# Zoom Virtual Agent Reviews **Vendor:** Zoom **Category:** [Chatbots Software](https://www.g2.com/categories/chatbots) **Average Rating:** 4.5/5.0 **Total Reviews:** 217 ## About Zoom Virtual Agent Zoom Virtual Agent is an AI-powered solution that helps businesses deliver fast, effortless support to customers across both voice and digital messaging channels. It uses agentic AI to understand context, reason through complex requests, and take action to resolve issues end to end. Natively connected to Zoom Contact Center, it enables seamless handoffs between virtual and live agents while powering connected workflows and insights through Zoom Quality Management —unifying every channel into a consistent customer journey and driving continuous optimization. Built on Zoom’s scalable, secure platform, it’s fast to deploy, easy to manage, and flexible enough to grow with your business—giving customers instant answers without waiting on live support, reducing customer effort, and driving long-term loyalty that creates measurable financial upside. ## Zoom Virtual Agent Pros & Cons **What users like:** - Users appreciate the **instant query handling** of Zoom Virtual Agent, enhancing customer satisfaction and operational efficiency. (10 reviews) - Users value the **ease of use** of Zoom Virtual Agent, appreciating its seamless integration and efficiency in handling queries. (9 reviews) - Users value the **smooth integrations** of Zoom Virtual Agent, enhancing customer support and operational efficiency effortlessly. (7 reviews) - Users value the **automation capabilities** of Zoom Virtual Agent, enhancing efficiency and providing instant customer support without delays. (6 reviews) - Users appreciate the **instant responses** of Zoom Virtual Agent, significantly improving customer experience with efficient automation. (6 reviews) - Time-saving (6 reviews) - Intuitive (5 reviews) - Customer Support (4 reviews) - Easy Setup (4 reviews) - Users value the **efficiency** of Zoom Virtual Agent, as it automates support and handles queries swiftly and accurately. (4 reviews) **What users dislike:** - Users face **AI limitations** with Zoom Virtual Agent, often receiving off-topic or generic responses that require adjustments. (6 reviews) - Users experience **AI inaccuracy** with the Zoom Virtual Agent, leading to off-topic or generic responses for complex questions. (5 reviews) - Users report **inaccuracy** in responses, with mistakes, generic answers, and lack of relevance affecting the experience. (5 reviews) - Users find the **learning curve** challenging, requiring time and effort for effective setup and ongoing tuning. (3 reviews) - Users find the Zoom Virtual Agent **not intuitive** , struggling with complex queries and requiring extensive setup and tuning. (3 reviews) - Users experience **unclear understanding** due to scripted responses and a lack of human-like conversation flow in Zoom Virtual Agent. (3 reviews) - Usage Limitations (3 reviews) - Context Understanding (2 reviews) - Users find the **limited customization** options of Zoom Virtual Agent hinder the creation of natural conversation flows. (2 reviews) - Limited Features (2 reviews) ## Zoom Virtual Agent Reviews ### 1. The Solvvy team cares about YOU **Rating:** 5.0/5.0 stars **Reviewed by:** Erica C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** The Solvvy team doesn't simply care about making a sale, they care about me, my team, and our clients. They care that our KB is setup in a way that's helpful, and have taken those best practices to build their tool out so that if your KB is setup to succeed, Solvvy will succeed too. The team is patient, understanding, and kind. The tool is extremely easy to implement once you've done your prep work. **What do you dislike about Zoom Virtual Agent?** The cost is much higher than it used to be, however that's understandable considering all of the updated features, products, and reporting Solvvy now offers compared to what was available a few years ago. **Recommendations to others considering Zoom Virtual Agent:** Be ready to put in the work to get your KB into shape, don't shy away from the Solvvy team's feedback, and be in a "continuous improvement" mindset. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're solving a volume problem - we were receiving 1k tickets a day, and have cut that down by hundreds thanks to Solvvy's self serve toolkit. So we're seeing faster response times (under an hour, down from 2-3 days) and happier clients. ### 2. Terrific experience **Rating:** 4.0/5.0 stars **Reviewed by:** Allen R. | Senior Technical Content Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2019 **What do you like best about Zoom Virtual Agent?** The product keeps improving with great customer service. I love working with my representative from Solvvy and she's really diligent about finidng new ways that Solvvy can help enhance the customer support aspect of the business. **What do you dislike about Zoom Virtual Agent?** The analytics could use some work. Sometimes you really have to dig and work with Solvvy to get the stats and metrics that can help you make the best decisions. **Recommendations to others considering Zoom Virtual Agent:** Great company, good product, great customer service. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has helped us to deflect a tremendous number of phone calls and deliver solutions to our neighbors. Going forward, they're helping to develop new content to serve our neighbors. ### 3. Great for deflection, good support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** I like the fact that it integrates fairly well with our CRM systems and provides good reporting for cost savings. We are able to drive contacts to our Help Center where Solvvy is placed and it intelligently shows itself when users are logged in. We are able to connect our in-house forms and provide our agents with the info they need if the customer isn't satisfied with the suggested articles. This provides another layer of surfacing the right information to customer when they select certain fields within the form and also helps us downstream if it is escalated. **What do you dislike about Zoom Virtual Agent?** I wish there was more customization to the actual widget. However, the team is working on some major updates to it which are promising! There were some setbacks in regards to the machine learning components. I think that if there were more controls/restrictions on what types of tickets could be used for ML it would be optimal. However, this didn't limit us to manually teaching and helping Solvvy learn patterns within the tool. **Recommendations to others considering Zoom Virtual Agent:** I would make sure that it integrates well with your CRM. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are trying to help customers be more effective with self-service and also provide our agents with the best context to offer quicker, better support. We hope to gain insights on what our top questions are within our community and which articles are most and least helpful. We've been able to provide the right articles to customers - decreasing the number of tickets our agents face day-to-day. ### 4. It works if you work with it! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2019 **What do you like best about Zoom Virtual Agent?