Enhancements Include Agent Architect and Performance Suite

On June 22, 2026, in San Jose, California, Zoom Communications, Inc. Announced new AI capabilities for its Zoom Virtual Agent. These include the Agent Architect and Agent Performance Suite, designed to enhance customer experience and streamline operations.

With Agent Architect, organisations can generate production-ready AI agents from simple prompts. This tool creates complex workflows with minimal manual effort, enabling agents to reason through requests and collaborate with other agents across various systems and channels.

In addition, the Agent Performance Suite offers tools to test, validate, and optimise AI agents. Businesses can simulate customer interactions before deployment and track resolution rates and customer satisfaction post-launch.

Zoom’s enhanced customer context layer ensures interactions create a context that follows customers across the Zoom CX platform. This feature aids in delivering personalized experiences and reduces the need for customers to repeat information.

According to Chris Morrissey, general manager of Zoom CX, “AI has significantly accelerated the CX landscape, and organisations not focused on outcomes fall behind. It’s no longer just about deploying it to drive efficiency, but about having the context to drive personalization at scale.”

Zoom Virtual Agent now offers an optional outcome-based pricing model, aligning AI automation costs with customer outcomes through resolved or successfully routed interactions.

The platform supports multi-location deployments, allowing businesses to build AI-powered customer experiences once and deploy them across multiple sites, maintaining local phone numbers, routing, greetings, and knowledge bases.

These new capabilities help organisations generate and deploy AI agents faster. This approach allows teams to optimise performance over time and deliver more personalized customer experiences across channels.

These innovations are available now, and interested customers can contact their Zoom account representative or visit zoom.com for more information. Zoom will showcase these innovations at booth #339 during CCW Las Vegas from June 22 to 25, 2026.

The Quality Management for Zoom Virtual Agent evaluates AI and human interactions using a common quality framework. It identifies improvement opportunities, tracks service quality, and helps AI learn from successful human-assisted resolutions.

Zoom CX connects the full lifecycle of AI automation, from agent creation to performance optimization. This integration helps deliver more effective customer experiences and better outcomes.

Last updated: 29 June 2026, 11:47 am