent 2.0, an advanced iteration of its self-service virtual agent, now powered by agentic AI. The enhanced platform is designed to deliver intelligent, autonomous customer support across both chat and voice channels, empowering organizations to streamline customer service while enhancing experience quality.

“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 legacy chatbots, Zoom Virtual Agent 2.0 goes beyond scripted responses. It can autonomously handle intricate tasks such as return processing, appointment scheduling, and account updates. With enhanced capabilities in contextual understanding, memory, and decision-making, the platform ensures fluid, brand-consistent interactions—reducing the need for live agent intervention and increasing overall resolution efficiency.

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This launch comes at a pivotal moment, as organizations accelerate their adoption of AI-driven automation. In 2025, an estimated 85% of customer service leaders are expected to pilot or implement conversational generative AI solutions, highlighting a major industry shift toward scalable, intelligent self-service.

Elevating Self-Service for Both Customers and Businesses

Zoom Virtual Agent 2.0 is engineered to deliver high-impact outcomes across the customer service lifecycle—blending AI-powered automation with a human touch. Its benefits span key operational and strategic objectives:

• Cost Optimization & Revenue Growth: Autonomously resolve complex support tasks, reduce abandonment, and reallocate human agents toward revenue-generating opportunities.
• Enhanced Operational Efficiency: Deliver accurate and timely resolutions for intricate customer requests, boosting productivity and customer lifetime value.
• Superior Customer Experience: Achieve higher ESAT and CSAT scores through faster issue resolution, fewer escalations, and personalized, brand-aligned interactions—while enabling agents to focus on high-value customer engagements.

Zoom Virtual Agent 2.0 integrates natively with Zoom Contact Center and seamlessly connects with major platforms including Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, and Genesys Cloud. This ensures a frictionless deployment and management experience across enterprise CX ecosystems.

By combining next-generation AI capabilities with a user-centric design, Zoom is redefining what’s possible in customer support automation—helping brands deliver scalable, proactive service that exceeds modern customer expectations.