** Deflection to users to self-service and utilize the knowledge based tools provided (FAQ, Terms of Use) and currently at 30.7%, having recently checked. I also like that the data collected shows the most and least successful information that allows to celebrate the wins and make improvements where our knowledge base is weak. Announcements are great as needed and the fact that they can remain for longstanding issues is great! **What do you dislike about Zoom Virtual Agent?** Only that we are not quite there with the more enhanced features to Solvvy. This is on us, however, we are in the process of getting there as we learn the tool and discover what our capabilities are. **Recommendations to others considering Zoom Virtual Agent:** Ask for a deep dive when you feel the program is not providing a self-service rate to your expectations. As tip for anyone in transition between old vs. beta (PWA) sites, be sure your engineers know that PWA trumps the old site and Solvvy widget does not work for both unless you opt for both for a more seamless transition. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The ability for users to open multiple chats. Not quite sure how this can be prevented. Multiple outreach is not needed and I wish we can learn more about "how" to control this between Solvvy and Kustomer. Announcements request: I would love if the user was required to acknowledge/checkmark that (with chat), they are agreeing to not send multiple outreach and that we will follow-up via email as we approach their conversation. ### 5. Solvvy has changed the game for us **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** Solvvy is incredibly easy to implement, and if you already have an existing knowledge base it immediately gets to work solving your customers questions. We've found that 40% of the interactions going through Solvvy are addressed by the modal. After running it for a year I can safely say our customers have not had any complaints, and use it for quick answers to questions that otherwise would take a bit longer. Has been a bit load reducer for our team. **What do you dislike about Zoom Virtual Agent?** Solvvy could do a bit more on the conversational AI side, that is customizing the responses a bit more. The beauty of the tool is it can be plug and play, and I believe the tool will go to the next level once it introduces more conversational and customizable features. Somthing they are shipping right now which is great. **Recommendations to others considering Zoom Virtual Agent:** Leverage Solvvy support, they are wonderful. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has helped greatly reduce our "info/how-to" cases that customers often have. As it taps into our knowledge base, its also further exposed the existing self help resources to customers in tthe most low effort way possible (sharing the specific answer in the article). Many other solutions simply link to the entire article, which we have found to be ineffective. Solvvy also has a wonderful broadcasting feature. You can add a banner on the modal if you wanted to announce somthing to customers as they enter your support flow. Great for communicating larger events or issues with your product. Scaling our support: Allowing our team to focus on the more challenging cases. ### 6. Solvvy Virtual Assistant Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2020 **What do you like best about Zoom Virtual Agent?** That it's able to crawl our knowledge base and return snippets of the correct answer in addition to the link to the entire article within our knowledge base vs just giving the user a link and expecting them to find it on their own. **What do you dislike about Zoom Virtual Agent?** if there was a way for the coaching feature to be more robust and making it easier for us to tie specific content to specific questions. **Recommendations to others considering Zoom Virtual Agent:** N/A **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Providing users an integrated experience to answer the most common questions without having to leave our product and navigate to an external knowledge base. We've realized an increased self service success rate and a reduction in the number of tickets created. ### 7. Great solution for self-service solutions **Rating:** 5.0/5.0 stars **Reviewed by:** Adam B. | Head Of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** The accuracy of finding relevant KB articles. A very simple process to add to our support page and easy to maintain when adding new articles. **What do you dislike about Zoom Virtual Agent?** Menu box not very customizable in the settings menu. **Recommendations to others considering Zoom Virtual Agent:** Keep on adding KB articles and crawl your content from the Solvvy dashboard **What problems is Zoom Virtual Agent solving and how is that benefiting you?** With the huge influx of inquiries since the start of the pandemic, Solvvy has been crucial in helping our support team by handling hundreds of tickets. ### 8. Solvvy delivers! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2020 **What do you like best about Zoom Virtual Agent?** - Easy to use, implementation was very smooth - Great built-in dashboards - We saw an immediate impact **What do you dislike about Zoom Virtual Agent?** Wish there was more customization of the modal itself. However, it does seem like they're headed in that direction product-wise based on recent updates. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy really helped us with self-service. A lot of our customers were asking questions that were easily answerable from the support center website, but for whatever reason they weren't finding the content. Solvvy has bridged that gap, and the coach tool helps us to understand the ways customers ask questions too, so we can make our content more user-friendly as time goes on. ### 9. Great product for deflecting tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2020 **What do you like best about Zoom Virtual Agent?** Solvvy's deflection rate is better than any other product we tested. Saving us tens of thousands of dollars a year. **What do you dislike about Zoom Virtual Agent?** With the new design there's not a lot to dislike. Could use some more customization on what a customer sees on each page. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Customers are finding answers to Tier I questions easily and quickly. We have been able to keep our CX team small and not grow at the same pace as the company because of this. ### 10. Very easy A1 **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy’s pretty easy to setup, and even easier to maintain **What do you dislike about Zoom Virtual Agent?** The modules are pretty inflexible - basically anything you want to get done has to be done manually from their end. A self service company without a ton of self service features, but I know they’re working on improvements. **Recommendations to others considering Zoom Virtual Agent:** The self-service rate is truly unparalleled! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Tons! Customers have a lot more of an ability to find information themselves. ### 11. Great tool for driving support deflection **Rating:** 5.0/5.0 stars **Reviewed by:** Evan S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** Great looking tool, AI presents best answers for our customers **What do you dislike about Zoom Virtual Agent?