From Zoom's revamped virtual agent to two fresh additions to ServiceNow's AI platform, here are extracts from some of this week’s most popular news stories.
Zoom Launches Virtual Agent 3.0 to Fix Chatbot’s Broken Promise
Zoom has launched Zoom Virtual Agent 3.0 (ZVA), a revamped version of its next-generation virtual agent built to move beyond containment and deliver genuine end-to-end customer resolution.
Zoom positions the solution as a response to a Morning Consult report commissioned by the vendor, which shows that 43% of consumers say chatbots fail to resolve their issues.
Indeed, a further 38% report getting stuck in a loop, and 37% are frustrated by having to repeat information.
For contact center leaders, those numbers reflect a problem most will already recognize from their own deflection data.
Rather than optimizing for how many customers a bot can handle before handing off to a human, ZVA 3.0 is built around what Zoom calls the “resolution economy,” where the measure of success is whether the issue actually gets fixed, not just managed.
The headline feature is an enhanced AI execution framework built on Zoom’s AI Companion 3.0 architecture (Read more...).
ServiceNow Launches AI That Resolves Tickets 99% Faster Than Human Agents
ServiceNow has unveiled two additions to its AI platform: Autonomous Workforce and ServiceNow EmployeeWorks.
Coming just two months after the company closed its Moveworks acquisition, the announcements represent the clearest picture yet of how ServiceNow intends to put that deal to use.
ServiceNow’s claim that its tech has moved beyond mere suggestion and into action isn’t exactly unique. But what the vendor appears to be adding to that conversation is specificity.
Rather than individual task-completing agents, the company is launching what it calls AI specialists: role-based workers with defined scopes, governed by the same access controls as human employees, built to handle jobs from start to finish.
In discussing the news, Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, stated that “businesses don’t need more pilots or promises. They need AI that gets work done.
“The leaders realizing value from AI are investing in platforms where intelligence, execution, and trust work as one system.”
