Chatbots, Conversational AI launches IVA for Zoom Contact Center

The Integration Will Improve Customer Service via AI-driven Conversational Chat Automation, the world’s leading enterprise conversational and generative AI platform and solutions provider, today announced the integration of its Experience Optimization (XO) Platform with Zoom Contact Center. Zoom Contact Center customers now have access to intelligent virtual assistants (IVAs) powered by the XO platform, which can automate up to 90% of front-line requests. These IVAs improve the customer experience with no-code deployment, 24/7 self-service, and multilingual support for over 130 languages.

Conversational AI (CAI) and IVAs benefit businesses and can bring significant cost reductions, potentially  saving up to $80 billion by 2026. IVAs built on the platform can recognize user intent, sentiment and tone and enable human-like conversations through superior natural language understanding and contextual intelligence. They are also powered by generative AI technology and large language models (LLMs), and can transform how customers, agents, and employees interact with enterprises, improving experiences and driving operational efficiency.

Zoom Contact Center is an omnichannel contact center that is optimized for video and integrated into the same Zoom experience. The integration with the XO platform helps businesses develop and launch IVAs that can automate customer interactions and provide 24/7 access, resolve user questions and tasks, and even transfer the customer to a human agent on Zoom for complex queries or high-value transactions.

“The world is moving quickly toward an AI-first framework, making it imperative to provide the best AI solutions to every Zoom user,” said CEO and Founder Raj Koneru. “Our no-code platform enables an easy integration that brings the benefits of multichannel conversational experience to Zoom’s unified communications and collaboration processes. This will facilitate a connected, collaborative and intelligent communications platform.”

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