זום מציגה את הדור הבא של Zoom Virtual Agent לאוטומציה של פתרון בעיות מקצה לקצה עבור לקוחות

• יכולות חדשותשל סוכנים וירטואליים מפחיתות את מאמצי הלקוחות, מונעות פניות חוזרות ומעניקותלמנהלי השירות ביטחון להרחיב את האוטומציה
• כאשר 43% מהצרכניםאומרים שצ'אטבוטים לא מצליחים לפתור את הבעיות שלהם, Zoom Virtual Agent 3.0 יכול לעזורלארגונים לסגור את הפער הזה.

סן חוזה, קליפורניה, 24 בפברואר 2026 (GLOBE NEWSWIRE) –

חברת Zoom Communications, Inc.(נאסד"ק: ZM) חשפה היום אתZoom Virtual Agent 3.0 (ZVA), ההתפתחות הבאה באוטומציה של סוכנים.ZVAמציג ארכיטקטורת ביצוע חדשה ויכולות בינה מלאכותית מורחבות שנועדו לפתור בעיות של לקוחות מקצה לקצה, להעביר בצורה חלקה לסוכנים אנושיים ולעזור לארגונים לעבור מאינטראקציות שירות טרנזקציונליות ליחסי לקוחות מחוברים.

Zoom introduces next-gen Zoom Virtual Agent to automate end-to-end customer resolution

• Newvirtual agent capabilities reduce customer effort, prevent repeatcontacts, and give service leaders confidence to scale automation
• With 43%of consumers saying chatbots fail to resolve their issues, Zoom VirtualAgent 3.0 can help organizations close that gap

SAN JOSE, Calif., Feb. 24, 2026 (GLOBE NEWSWIRE) –

Today Zoom Communications, Inc. (NASDAQ: ZM) unveiled Zoom Virtual Agent 3.0 (ZVA), the next evolution in agentic automation. ZVA introduces a new execution architecture and expanded AI capabilities designed to resolve customer issues end to end, seamlessly hand off to human agents, and help enterprises shift from transactional service interactions to connected customer relationships.

Organizations face growing pressure to automate more customer service interactions as volumes rise and cost efficiency becomes a priority. Enterprises are entering what Zoom calls the “resolution economy,” where competitive advantage is defined not by speed, but by first-contact resolution, reduced repeat contacts, and end-to-end workflow completion. Yet disjointed virtual agents can get stuck in silos, unable to seamlessly transfer full context to human agents, creating bottlenecks for complex issues. A recent Morning Consult report commissioned by Zoom found that the top three chatbot frustrations among the groups surveyed are failure to resolve the issue (43%), getting stuck in a loop (38%), and having to repeat information (37%).

“Agentic AI was just the beginning,” said Chris Morrissey, general manager of Zoom CX. “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 organizations to confidently automate complex interactions. 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.”

What's new in Zoom Virtual Agent 3.0

The next evolution of Zoom Virtual Agent operates across voice and chat, and introduces a new execution architecture designed to automate complex, cross-system interactions with enterprise governance. Unlike competing solutions focused primarily on conversational containment, ZVA is built for execution and resolution, securely orchestrating multi-step actions across systems with observability, control, and measurable outcomes. The following new features are now available:

• EnhancedAI execution framework: Zoom Virtual Agent 3.0 isbuilt on the latest Zoom AI Companion 3.0 architecture, allowingmulti-step workflows to run across compatible CRM, billing, ordermanagement, and other enterprise systems with full observability andgovernance. This extends Zoom’s agentic AI capabilities by enablingfull-cycle resolution rather than just single-step responses.
• Agentjourney transparency and governance enhancements: Account admins can now see the data sources,decision logic, and workflow paths behind automated actions. CX teams canaudit performance, troubleshoot breakdowns, and refine automationpolicies, enabling responsible scaling without sacrificing adherence orcontrol.

The following next-generation enhancements, expected to be generally available in Spring 2026, will expand ZVA’s ability to handle more complex workflows while improving reliability, oversight, and operational efficiency:

• Multimodallarge language model (LLM) intelligence: ZVA willbe able to interpret and act on customer-submitted documents, images, andstructured identifiers such as serial numbers and forms. By extractingrelevant data directly from visual and document inputs, the virtual agentcan automate service scenarios that previously required manual review,helping reduce customer effort and the need for escalation.
• Continuouslearning: When integrated with Zoom ContactCenter, ZVA extracts insights from escalated engagements that human agentssuccessfully resolved and applies those validated recommendations, withoversight and controls, to similar future requests. This creates astructured feedback loop based on human-agent resolutions, reducing repeatcontacts and improving resolution consistency over time.
• Proactiveoutbound engagement: The virtual agent caninitiate contact, confirm updates, and complete tasks based on knownevents. This helps organizations resolve issues before customers reachout, reducing inbound volume and customer effort.

Zoom Virtual Agent in action

Modern customer issues rarely fit into a single scripted response. Zoom Virtual Agent (ZVA) is designed to move beyond basic automation, including authenticating users, interpreting inputs, orchestrating backend systems, and completing real business actions within a single, connected workflow.

By reducing repetitive steps and minimizing handoffs, ZVA helps increase first-contact resolution while lowering handling time and operational effort. An example of this is below:

• Scenario:End-to-End Warranty Fulfillment
  • When acustomer submits a warranty claim, ZVA can authenticate the user, extracta serial number from an uploaded image, validate eligibility acrossbackend systems, schedule device pickup, initiate a replacement order,and confirm shipment, all within one continuous interaction.
  • Ifescalation is required, the complete workflow history, including verifiedinputs and actions already taken, transfers seamlessly to a live agent.The customer does not need to repeat information or restart the process,accelerating resolution and improving the overall experience.

Raising the bar for resolution

As organizations automate more interactions to manage rising volumes and cost pressures, performance is increasingly measured by resolution quality — not containment rates alone. In the resolution economy, automation must accurately interpret intent, execute across systems, and meaningfully reduce operational load.

Zoom is already seeing measurable results internally after implementing the latest updates to ZVA in its own virtual agents:

• Queryunderstanding accuracy: Zoom’s no-match rate(the percentage of total conversation turns in which a virtual agentfailed to understand the user's input) has dropped from 35% to 0%, meaningalmost all customer requests are accurately interpreted on the firstattempt, reducing repeat queries and friction.
• Significanttime savings: On Zoom’s billingteam, deflection rates (measuring the percentage of customer supportinquiries resolved through self-service tools) rose from 0% to 30% in justthree months, saving over 1,000 agent hours per month.

Zoom Virtual Agent 3.0 reflects Zoom’s broader ambition to power intelligent, connected customer experiences where AI and human agents work together to complete complex interactions with speed, transparency, and trust. This is automation designed not just to scale, but also to earn trust with every interaction.

See Zoom Virtual Agent in action

Read the Zoom blog to see how ZVA supports Zoom’s own customers by improving resolution at scale, and stop by Zoom’s booth (#519) at Enterprise Connect 2026, March 10–12 in Las Vegas, to see a live demo.

About Zoom

Zoom (NASDAQ:ZM) provides the AI-first, open work platform built for human connection and purposefully designed to move conversations to completion. From entrepreneurs to global enterprises, customers choose Zoom to seamlessly collaborate, communicate, and drive outcomes across meetings, chat, phone, contact center, events, and more — all with the built-in assistance of Zoom AI Companion. Founded in 2011, Zoom is headquartered in San Jose, CA. For more information, visit zoom.com.

Zoom Public Relations
Travis Isaman
[email protected]

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