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All companies have a section designed to cover the doubts that users have after contracting a service or product. This is what is called customer support and you will usually expect a person to be willing to help you. However, this is changing more and more in pursuit of more automated care. And this will be increasingly noticeable in Zoom, where an AI will now take part of the responsibility for customer service.
Zoom debuts an AI for its customer service
It is true that many times there are small questions or processes so simple that you can let a machine do them instead of a person. This happens in more and more services, where an automated chat can help you to a certain extent. Later, a person will have to help you, but in Zoom they are starting that automation procedure.
And it is that the company has released its Zoom Virtual Agent , a new robot that the company has presented to make it easier and faster to solve simpler problems and leave its human resources at the service of more complex questions. In this way, the company intends to make more profitable the time of its employees in this segment.
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ne of the things that the company confirms is that these robots constantly train their language, that is, the more they talk to users, the more they will adapt their language so that it seems that you are talking to a person of flesh and blood on the other side of the chat.
One more option of chatbots
One of the things that most attracts the attention of companies that today operate from the Internet is that they have a live chat part. What many users expect is for a person to be on the other side, but sometimes robots do this job. Whether it is ‘screening’ to determine the user’s problem or to quickly answer a question, there is no doubt that this is a function that can help companies speed up their resolution of customer problems.
However, it is the users themselves who demand the opposite: personalized attention with a person who understands them the first time and with whom they can converse quickly. We’ll see how this new AI fare across the entire Zoom ecosystem in the future.
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