The Next Generation Virtual Agent: An Inside Look

Описание: CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom.

The duo presents a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates.

In doing so, they consider:

🧠 How Does the Next Generation-Virtual Agent Differ from What Came Before? 🧠
Reuven outlines how Zoom’s Virtual Agent is leaving behind rigid dialogue trees and embracing flexible, autonomous AI experiences designed to handle complex queries with minimal human input.

⚙️ What New Features May Excite Zoom Customers? ⚙️
Reuven outlines how Zoom’s Virtual Agent is leaving behind rigid dialogue trees and embracing flexible, autonomous AI experiences designed to handle complex queries with minimal human input.

📊 Real Results within Zoom's Own Contact Center 📊
Learn how Zoom uses its own Virtual Agent across global support operations, achieving a 97 percent self-service containment rate, a 28 percent CSAT boost, and a 35 percent reduction in unmatched queries.

For more on Zoom’s Contact Center and Virtual Agent capabilities, visit: https://explore.zoom.us/

Hosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News #virtualagents #zoom #contactcenters

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