Deploying an AI agent in a contact centre is now a standard project. Getting it to perform reliably, adapt over time, and connect meaningfully to customer history is a different problem — one most teams have not yet solved. Zoom's CX update is aimed directly at that second phase.
Zoom Communications today announced two new capabilities for Zoom Virtual Agent: Agent Architect and the Agent Performance Suite. Together they target an operational gap that has opened as organisations move from initial AI deployment into scaled customer service operations.
Agent Architect is a generative workflow builder. Instead of manually designing agent flows, teams describe what they want in a prompt and Agent Architect expands it into a production-ready voice or digital agent — with intent interpretation, data source connections, and workflow generation handled automatically. The resulting agents can reason through requests, collaborate with other agents, and handle multistep customer interactions without following rigid scripts. Teams can review and refine the output before deployment.
The Agent Performance Suite addresses a related issue: visibility into whether agents are working. It combines simulation testing before deployment, real-time dashboards for resolution rates and containment, quality management that applies common evaluation standards to AI, human, and hybrid interactions, and a knowledge-base suggestions feature that uses successful human-assisted resolutions to draft new self-service content. The intent is a continuous improvement loop where every interaction, regardless of how it resolves, feeds back into the next.
"AI has significantly accelerated the CX landscape, and organizations not focused on outcomes fall behind," said Chris Morrissey, General Manager of Zoom CX. "It's no longer just about deploying it to drive efficiency, but about having the context to drive personalization at scale. But the challenge is eliminating the tradeoff between speed and sophistication, and Zoom CX bridges that gap so teams can personalize better, deliver faster, and drive stronger outcomes."
Zoom is also expanding multi-location deployment, allowing organisations to build a single AI-powered customer experience and deploy it across an entire network while maintaining local customisation of phone numbers, routing, greetings, and knowledge bases. An outcome-based pricing option, where billing is tied to resolved or successfully routed interactions, is available alongside the new features.
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