Zoom Virtual Agent answers customer questions over chat and voice, and hands off to a person when it needs to. It can run on its own or alongside Zoom Contact Center, and connects to the systems your team already uses to track customers.
Zoom Virtual Agent is self-service support that works across chat and voice. It's built on Zoom's Virtual Agent 2.0 release, which moved the tool from scripted responses to agentic AI: it reasons through a request instead of just matching keywords.
With 2.0, it can run entirely on its own, with no Zoom Contact Center or Zoom Base license behind it, or it can sit alongside Zoom Contact Center for organizations that already have one. That matters for a lot of schools, offices, and businesses: you don't have to replace your phone system or buy a full contact center just to get an AI agent answering chat and calls. Start with the virtual agent, add more later if it makes sense.
Either way, it plugs into the systems that already hold your customer data: Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, Genesys Cloud. The agent isn't guessing. It's pulling from what your team already knows.
The flow is simple on purpose. A customer asks a question. The agent checks the knowledge base and answers it, or completes a small task like checking an order status. If the question is too specific, too sensitive, or just needs a human, the agent hands it off, and the full conversation goes with it.
That last part is the one that matters most. The alternative is a caller stuck explaining the same problem twice: once to a bot, then again to whoever picks up. Somewhere in a building that isn't ours, a gopher is gnawing through a phone cord and someone's on hold listening to it happen. Zoom Virtual Agent is built so that building isn't yours.
On the chat side, the agent handles the questions that eat up your support queue without needing a person: account access, invoice questions, basic troubleshooting, "where is my order." It's the front line on your website, available at 2 a.m. the same way it is at 2 p.m.
On the voice side, the agent answers FAQs, routes calls to the right department, and escalates when a human is genuinely needed. This is where it earns its keep for front desk and after-hours coverage: the calls that come in after everyone's gone home don't have to go to voicemail anymore.
The clearest proof comes from Zoom itself. Zoom runs Virtual Agent on its own support team, and the numbers are public.
ZOOM'S OWN RESULTS:98% of chat conversations and 76% of voice calls get resolved without a live agent stepping in. Call abandonment fell from 23% to 1%. Customer satisfaction climbed from 55% to 80%. (Source: Zoom, “How AI Virtual Agents Are Reshaping Contact Centers,” 2026.)
In higher education, Brandeis University built its own voice and chat version of Zoom Virtual Agent to give its IT help desk 24-hour tier one support. The bot answers what it can, and opens a support ticket automatically for anything it can't, so a student who calls at midnight isn't left waiting for business hours to start (UC Today).
Zoom is also extending the idea past the phone and the website. Virtual Agent Kiosk, announced at Zoomtopia, brings the same self-service into physical spaces like retail stores, healthcare facilities, and service centers, with a handoff to a staff member, Zoom Phone, or Zoom Contact Center when it can't finish the job. No release date has been confirmed yet, but it shows where this is headed next.
We're not going to put a number here that Zoom hasn't confirmed. What we can tell you is what moves the price: how many channels you're running it on, how much call and chat volume you're handling, and how many systems it needs to connect to. A single chatbot on one website page costs less to stand up than a voice agent tied into three CRMs. Get a quote from Zoom directly once you know your scope.
Two features announced at Zoomtopia make the ROI easier to see once it's live. Customer Profiles pull CRM data, engagement history, and case history into one view across Contact Center and Phone, so whoever (or whatever) picks up the conversation isn't starting cold. CX Insights Transcript Intelligence, expected in November 2026, automatically classifies chat, voice, and email transcripts and ties them to metrics like handle time and outcome, so you can see what the automation is actually doing instead of guessing.
Before any of this goes live, your IT and compliance teams will want answers on data handling, access controls, and how customer information moves between Zoom and whatever CRM it's connected to. That's a conversation worth having early, not after the agent is already answering calls.
Start with the questions you already answer the most. Build the knowledge base around those first, not the whole catalog of everything customers might ask. Connect it to your CRM, HubSpot included, so the agent has context instead of starting cold. Test it before anyone outside your team touches it. Then go live one channel at a time: chat first, voice once that's solid, rather than flipping every switch on day one.
Zoom also just announced Agent Architect, which builds a starting version of the virtual agent from your own past call transcripts instead of making you write the knowledge base from a blank page. No release date is confirmed yet, but it's worth watching if your team already has a deep bench of call history to draw from.
This one's live. DGI sells Zoom Virtual Agent today, and our team is certified to deploy and support it: connecting it to your CRM, building out the knowledge base, and keeping it running once it's in production. If your phones or your website are routing more questions to a person than they need to, that's worth a conversation. Let's Talk Tech.