Zoom Launches Virtual Agent 3.0 to Expand End-to-End Customer Service Automation New virtual agent capabilities reduce customer effort, prevent repeat contacts, and give service leaders confidence to scale automation

Zoom Communications, Inc. (NASDAQ: ZM) has announced the launch of Zoom Virtual Agent 3.0, an upgraded AI-powered solution designed to improve end-to-end customer service resolution across voice and chat channels.

The company said the new version moves beyond basic chatbot interactions by enabling automated execution of multi-step workflows across enterprise systems, including CRM, billing, and order management platforms. The update introduces a revised execution architecture intended to support governance, transparency, and cross-system orchestration.

"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."

Zoom cited research conducted by Morning Consult indicating that 43% of consumers report chatbots fail to resolve their issues, while others experience repeated information requests or conversation loops. Zoom Virtual Agent 3.0 is positioned to address these challenges by enabling virtual agents to complete transactions and transfer full context to human agents when escalation is required.

The platform operates on the Zoom AI Companion 3.0 architecture and includes administrative tools that allow organizations to review workflow paths, data sources, and automated decision logic. When integrated with Zoom Contact Center, the system can incorporate insights from successfully resolved human-agent interactions into future automated responses.

Additional capabilities expected to roll out in Spring 2026 include multimodal large language model support to interpret documents and images, as well as proactive outbound engagement features that allow the virtual agent to initiate updates or complete predefined tasks.

Zoom reported internal performance improvements following implementation of the updated system. The company stated that its virtual agent's no-match rate declined from 35% to 0%, and billing-related self-service resolution increased to 30% within three months, resulting in more than 1,000 agent hours saved per month.

Zoom will showcase the new virtual agent capabilities at Enterprise Connect 2026 in Las Vegas.

Founded in 2011 and headquartered in San Jose, Zoom provides collaboration and customer engagement technology for businesses globally.