Zoom launches AI Virtual Agent to replace human receptionists

Businesses can train Zoom’s AI Virtual Agent with existing documents or websites, creating a scalable, personalised 24/7 concierge without requiring coding expertise.
Zoom’s new Virtual Agent for Zoom Phone can handle customer calls 24/7, greeting and assisting callers autonomously while reducing missed calls and hold times.

Zoom has unveiled its Virtual Agent for Zoom Phone, a 24/7 AI concierge designed to replace or support human receptionists. The tool can greet callers naturally, process requests, and initiate next steps without human intervention, aiming to reduce missed calls and waiting times.

The AI agent is initially available in English, Spanish, French, German, Portuguese, and Japanese, with more languages planned.

Companies can set up the system without coding expertise by training it with existing documents or company websites, allowing for a faster, personalised, and scalable customer experience.

Zoom highlighted use cases across sectors, including booking appointments in healthcare, checking stock and answering retail product queries, and providing financial service updates. The Virtual Agent promises to handle these tasks autonomously, giving businesses greater efficiency and flexibility.

In addition, Zoom has enhanced its AI Companion tool to manage meeting scheduling. The agent can coordinate invites, track responses, and suggest alternatives, freeing teams to focus on discussions rather than logistics.

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