** Looking for a bit more customization to reflect our brand **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solving the problem of needing more support reps. The benefits are that we can scale while using a tool and not adding an extra level of support to the team. ### 12. Has become an invaluable component within our support model. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2020 **What do you like best about Zoom Virtual Agent?** I love the insight that Solvvy provides on our support trends. **What do you dislike about Zoom Virtual Agent?** I am excited to see how Solvvy continues to evolve and integrate greater customizations into their dashboard. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy on average resolves 40% or more of our inbound support requests. ### 13. One of the best solutions to drive Self Service! **Rating:** 5.0/5.0 stars **Reviewed by:** Justin W. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy is able to surface the information already listed on your site for customers in a very informative way to help customer's learn where to find answers posted, rather than taking the extra time and energy to reach out which can save on employment resources allowing you to focus on other tasks than repeating what is already available. **What do you dislike about Zoom Virtual Agent?** I would say getting set up is the only challenge, not that it is even very difficult but does require resources to get fully integrated with your own systems - but once up and running, no complaints! (and they are very helpful through this process) **Recommendations to others considering Zoom Virtual Agent:** Get with it and sign on Solvvy, they are a great team and the service they provide is top notch! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Reducing customer interactions regarding topics that are clearly laid out in our FAQ, which also allows our customers to self serve and complete tasks on their own - leading to better customers and reduces contact volume! ### 14. Intuitive support tool for Customer Care department **Rating:** 4.0/5.0 stars **Reviewed by:** Alix Q. | Customer Care Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2019 **What do you like best about Zoom Virtual Agent?** The interface in the back end is really intuitive and we get to see all main info needed on the same page. I also love the flexibility of the tool (chat or calls or emails depending on times of day). I love the clarity of the tool and how much clearer the contact flow is with Solvvy. I would definitely recommend it for a business! The fact of being able to train Solvvy also makes a huge difference as the tool is constantly being worked on and improving according to business needs. **What do you dislike about Zoom Virtual Agent?** I find it hard to pull out the data on some sheet template. I feel like we could go deeper in the data analysis with this kind of tool but it's quite limited. This is the biggest area of focus for me in terms of improvement as this data is only useful when it can be analyzed efficiently and thoroughly. **Recommendations to others considering Zoom Virtual Agent:** Go for it! Amazing tool! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The contact us flow is so much easier and clear. I feel like it's also easier to outline how customer's can reach out to us and the most efficient ways to self-serve themselves too. It also creates a unique funnel for reaching out to us which is more efficient. Even if the data extraction is not the best, it's all under the same roof which is appreciated. ### 15. Solvvy is like having another Support Rep! **Rating:** 4.5/5.0 stars **Reviewed by:** Beth R. | Senior Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Zoom Virtual Agent?** With Solvvy, our Customer Support team has seen a significant improvement in our customer self-service rate- and satisfying decrease of our ticket volume. We already had a fully fleshed-out, evolving/improving Help Center, but we just needed our customers to use it more effectively! Solvvy is bridging that gap, helping deflect over 20% of our tickets, as well as providing insights into how we can make our Help Center content even better and more friendly to customers. In addition, Solvvy provides detailed statistics about the most viewed knowledge-base articles as well as some nifty cost-saving stats that puts a dollar value on ticket deflection. Solvvy Coach, the machine-learning aspect of Solvvy, is easy to use when we want to match frequently submitted questions to our applicable help files. **What do you dislike about Zoom Virtual Agent?** Solvvy would benefit from some improvements with respect to ticket form integration. We miss having access to User Agent data (which came out of the box with our help desk and often helped us locate users and resolve issues). Additionally, we are not able to integrate Solvvy with some features in our Help Desk form builder, which would help streamline our incoming tickets and triage process. In addition, Solvvy Coach only detects article updates in our KB once a week, which makes updates slow to adopt by Solvvy. **Recommendations to others considering Zoom Virtual Agent:** It takes time to see the benefits of Solvvy It's often time-consuming to use Coach to match questions to available KB articles, so expect to spend time weekly doing this. (It's a manual process, but it pays off in the form of more ticket deflection.) Don't expect Solvvy to do all the work The more attention that Support personnel or data scientists pay to statistics provided by Solvvy about self-service rates, most-viewed articles, etc, the better chance you'll have to make the right improvements to both Solvvy Coach and your help center. Solvvy is a really smart tool, but it can't get everything 100% right! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We've seen a consistent 20%+ self-service rate that often exceeds 25-30%, meaning that we've had 20%+ less tickets due to customers finding answers to their questions in our Help Center. This has given our team more time to strengthen our knowledgebase both internally and externally, improve team processes, and become more valuable and strategic partners to the rest of our team. Less tickets = more time = a more effective team! ### 16. I will definitely recommend for the right customer! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** The enhanced metrics on customer satisfaction **What do you dislike about Zoom Virtual Agent?** The AI needs lots of training and sometimes will pull weird results **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our app contains a lot of features and it can be difficult for them to find exactly what they need. Solvvy makes it much easier for these customers to find the exact answers they're looking for. This has significantly decreased calls to customer support and increased customer self service. ### 17. Boosting Self-Service w/ Solvvy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2020 **What do you like best about Zoom Virtual Agent?