News
Research Report
The 2026 State of CX Outsourcing
The Gist
- AI workflow automation. Zoom Virtual Agent 3.0 automates complex customer service tasks across systems.
- Transparency upgrades. Admins gain visibility and control over automated action paths and decisions.
- CX leader impact. Customer service leaders can improve resolution rates and efficiency while reducing agent workload and customer friction.
Zoom's latest virtual agent release targets organizations ready to move beyond basic chatbot interactions toward fully automated, cross-system customer resolution.
Zoom Communications unveiled Zoom Virtual Agent 3.0 on Feb. 24, introducing an execution architecture designed to automate end-to-end customer resolution across enterprise systems. The update builds on Zoom's AI Companion 3.0 framework.
According to company officials, the virtual agent orchestrates multi-step workflows across CRM, billing and order management systems while providing full transparency into automated actions. A Morning Consult report commissioned by Zoom found that top chatbot frustrations include failure to resolve issues (43%), getting stuck in loops (38%) and having to repeat information (37%).
Zoom reported internal metrics showing its no-match rate dropped from 35% to 0%, and its billing team achieved 30% deflection rates within three months, saving over 1,000 agent hours monthly.
Table of Contents
- Virtual Agents Drive Toward Connected Customer Relationships
- Zoom Virtual Agent 3.0 Feature Breakdown
- Zoom Recent News & Initiatives
- Virtual Contact Center Agents: Root Cause Reasoning, Multistep Responses
- Zoom Background
Virtual Agents Drive Toward Connected Customer Relationships
Agentic AI was just the beginning. 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.
- Chris Morrissey, general manager
Zoom CX
Zoom Virtual Agent 3.0 Feature Breakdown
| Capability | Description |
|---|---|
| Enhanced AI execution framework | Multi-step workflows across CRM, billing and enterprise systems |
| Journey transparency & governance | Admins view data sources, decision logic and workflow paths |
| Multimodal LLM intelligence (Spring 2026) | Interprets documents, images and serial numbers from customers |
| Continuous learning (Spring 2026) | Extracts insights from human agent resolutions for future use |
| Proactive outbound engagement (Spring 2026) | Initiates contact based on known events to preempt issues |
Zoom Recent News & Initiatives
Zoom executed significant platform expansions throughout 2025, centered on AI integration and contact center capabilities. The company introduced agentic AI capabilities to its customer experience platform in June 2025, featuring an upgraded Zoom Virtual Agent alongside new AI tools for analytics and quality management. In August, Zoom integrated its Virtual Agent with Zoom Phone, creating an AI concierge capable of handling incoming calls around the clock.
The AI momentum continued with the unveiling of AI Companion 3.0 at Zoomtopia in September 2025, introducing agentic AI capabilities across Zoom Workplace and Business Services. In December, Zoom launched the general availability release with a federated AI model stack combining its own large language models with OpenAI, Anthropic and Nvidia Nemotron technologies.
Virtual Contact Center Agents: Root Cause Reasoning, Multistep Responses
LAM-powered virtual agents integrate deterministic actions for cross-system orchestration, progressing workflows across CRM, billing and service operations. These agents reason about root causes and execute multistep responses including inventory checks and warranty verification.
Organizations that implemented autonomous AI systems reported an average 28% improvement in issue resolution time and a 19% increase in first-contact resolution rates, according to the 2025 CMSWire State of the CMO Report.
Zoom Background
Founded in 2013, Zoom targets business leaders and IT decision-makers in organizations seeking unified communications and collaboration tools, with a client base ranging from small businesses to global enterprises across sectors such as education, healthcare, government and financial services.
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