Made on
Tilda
Agentic AI bots for customer support: they understand natural speech, answer from your knowledge base and take the question through to a resolution.
Zoom Virtual Agent provides first-line virtual agents: chatbots and voice AI agents that understand natural speech, hold the context of a complex conversation and answer strictly from your knowledge base.
The key difference is that the agent doesn't “keep the conversation going” — it resolves the question: it checks and changes data in the CRM and other systems, runs multi-step scenarios and confirms the result to the customer.
When a human is needed, the inquiry goes to a Zoom Contact Center agent along with the full history and the steps already taken. Every action the agent takes is visible in the log — automation can be extended without losing control.
Most bots can talk. Zoom Virtual Agent can resolve
It closes the question completely — from the clarifying question to the completed action: the refund is processed, the booking is changed, the status is checked, instead of “read this article”.
If a human is needed, the live agent gets the entire conversation and the steps the agent has already taken — the customer doesn't start the conversation over.
Every automatic decision is visible in the log: you can confidently extend automation to more sensitive scenarios.
From understanding the question to a completed action
Agents work both in chat and over the phone: a natural conversation with clarifications and changes of topic instead of a rigid menu and script.
RAG technology ties answers to your articles and documents: the agent answers accurately and in context instead of making things up.
Not a link to an instruction but an action: check an order, process a refund, change a booking, update a record in the CRM.
It holds context through interruptions and changes of intent, and performs chains of actions across several systems in a single conversation.
The customer sends a photo or a screenshot instead of long descriptions — the agent understands what they came with and resolves it faster.
Smart Agent Builder: the administrator describes the agent they need in chat in plain language — with no programming and no manual assembly of scenarios.
Handover to a Zoom Contact Center agent along with the entire conversation and the agent's actions — the customer doesn't repeat the question again.
The virtual agent and the live agent run on the same Zoom AI stack: tone and recommendations match, and the customer experience doesn't fall apart.
The agent learns from how people resolve difficult cases: recurring questions gradually move into automation.
Confirmations and reminders before the customer calls in — some inquiries simply never arise.
Advanced Quality Management scores virtual agent conversations on the same scorecards as people: you can see where the bot is strong and where it needs tuning.
Salesforce, ServiceNow, Zendesk, Freshdesk, Microsoft Dynamics, SharePoint, Google Drive and others: cases, tickets and knowledge bases connect through ready-made connectors.
Where virtual agents already work today
Order status, delivery terms, opening hours: routine questions are resolved instantly and around the clock, with no queue and no waiting.
Booking an appointment, information about schedules and services, transfer to the right specialist: the organization's phone always answers.
App setup, access rights and failures: an employee sends a screenshot and gets a solution, while the IT team deals with the difficult cases.
The agent takes the routine off live agents and passes complex cases on with full context: shorter queues, faster resolutions.
We'll give you a remote demo Monday to Friday, 10:00–16:00 Moscow time, answer all your questions and provide trial access so you can explore the system yourself.
Please note: we work with legal entities only.