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Zoom Contact Center gets an AI chatbot à la ChatGPT

By Ken Wong - on 26 Jan 2023, 12:18pm

Zoom Contact Center gets an AI chatbot à la ChatGPT

Image source: Zoom.

The intelligent conversational AI and chatbot solution space is growing in popularity and Zoom has thrown its hat into the ring by introducing Zoom Virtual Agent as part of their part of its Zoom Contact Center.

According to the company, Virtual Agent will transform the way businesses assist their customers and employees and is capable of delivering faster web and mobile support.


All the hoopla

Zoom’s Virtual Agent uses proprietary AI and machine learning. Image source: Zoom.

ChatGPT has been making waves recently with real estate agents and even students, using the app to write ads and school essays. It’s done so well in fact that ChatGPT has even passed law school exams in the United States.

Developed by a company called OpenAI and receiving funding from companies like Microsoft, ChatGPT is an AI-powered chatbot that provides human-sounding answers to queries thanks to its natural language generation (NLG).

Zoom’s Virtual Agent uses proprietary AI and machine learning technology to interpret what customers or employees are asking, even if they use everyday conversational language. Even better, it integrates seamlessly with various CRM, chat, and contact centre (not just Zoom Contact Center) platforms

Zoom Virtual Agent automatically crawls and learns from a company’s knowledge bases and FAQs to deliver accurate answers immediately and its low-code setup means that unlike many chatbots on the market that require extensive coding, teams of engineering resources aren’t needed to get started or maintain Virtual Agent.

Easily create custom flows. Image source: Zoom.

The company says that this is due to Zoom’s Natural language processing (NLP) which is concerned with giving computers the ability to understand text and spoken words in much the same way human beings can.

Users can build their own unique, custom intents instantly, as well as creating customised flows and messages for unique segments based on their customer profile or data attributes. Zoom Virtual Agent is intelligent enough to guide customers to the correct channel or live agent when needed.

Source: Axios, Reuters, The Washington Post

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