March 10, 2026
PCI Pal Embeds Secure Payments into Zoom Virtual Agent to Keep AI Interactions Compliant
PCI Pal has announced an expansion of its partnership with Zoom, extending its secure payment technology into Zoom Virtual Agent (ZVA).
The planned integration will allow customers to complete payment transactions directly within AI-driven virtual agent workflows, without being redirected to another channel or handed off to a human agent.
The move responds to a practical problem that has held back the wider adoption of virtual agents in transactional customer service. The point at which a conversation requires a payment has typically forced a channel switch or agent intervention, breaking the automated flow.
The integration prevents sensitive payment card data from ever entering the organisation’s environment. Instead, PCI Pal’s technology intercepts and handles payment data directly, which helps businesses reduce their PCI DSS audit scope, limit risk exposure, and lower ongoing compliance overhead.
More than a standard chatbot, Zoom Virtual Agent orchestrates multi-step workflows across systems, learns continuously from human agent resolutions, and provides transparency into each action it takes, enabling it to handle complex customer issues end to end.
Closing the Loop on Automated Service
With nearly half of consumers (43%) reporting that chatbots fail to resolve their issues, the pressure on virtual agent providers to deliver genuine end-to-end resolution has never been higher.
The failure rate reflects a technology that organisations have often deployed in a limited capacity, handling FAQs while escalating anything with real complexity. The PCI Pal integration supports ZVA handling one category of that complexity, that is, the payment step, without requiring a human handoff or a new interface.
PCI Pal already has existing integrations with Zoom Phone and Zoom Contact Centre, so this is an extension of an established relationship rather than a new one. The addition of virtual agent support reflects how quickly AI-driven self-service is moving from experimental to mainstream in enterprise customer operations. Research commissioned by Zoom found that among organisations using more advanced agentic AI, 64% report greater employee efficiency as a primary outcome, but capturing those efficiency gains depends on automating the complete interaction, including payments.
Darren Gill, Chief Revenue Officer at PCI Pal, said the integration extends capabilities that are already live across Zoom’s contact centre and telephony products: “By embedding secure payment capabilities into Zoom Virtual Agent, we enable organisations of all sizes to confidently scale automation while protecting the customer experience and helping them maintain compliance without compromise.”
The solution is developed to handle the transaction volumes of global enterprises while remaining accessible for mid-market organisations.