** Working with the team at Solvvy, we've been able to enrich our using experience by offering better personalization, reporting, and self-service. Solvvy helps us free up agent time on questions that need an agent response, instead of answering basic questions. **What do you dislike about Zoom Virtual Agent?** Solvvy is a little bit more slow-moving compared to some of the other vendors we work with and the functionality is a little bit more limited/specialized. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Agents on our team are spending more time focused on high-value customers and priority issues, while Solvvy is helping to automate processing general support inquiries. ### 18. Excellent Support System for our Team **Rating:** 4.0/5.0 stars **Reviewed by:** Rachael V. | Bilingual Specialized Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy helps the flow of our customer experience survey, making it easier for both the front and back end. The self-service rate of our customers has grown tremendously through the use of Solvvy. **What do you dislike about Zoom Virtual Agent?** There is not a lot of control for the user to edit the format and dashboard of solvvy. Would love to see more flexibility on the user end to format the way applicable for our team. **Recommendations to others considering Zoom Virtual Agent:** Try it out! It has helped our customer flow and made for a better user experience for our customers.. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The filters on the articles are not always correct, when coaching, searching for an solution in french requires the full complete sentence of the article. When coaching in english, the keyword search is much more smooth. ### 19. Great product for self service and channels steering **Rating:** 4.5/5.0 stars **Reviewed by:** Khalid A. | Senior Manager Business Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2019 **What do you like best about Zoom Virtual Agent?** Friendly, responsive implementation and sales team. The product helps customers self serve and reduced our phone call volume. The product allows us to divert customers to the most appropriate channel. For instance customers with urgent issues we can divert to phone, while customers with less urgent issues are forced to submit a webform. **What do you dislike about Zoom Virtual Agent?** I wish we could customize the user experience so that some customers don't have to go through Solvvy. Some customers, especially those who are high-value or those who have an urgent issues shouldn't have to go through Solvvy. Granted, Part of this is a limitation of our website and the user parameters we're exposing to Solvvy, **Recommendations to others considering Zoom Virtual Agent:** Be thoughtful in where you place Solvvy in your support site. You'll need to have someone on your team to build out content for Solvvy to reference and to train Solvvy. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We have achieved considerable self service volume, this enables customers to get their questions resolved quicker. This also means that our agents can focus on solving more challenging customer issues. ### 20. Excellent way to increase self-service rate **Rating:** 5.0/5.0 stars **Reviewed by:** Eric C. | Community Support Team Manager, Sports, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy's ability to crawl through our Knowledge Base and serve up specific passages within articles relating to the question entered in by the user is awesome. We no longer give a link to an entire article, it shows the actual relevant part. Additionally, its reporting and training tools has increased its effectiveness for our platform. We were struggling with a 10-15% self-service rate prior. Once we introduced Solvvy, we saw that jump to 20%. But after two major events: hiring an actual content management team and giving Solvvy the time and training to truly crawl our articles shot that SSR% to the mid-30% range AT ITS LOWEST. This allows our colleagues to concentrate on answering truly difficult and problematic questions instead of the same simple, formulaic inquiries every day. **What do you dislike about Zoom Virtual Agent?** It's still young and it can have some bugs with implementation. Sometimes features aren't quite ready for prime time (usually in regards to user interface). However, it's all in how you handle these and Solvvy is very responsive and willing to work with your team to resolve these issues. **Recommendations to others considering Zoom Virtual Agent:** The trial is solid but it really starts to shine after giving their software sufficient time to crawl your KB. Additionally, it will only be as good as your own KB is - investing time and resources to improving your support site is key to getting the most from Solvvy. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We believe everyone wants to help themselves before getting into the back-and-forth of conversing with an agent/colleague via chat or email. Solvvy truly recognizes this and is delivering an excellent service that allows our members to truly get solutions immediately. ### 21. Solvvy Creates time for your agents **Rating:** 4.5/5.0 stars **Reviewed by:** Torry B. | QA and Training, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy has been great in solving issues for our "low hanging fruit" customers allowing us to focus on those customers who need a little more involvement and time from our agents. It works 24/7 and can handle multiple customers at the same time while an agent can only focus on one customer at a time. **What do you dislike about Zoom Virtual Agent?** We ran into some roadblocks getting Solvvy integrated with our app for the phone and tablet. But Solvvy has been working hard and our customers now will see Solvvy in the Android along with Web. **Recommendations to others considering Zoom Virtual Agent:** Solvvy does a great job helping free up your agents time and to allow them to focus on customers issues that need some extra time and effort on the agents part. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Some customers don't realize that their issue may be a very easy fix if they just used out support page. But for some reason they try to contact us instead. This was taking time away from those customers who really needed some help getting their issue resolved. Solvvy has helped us to save time and focus on the real issues. Also, Solvvy doesn't take a lunch, doesn't need to be paid benefits and can work with multiple customers at the same time! ### 22. A great solution for a growing customer base and team! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2019 **What do you like best about Zoom Virtual Agent?** What I like best about Solvvy is how easy it is to train. By spending only about 30 minutes a day training Solvvy, our organization is able to see our self-service rate steadily increase. Solvvy now helps our customers find answers to over half of their questions, so our team can grow in a healthy way and focus on providing the best service to our customers. **What do you dislike about Zoom Virtual Agent?** On the rare occasion that something needs to be redacted from a customer question while we're coaching Solvvy (usually Solvvy is able to catch this on their own before it comes up while coaching), it would be great if we had a way to redact text ourselves in a quick and secure way. