Zoom has introduced new customer experience tools for its contact centre and communications products, centred on a unified customer context system for AI agents, live agents and phone teams.

The new features are part of a broader effort to keep customer history connected across calls, chats, kiosks and other interactions. The aim is to reduce the need for staff to reconstruct a customer's previous activity across separate systems before deciding what to do next.

At the centre of the update is what Zoom calls a unified context layer. It brings together information from customer engagements, transcripts, CRM records and live conversations, then uses AI to identify the details most relevant to a given interaction.

That information is intended to be shared across Zoom Virtual Agent, Zoom Contact Centre and Zoom Phone. The same customer context can follow an interaction whether it begins with an automated assistant, moves to a contact centre agent or is picked up by an employee outside the contact centre using the company's phone system.

Zoom is also adding customer profiles through an expanded customer directory. According to the company, those profiles combine CRM data, engagement history and linked cases into a single view that updates as customers continue to interact with a business.

Chris Morrissey, general manager of Zoom CX, outlined the company's position on the product changes.

"Every interaction a customer has with a business, whether it's a call, chat, kiosk visit, or conversation with a virtual agent, generates context that should make the next one smarter.

Source link