Highlights:
- Artificial intelligence (AI) can assist employees during call handling or as an initial point of contact for customers to address basic inquiries. If the matter cannot be resolved, it can be raised to a human representative.
- Zoom aims to offer tailored customer service experiences by leveraging a range of customized AI assistant models to meet specific business requirements.
Anthropic and Zoom Communications Inc. recently partnered to integrate the Claude chatbot into Zoom’s product suite. This move comes as generative artificial intelligence continues to gain popularity in the market.
Zoom plans to incorporate its AI assistant into its suite of products, beginning with the Zoom Contact Center. This service combines unified communications and contact center offerings and is fully cloud-hosted to support agents, supervisors, and administrators.
Integrating generative artificial intelligence (AI) will enable users to import their large language chatbot models. These models can comprehend human conversational speech and respond promptly to inquiries from employees and customers. Artificial intelligence (AI) can assist employees during call handling or as an initial point of contact for customers to address basic inquiries. If the matter cannot be resolved, it can be raised to a human representative.
Chief Product Officer at Zoom, Smita Hashim, said, “With Claude guiding agents toward trustworthy resolutions and powering self-service for end-users, companies will be able to take customer relationships to another level.”
In March, Zoom partnered with OpenAI LP, the creator of ChatGPT. As a result of this collaboration, Claude has been added to the platform. The organization has prioritized integrating numerous AI models into its platforms, adopting a “federated approach” to provide customers with various options. These models include those from OpenAI, Anthropic, and “select customers’ models” on the back end.
Zoom has incorporated generative AI capabilities into its Zoom IQ smart assistant due to its partnership with OpenAI. The Zoom IQ platform allows users to utilize AI-powered chat and email composition features, enabling the automatic generation of custom messages. Additionally, the platform includes Zoom IQ Meeting Summary, which generates meeting summaries that can be easily shared via team chats.
As each AI assistant may adopt a distinct approach to delivering its services, Zoom seeks to identify the most suitable model for each customer service scenario.
Chief Executive and Co-founder Dario Amodei commented, “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.”
Zoom provided no specific timeline regarding the availability of Claude for customers. However, the company stated that the Zoom Contact Center would be the first product to have access to the AI assistant. Subsequently, the organization plans to expand the utilization of the technology above across its complete range of offerings, comprising Team Chat, Phone, Whiteboard, Meetings, and Zoom IQ.
In February, Teams Premium by Microsoft Corporation was augmented with ChatGPT, which offers features such as meeting notes, summaries, and intelligent recaps. Earlier this May, Salesforce Inc. announced its intention to natively integrate generative AI into its Slack collaboration platform. This integration will offer writing assistance and meeting summaries.
Zoom Ventures has made an undisclosed investment in Anthropic, an AI company, to enhance their partnership further. This move is aimed at strengthening the bond between the two entities.