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're able to decrease the number of tickets our agents have to answer which gives our team more bandwidth and time to focus on improving our service and product in other ways. We're able to devote more hours into "face to face interactions" with customers (live video calls and webinars) that are crucial at the onboarding stage, and make sure our agents are trained to assist customers with more complex issues. ### 23. Cool first line of defense **Rating:** 4.5/5.0 stars **Reviewed by:** Roxana G. | Customer Engagement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy is the first weapon in the fight for self service. And self service is beginning to be an important factor towards customer satisfaction - Solvvy also helps us understand which topics are more important to our customers, which gives us a good grasp over what we can additionally do to make them happy. Through reporting we can also calculate our ROI for the tool, which is great in terms of monitoring its performance. **What do you dislike about Zoom Virtual Agent?** Reporting is an area that would need a bit of improvement - it currently offers enough information to measure general performance, but sometimes some more granularity could be useful. Also, exporting more data (for an extended period of time) could also be useful. I don't see any clear downside of using Solvvy for the moment. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Reducing the number of contacts we get for simple queries is the main benefit we noticed - overall, customers solving their own concerns led to a decrease in our price per contact. ### 24. Must-have for Support Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Meagan M. | Head Of Customer Experience, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy is fancy yet easy, provides a ton of value for "forcing" users to self-serve before they contact CS/CX **What do you dislike about Zoom Virtual Agent?** The only thing I dislike about Solvvy so far is that the little symbol/icon for the widget is not clear to users on its own. It's just some circular arrow thing (especially on mobile devices where it's not accompanied by the text) **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy reduces our weekly ticket/contact volume by a substantial and measurable amount. The Solvvy dashboard is built to clearly display its own ROI by assigning a "cost" to every ticket that is deflected from requiring a human from your Support Team to respond to. Users are forcibly exposed to FAQs articles instead of paging right past them and sending an email or calling ### 25. Solvvy is a game changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Tawnya R. | Documentation Lead, Consumer Electronics, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Zoom Virtual Agent?** The absolute best aspect of Solvvy is being able to help more people and have a wider impact while still having a smaller support team. With the sheer volume of tickets that we see on a daily basis, Solvvy has drastically reduced our team's workload, which allows us to focus more energy on being proactive vs reactive to our users. It's definitely helping us scale while we grow as a company! **What do you dislike about Zoom Virtual Agent?** The only downside is that we don't get an accurate measure of the self-service rate for people who come to our Help Center and resolve their issue prior to getting to the ticket submission form. It would be great if we could get a full self-service score from all sides, but that ideal world may not be possible. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The type of problems we solve with Solvvy include identifying Help Center resources for our users that they may not have realized existed previously. It's great to be able to train Solvvy as well, to help it learn how to make the best suggestions based on custom questions we see coming in. Our business has three customer types, and we are significantly above benchmark for all user types success rates. Solvvy has helped me better understand what users are looking for, what content I can add to better their experience, and how to measure our success. ### 26. A game changer for self-service support, backed by an awesome team. **Rating:** 5.0/5.0 stars **Reviewed by:** Ros d. | Customer Outreach Programs Manager, Semiconductors, Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2018 **What do you like best about Zoom Virtual Agent?** My team have now implemented Solvvy across two support sites and well, the choice as to whether to use this product or not is a no brainer. While the Solvvy instance on one site has a case deflection rate of 8-12%, the other, newer (v2) implementation is reporting a 20% case deflection rate - which is truly incredible! So, of course I love that we're enabling self-service support and bringing down case volumes... But I don't think I'd love the service quite as much as I do without the Solvvy team. Quite simply, they've always been there - as a team - to hop on calls, work with our Salesforce admins and walk us through every step of the way. From defining our requirements, to customizing and implementing the Solvvy modal, to following up, the Solvvy team have been invaluable. **What do you dislike about Zoom Virtual Agent?** Implementing the v2 modal has required a fair amount of custom work to integrate with Service Cloud - which the Solvvy team have really helped out with, mind. v1 was simply a matter of adding a code snippet to an existing form, whereas with v2, we've needed to loop in our Salesforce devs to grant the permissions needed to create cases, plus request a handful of revisions to the Solvvy form to get it working right. We still need to carve out time with their team and ours, to ensure file attachments can be added to cases. But once that's working, v2 will be truly fabulous. **Recommendations to others considering Zoom Virtual Agent:** Just do it. If you have a knowledge base and/or customer resources and think that they could be doing a better job of solving inbound email and phone cases, this is fabulous solution for surfacing that content in a non-intrusive way. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Enablement of customer self-service, to allow customers to find the answers to their questions with minimal effort, while reducing inbound email and phone case volumes. Across two Solvvy instances, we have seen case deflection rates of 8-20%. ### 27. New Ticket Deflection Galore! **Rating:** 4.5/5.0 stars **Reviewed by:** Will K. | Support Operations Manager, Human Resources, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Zoom Virtual Agent?** Although we're a SaaS product that's fairly complex in nature, Solvvy has done a wonderful job at surfacing the most relevant Help Center content we've built to enable our users to have instant resolutions without having to contact our Support Team. The training process for coaching Solvvy is pretty fun. From a customer perspective, the best part is how it surfaces relevant content WITHIN a help center article to the user. Not just a headline or first portion of the article. **What do you dislike about Zoom Virtual Agent?