97% of Customer Queries Resolved by Zoom’s Virtual Assistant

Zoom Agent Productivity Customer Engagement Box

Zoom recently announced their latest case study, looking inward and putting their money where their mouth is. They have reported significant improvements in their own customer experience following the implementation of their AI-driven self-service solution, Zoom Virtual Agent on their own website.

The company says the intelligent chatbot has helped boost customer satisfaction scores by 28%, reduce unmatched queries by 35%, and resolve 97% of customer inquiries through self-service – all without requiring human agent intervention.

The shift reflects a broader trend in customer service, where AI-powered virtual agents are becoming a core part of digital support strategies.

In response, companies like Zoom are integrating AI to enhance automation, streamline interactions, and free up their human agents for more complex queries.

According to Zoom, the move to their Virtual Assistant stemmed from the limitations of traditional chatbots, which struggled with scalability and personalization.

Following its acquisition of conversational AI platform Solvvy in 2022, Zoom developed Zoom Virtual Assistant to provide more accurate query matching, personalized workflows, and seamless escalation to human agents when needed.

Our Digital Content Director, Xander Freeman, recently spoke with Laura Ball, CX and AI Lead at Zoom whilst at CCW Berlin to talk about this unique case study, and the results that Zoom have seen.

One of the key advancements is Zoom Virtual Assistant’s retrieval-augmented generation capabilities, allowing it to pull information from multiple knowledge sources to generate precise, context-aware responses.

The chatbot also integrates with CRM and help desk platforms, ensuring a smoother handoff when live agent support is required.

Yuliya Pierce, Digital Customer Experience Leader at Zoom, said, “The recent personalization efforts alone have driven a 10% CSAT increase in just a few months.”

By integrating machine learning, natural language processing, and AI-driven analytics, Zoom aims to position Zoom Virtual Assistant as a scalable, low-maintenance alternative to traditional customer support models.

The company says the solution not only enhances self-service options but also empowers human agents with better insights and reduces overall handle times.

As companies navigate evolving consumer expectations, AI-powered virtual agents like Zoom Virtual Assistant may represent the next phase of efficient, customer-centric service – offering faster resolutions while maintaining a human touch when it matters most.

For more information about Zoom - visit the Zoom Website