How Zoom Plans to Integrate AI with Zoom Contact Center
Screengrab of a Zoom Meeting (Representational Image)
How Zoom Plans to Integrate AI with Zoom Contact Center
The Zoom Contact Center suite of solutions elevates the quality of customer experiences through better self-service and the ability to accurately understand customer intent.
The online meeting platform Zoom has announced a partnership with and investment in Anthropic, an AI (artificial intelligence) safety and research company. According to Zoom, the collaboration with Anthropic will bolster Zoom’s federated approach to AI.
The objective is to allow Anthropic’s AI assistant, Claude, to be integrated with Zoom’s platform (which includes Team Chat, Meetings, Phone, Whiteboard, Zoom IQ), starting with Zoom Contact Center.
“Anthropic’s Constitutional AI model is primed to provide safe and responsible integrations for our next-generation innovations, beginning with the Zoom Contact Center portfolio,” said Smita Hashim, chief product officer for Zoom.
“Partnering with a leading collaboration platform like Zoom allows us to put robust, steerable AI into the hands of more people and unlock its potential to help streamline everyday processes,” said Dario Amodei, CEO and co-founder of Anthropic.
Zoom’s federated approach to AI leverages its own proprietary AI models, along with those from leading AI companies — such as Anthropic — and select customers’ models.
According to the company, with this flexibility to incorporate multiple types of models, Zoom can provide the most value for its customers’ diverse needs. Zoom will be able to customize these models to perform better for a customer, based on their specific business needs.
As the next step in evolving the Zoom Contact Center portfolio, (Zoom Virtual Agent, Zoom Contact Center, Zoom Workforce Management), Zoom plans to incorporate Anthropic AI throughout its suite, improving end-user outcomes and enabling superior agent experiences.
The Zoom Contact Center suite of solutions elevates the quality of customer experiences through better self-service and the ability to accurately understand customer intent.
It intelligently guides customers to the best resolution, surfaces actionable insights that managers can use to coach their agents, and improves productivity by providing a unified communications and contact center experience.
In the near future, the company says, Zoom will also use AI to provide the right resources to agents, so customers receive exceptional service experiences regardless of their reason for calling.
Announced on May 16, Zoom Ventures has made an investment in Anthropic, strengthening the relationship between both companies. Anthropic’s research and development aims to create steerable, trustworthy, and responsible large-scale AI systems. Zoom did not disclose the amount of the investment.
Zoom is an all-in-one intelligent collaboration platform which offers solutions like team chat, phone, meetings, omnichannel cloud contact center, smart recordings, whiteboard, and more.
Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California.