** There's not a ton to dislike. As our operation grows more complex in nature, I'd like to see us have the ability to have custom forms or for the ability for Solvvy to live within an iFrame. Reporting is straightforward and simple. I wouldn't call it a con, but there's room for more improvement. **Recommendations to others considering Zoom Virtual Agent:** Consider whether or not you have enough Help Center content currently built out for Solvvy to have an impact. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has allowed us to have our support staff to focus mainly on more difficult questions and less "low hanging fruit." It's also encouraged us to keep building new Help Center content and invest in technical writers. ### 28. Great Product, Support Needs Some Work **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** The Solvvy product itself is great. We purchased the tool anticipating a 30% SSR and we are consistently hovering at a 58% SSR which is far and above what we expected. We're thrilled with the tool's performance. **What do you dislike about Zoom Virtual Agent?** Implementing the tool on our website and on our web widgets was relatively seamless. We were up and running quickly. However, implementing the SDK tool has taken many, many months and we're still not done. Developer documentation was poor in quality and often times nonexistent. We are needing to rely on Solvvy developers heavily and it's been a very slow process. Our team has uncovered a number of SDK bugs and it's been a consistent back and forth problem. Our account manager - Carly - has luckily been a great communicator and support throughout the process. But we are disappointed with the process and the slow implementation. **Recommendations to others considering Zoom Virtual Agent:** Do all the math and analysis for ROI and LOE for implementation before deciding to purchase. It took our team extra time to do this but in the end, I believe we made a really informed decision in purchasing the tool and it's paid off for us. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy is consistently deflecting a large number of tickets which directly impacts how our Agents are spending their time. It's also impacted our staffing needs for our fall busy season. Knowing that there are a large number of customers out there who didn't need to wait around for a response from our Team because the answers surfaced in Solvvy is fantastic and exactly what we were hoping would happen. Solvvy also forced us to redesign our Help Center and make our articles more user-friendly -- had we not purchased Solvvy, we likely wouldn't have redesigned the Help Center nor spent as much ongoing time taking care of it and making sure it's useful for our customers. ### 29. Solvvy is a Game Changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley C. | Sr Manager CX, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy has enabled tremendous progress in helping customers get the information they need quickly and accurately - their search functionality is unmatched! In addition, the Solvvy team is reactive and helpful, ensuring that we have the best experience possible. **What do you dislike about Zoom Virtual Agent?** We're looking forward to some upcoming releases which will give us more autonomy in maintaining copy and updates for the widget. **Recommendations to others considering Zoom Virtual Agent:** While Solvvy is an investment, it has proved its value through the high deflection rates for the industry and provides a superior user experience. Plus, they're constantly making improvements! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We've seen a drastic reduction of projected ticket volume thanks to Solvvy, and the experience is streamlined and simple. ### 30. Boosting Self Service **Rating:** 5.0/5.0 stars **Reviewed by:** MARY K. | senior program manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy's worked closely with us to help ensure we get the most benefit from their features. We love that we are helping our customers help themselves, which is often a faster avenue to resolution than going thru our customer service team. Fast service = happy customers! **What do you dislike about Zoom Virtual Agent?** We don't dislike anything about Solvvy. As we've identified quantifiable problems, they've helped us to resolve them (like updating the UX and UI to accommodate our mobile users). **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Improving the UX and UI to improve the experience and self service rates for mobile users. Overall improvements in self service rate. Increased volume of self service. ### 31. AI making it easy **Rating:** 5.0/5.0 stars **Reviewed by:** Bernardine M. | Customer Experience / Quality Assurance Manager, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy has helped deflect over 55% of cases. This has improved our customer effort exponentially. **What do you dislike about Zoom Virtual Agent?** I have not seen a downside to this product, as long as we are training the system and creating relevant articles and content the automation works great. **Recommendations to others considering Zoom Virtual Agent:** Ensure that you have a robust knowledge base to extract relevant articles. Also, spend time training the system. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Trying to solve for deflection of the simplest of issues so front line advocates can focus on more intricate concerns. Benefit of 55% + case deflection allows us to provide world-class customer service. ### 32. A Great Tool, A Even Better Partner! **Rating:** 5.0/5.0 stars **Reviewed by:** Steven R. | Vice President Of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2019 **What do you like best about Zoom Virtual Agent?** I enjoy brainstorming with the team and overcoming customer challenges from an automation standpoint. Customers want immediate answers with little to no effort in receiving support. Solvvy gives you the best of both worlds. **What do you dislike about Zoom Virtual Agent?** I would love the ability to A/B test more on my end to see how we can improve our already strong self-service rate. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** It helps with scaling my support team. I consider it another set of support agents. Solvvy has helped us reduce customer effort as a first line of communication when customers need help. ### 33. Recommend Solvvy **Rating:** 3.5/5.0 stars **Reviewed by:** Lauren H. | VP, Head of Communications, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy really cuts down on the number of tickets that have to flow through our agents. It not only helps with time, but with money. We are more effective as a Customer Service Team. **What do you dislike about Zoom Virtual Agent?** I would like Solvvy to have a higher self resolution rate so we are working on that! The Solvvy Team is working closely with us on this. **Recommendations to others considering Zoom Virtual Agent:** It's a great decision! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Especially during high ticket times, Solvvy helps drastically in making sure we respond to customers quickly. ### 34. Cut down tickets by 30% **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel H. | Business Development Manager, Apparel & Fashion, Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2019 **What do you like best about Zoom Virtual Agent?