Zoom expands AI capabilities of virtual agent solution

Zoom has updated its virtual agent to add more agentic functionality.

The latest Zoom Virtual Agent (ZVA) is now able to operate across voice and chat, and can complete tasks that take multiple steps across different software.

Based on Zoom’s own AI Companion 3.0 architecture, it can now follow a customer issue throughout a cycle, working through multi-step workflows across compatible CRMs, billing, order management, and other enterprise systems with governance.

Authorised users can also gain visibility into data sources, decision logic, and workflow paths behind automated actions, and customer experience teams can audit performance, troubleshoot breakdowns, and refine automation policies.

Further capabilities are expected in a release in the coming months, including multimodal language recognition, training based on human agent interactions, and outbound engagements.

Zoom customer experience general manager Chris Morrissey said agentic AI was just the beginning.

“Zoom Virtual Agent 3.0 orchestrates multi-step workflows across systems, continuously learns from human resolutions, and provides full transparency into every agentic action. This allows organisations to confidently automate complex interactions,” he said.

“It’s more than a product update, it’s another step toward more connected customer relationships, where AI and humans work together to resolve issues faster and build trust.”