The world’s number one video conferencing tool recently launched Zoom Virtual Agent, a customer service chatbot.
Unlike conventional chatbots, Virtual Agent does not provide cookie-cutter answers. Instead, it uses machine learning to provide intuitive solutions to customer concerns.
As a result, it can significantly reduce your customer support team’s workload. Even better, Zoom says its AI chatbot easily integrates with popular CRMs like Zendesk.
What are the features of Zoom Virtual Agent?
Zoom trained its Virtual Agent similarly to other companies. It created algorithms and trained its app on a massive database to understand how to respond to client concerns.
Ask Zoom VA a question, and it will provide an answer. It is a step over other chatbots that make users choose from predetermined questions and answers.
More importantly, the AI chatbot may ask follow-up questions. For example, say, “My order hasn’t arrived yet,” and it will ask for your email address.
Provide that information, and Zoom Virtual Agent will automatically check your orders. Then, it would ask you to confirm which items haven’t arrived yet.
Specify the missing item, and the VA will tell you when the product will arrive. Next, it would ask you to confirm if it has solved your problem.
Another useful feature is its intelligent hand-offs. Zoom knows that some issues require a human agent, so the VA can divert calls to specific departments.
As a result, your customer service system runs smoothly by resolving concerns in a timely manner.
More importantly, Zoom Virtual Agent operates 24/7 across your online, mobile, and social media channels in any language.
In other words, the AI chatbot can help businesses outside of the United States. Moreover, it is highly customizable, allowing users to create customized data flows and messages.
As a result, the Zoom chatbot can provide analytics data that can help you improve business operations.
Conclusion
Zoom has entered the AI race with its Virtual Agent. It uses machine learning to answer customer concerns as if it were a human.
The company knows that it became prevalent during the pandemic, but it refused to be a one-hit-wonder. Consequently, it is trying to adapt to the latest innovations.
Whether you’re an employee or a business owner, you would need to adapt to AI to thrive. Learn more about it by following Inquirer Tech.
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