** Its so easy for customer to use, and for admins to use as well. Customers get the information they need, fast. Within a week of implementing it, we noticed a significant decrease of inquiries- all those questions with answers in our knowledge base were no longer being emailed/chatted in. The customer got their information fast, and the feedback it gives is great. **What do you dislike about Zoom Virtual Agent?** Its still growing, so there are bumps here and there, but their admin interface was probably the only weak spot- but that has improved a lot since we implemented. **Recommendations to others considering Zoom Virtual Agent:** It was a game changer for our (at the time) small team. It saved us from high spikes in common questions (our business is seasonal). But, it will only be as good as your knowledge base. Take the time each week to look at what isn't being answered, how your knowledge base is worded/organized - it will save you so much money in the long run, and help improve both your agent and customer satisfactions. Also since those "easy" questions are no longer being answered by agents- you will need to make sure your agents can handle the increased difficulty of inquiries. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** It cut down 30-40% of all customer inquiries each week. Our customers don't have to wait for an answer that we've already provided, and if its doesn't answer their question, its seamless for them to carry it on to a message to us. Its made both customers and agents less frustrated about certain questions. We now have someone focused on maintaining the knowledge base and "training" solvvy to improve. The feedback on what people are asking about also helps us keep an eye out for potential bugs on the site. ### 35. Solvvy's strengths didn't reveal themselves until I put it into action **Rating:** 4.5/5.0 stars **Reviewed by:** Noah K. | Director of Community Support, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Zoom Virtual Agent?** While for sure a big benefit from Solvvy is helping us reduce the volume of incoming tickets, Solvvy has helped us set up crucial feedback loops within my CS team's processes that allow us to intelligently and efficiently identify knowledge gaps and add updates to our help center. The process of sitting down as a team and regularly training Solvvy helps us catch areas where we may not have adequate answers, and we note these so that we can appropriately update our HC. **What do you dislike about Zoom Virtual Agent?** It adds a layer of technical complexity, and isn't always super easy to customize. For instance, we have highly specific data that we want to try to collect, and the only way to grab it when a user writes in might be to build a whole custom interface. Unfortunately, as far as I know, Solvvy doesn't allow for highly customized interfaces (beyond what Zendesk allows) for ticket submissions. Another aspect is the drop off rates - I wish there was a better way to tell if someone leaves Solvvy without clicking "This answer solved my question" because they actually found their answer, or instead because they just got frustrated. As these all count towards our self-service rate, it would be great to break things down in a more nuanced way. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** 1. Efficient ticket handling and streamlining. Having a dynamic interface that adapts to each person's question and can show them relevant answers they may not have found themselves is incredibly helpful for ticket deflection. It helps ensure that we are making the most use of time and money with the actual humans who are answering the tickets that come in. 2. Making sure our help center is the best it can be. The algorithm training process gives us a great mechanism by which we can identify knowledge gaps, note them, fix them, and then re-train Solvvy to "learn" the updated information. I find this kind of feedback loop extremely valuable. ### 36. Adds a lot of value with pretty minimal effort onboarding. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Zoom Virtual Agent?** I think besides basic deflection of issues, I like that it adds so much value in terms of understanding what customers are asking and where your current are not finding answers. **What do you dislike about Zoom Virtual Agent?** I think there are some little UI issues that need to be ironed out but this is pretty minimal. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We have seen immediate deflection from solvvy which is very important to us in this time of the year. Additionally we have not had really robust analysis of knowledge base performance and they are helping us in this regard as well. ### 37. Amazing team offering a unique solution where they do most of the heavy lifting **Rating:** 4.5/5.0 stars **Reviewed by:** NORBERT H. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2019 **What do you like best about Zoom Virtual Agent?** The team at Solvvy were able to help us rapidly spin up a proof on concept **What do you dislike about Zoom Virtual Agent?** The POC required a bit of content tweaking to be effective **Recommendations to others considering Zoom Virtual Agent:** One of the pain points of implementing most systems are getting resource time to implement—Solvvy solves this with a great team of friendly and helpful people who made the set-up and refinement process. Would highly recommend these guys, **What problems is Zoom Virtual Agent solving and how is that benefiting you?** IOT Tech how to, set-up and troubleshooting for a broad consumer audience ### 38. Solvvy deflects customer questions **Rating:** 4.0/5.0 stars **Reviewed by:** Ryan C. | Customer Success Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy forces customers to at least try and search for a solution themselves before contacting support **What do you dislike about Zoom Virtual Agent?** requires a lot of training and does not always crawl articles the way it should **Recommendations to others considering Zoom Virtual Agent:** Set up your HTML correctly **What problems is Zoom Virtual Agent solving and how is that benefiting you?** It sometimes seems to grab portions of articles without surfacing the entire section, even if the HTML is edited correctly ### 39. Good Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2020 **What do you like best about Zoom Virtual Agent?** It is easy to use and the reporting is very clear cut. **What do you dislike about Zoom Virtual Agent?** Support is only via email but the response time is pretty quick. I just wish there was chat access. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** It is great for support deflection. ### 40. Great, but can be better! **Rating:** 4.0/5.0 stars **Reviewed by:** Jaydree S. | CX Specialist, Knowledge and Digital Content, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2019 **What do you like best about Zoom Virtual Agent?** The AI tool itself and the support we've gotten **What do you dislike about Zoom Virtual Agent?** The functionality of the tool, featured options **Recommendations to others considering Zoom Virtual Agent:** Train and think about how they're implemented! