Zoom has announced the launch of Zoom Virtual Agent 2.0, a new upgrade to its AI-powered customer service solution. This next-generation release brings intelligent, autonomous support capabilities across chat and voice, ushering in a new era of self-service with advanced “agentic AI.”
Unlike traditional bots that follow rigid scripts, the enhanced Zoom Virtual Agent can now reason, remember past interactions, and adapt to complex customer needs in real time. From handling returns and account updates to scheduling appointments, it can fully complete intricate customer service tasks without human involvement.
“With the next generation of Zoom Virtual Agent, we’re ushering in a new era of intelligent, proactive customer support, taking customers from frustration to building true connections with brands,” said Chris Morrissey, general manager of Zoom CX. “Through the agentic AI skills built into its core, Zoom Virtual Agent doesn’t just respond — it takes action on behalf of customers, managing complex inquiries with HD-quality neural voices, significantly minimising the need for agent escalation. These advanced capabilities transform routine support interactions into exceptional customer experiences.”
This upgrade is a response to growing industry demand. In 2025, 85% of customer service leaders are planning to test or adopt conversational AI for customer-facing roles, accelerating the shift toward smarter, scalable automation.
What’s New and Why It Matters
The upgraded Zoom Virtual Agent allows businesses to resolve entire customer journeys autonomously, boosting self-service containment rates and reducing overall support costs. By utilising advanced AI capabilities, it understands customer context, intent, and history to deliver accurate, personalised responses, enabling human agents to shift their focus to more complex, high-value tasks. This not only boosts productivity but also helps reduce operational strain and agent burnout.
Designed for flexibility and brand alignment, the virtual agent also adapts its tone and language to reflect each organisation’s voice, improving customer satisfaction through faster, more relevant interactions. It also integrates natively with Zoom Contact Centre and connects seamlessly with major platforms like Salesforce, Zendesk, ServiceNow, Microsoft Dynamics, and Genesys Cloud, making it easy to embed into existing workflows and scale intelligent automation across the customer service ecosystem.