Zoom is gaining momentum in conversational AI, securing the "largest-ever" deal for its Virtual Agent solution.
The news comes as Zoom shared an update on its burgeoning customer experience portfolio.
Indeed, Zoom CX, which includes its Contact Center, Virtual Agent, and Workforce Engagement Management solutions, is now worth "triple-digit" millions in annual recurring revenue (ARR).
Moreover, the CX suite is experiencing "high double-digit" growth.
The Zoom Contact Center makes up a big part of that, with its customer base growing 65 percent year-over-year (YoY) in the first quarter of 2025.
That established base offers an opportunity for Zoom to expand its business, as these companies attach other products from the CX suite.
The Virtual Agent is an increasingly popular add-on, inspiring upsells and bigger deals.
Indeed, this was mentioned by Eric Yuan, CEO of Zoom, during the company's latest earnings call. He said:
Look at the number of upsells of Zoom Virtual Agent, and it’s the largest quarter ever. We have lots of upsell opportunity... [and] it's playing a big role to drive future growth.
Of course, it isn’t exactly rare to hear a vendor talking up one of its solutions.
However, Zoom differs from many competitors by walking the walk and deploying its own Virtual Agent.
Clear for all to see on the company’s website, the agent communicates in natural language, references its source content, and supports both rule-based and generative responses.
It can also hand off to a live agent when needed, providing a summary of the conversation to ensure a smooth transition.
According to Jodi Reuven, Senior Product Marketing Manager for the Zoom Contact Center, the agent has helped to deliver a "97 percent self-service resolution rate."
Zoom Virtual Agent 2.0: Coming Soon?
Despite the record-breaking performance this quarter, Zoom is not resting on its laurels when it comes to its Virtual Agent.