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has helped us deflect tickets. However, we've having major problems with the backend - reporting, granularity, and deep dives while coaching ### 41. Very Successful Self-Service Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2019 **What do you like best about Zoom Virtual Agent?** It learns! It does a wonderful job of learning over time and improving. **What do you dislike about Zoom Virtual Agent?** I wish more of the customization was in my hands. **Recommendations to others considering Zoom Virtual Agent:** You need a solid Help Center before you can really leverage it. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are helping customers help themselves! ### 42. Great for driving self-service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Zoom Virtual Agent?** The insights to knowledge gaps in our FAQs **What do you dislike about Zoom Virtual Agent?** It takes a while for it to suggest relevant content **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Allowing customers to get answers to their easy questions and focusing the agent power on more complex cases. ### 43. Great tool, great partner **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy has been a key part of our strategy to enhance our self-service offerings and provide our customers with the most accurate answer to their question quickly and effectively. **What do you dislike about Zoom Virtual Agent?** More administrative control, such as the ability to toggle channel offerings at the end of the Solvvy modal flow ourselves without reaching out to Solvvy for assistance. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Increased self-service participation! ### 44. Great time using solvy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2019 **What do you like best about Zoom Virtual Agent?** What i find most helpful with solvy is the ease of service **What do you dislike about Zoom Virtual Agent?** What i dislike is that it's a little slow **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Using to solve business needs, it makes life alot easier ### 45. Helping customers help themselves **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley H. | Senior Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2019 **What do you like best about Zoom Virtual Agent?** We're able to provide really high-impact service to people who really need our attention, while customers who want to help themselves can do it quickly without feeling like they're interacting with a robot. **What do you dislike about Zoom Virtual Agent?** Still trying to figure out the best way to report on metrics, but the new dashboard has helped with this tremendously. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has allowed us to spend more time on more sensitive customer conversations, building stronger connections with our community. ### 46. Solvvy is a wonderful operational tool backed by humans who listen! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Ease of implementation. Simple interface with customers. Amazing algorithm and backend machine learning. Great service and partnership. **What do you dislike about Zoom Virtual Agent?** Move faster on the roadmap and get more awesome features out there! ;) **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Improved resolution time for customers. Improved NPS and CSAT. Improved employee satisfaction. ### 47. Near-perfect solution for ticket reflection **Rating:** 4.5/5.0 stars **Reviewed by:** Vu P. | Support Solution Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2019 **What do you like best about Zoom Virtual Agent?** Easy to use for customers. Search accuracy is high. **What do you dislike about Zoom Virtual Agent?** Many of our solutions are posted in Community. We would love to see more results from Community. **Recommendations to others considering Zoom Virtual Agent:** None **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Ticket deflections for "How to" questions. Sometimes even troubleshooting questions. ### 48. Solvvy at Headspace **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Zoom Virtual Agent?** Giving our members the opportunity to find the answers they are looking for quickly and on their own time without needing to wait for us. **What do you dislike about Zoom Virtual Agent?** I wish we could get more specific recommendations on the performance of our HC articles. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are solving problems of deflecting basics tickets without needing to throw more people at the problem. ### 49. Very good ticket deflection tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2019 **What do you like best about Zoom Virtual Agent?** Easy to user dashboards & great tool for ticket deflection. Solvvy is a very big part of our everyday operations. **What do you dislike about Zoom Virtual Agent?** Nothing to note off the top of my head.Solvvy does a great job and is very user friendly. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** They alleviate about half of our daily email customer contact volume. ### 50. Friendly service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2019 **What do you like best about Zoom Virtual Agent?** Easy to use interface, effective product, helpful staff **What do you dislike about Zoom Virtual Agent?** Right now solvvy is performing less effectively than my search within zendesk. It is taking a little longer than I expected to get an answer on why this is or how it can be improved. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Deflecting support tickets is the main benefit ## Zoom Virtual Agent Discussions - [What business results does Solvvy deliver?](https://www.g2.com/discussions/results-ce66dc8b-310b-4b6a-82d0-8012165556c0) - 1 comment, 1 upvote - [Who are Solvvy's customers?](https://www.g2.com/discussions/customers-4afebff1-c044-4489-a23d-bd19e8f08803) - 1 comment, 1 upvote - [How long does it take to implement Solvvy?](https://www.g2.com/discussions/implementation-1d536d54-d39b-4e9e-b50a-0bd3aceefea4) - 1 comment, 1 upvote - [Does Solvvy offer a free trial?](https://www.g2.com/discussions/free-trial-f6ae7758-27c3-441e-8d27-352acb63af51) - 1 comment, 1 upvote - [What is Solvvy used for?](https://www.g2.com/discussions/what-is-solvvy-used-for) - 1 comment - [View Zoom Virtual Agent pricing details and edition comparison](https://www.g2.com/products/zoom-virtual-agent/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-05-14+10%3A24%3A07+-0500&secure%5Bsession_id%5D=46e8c789-619c-4b95-b6bd-179a618ad7ab&secure%5Btoken%5D=07d2b5ae3c2b483f46710351e439644f4c6d2da6e4a4926e3487ca2431dae9b3&format=llm_user) ## Zoom Virtual Agent Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Gorgias](https://www.g2.com/products/gorgias/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) ## Zoom Virtual Agent Features **Core Conversational Capabilities - AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars **Data** - Reliability - Data Security **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Voice Recognition - AI Voice Assistants** - Voice Recognition **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Context Management - Customizability **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls ## Top Zoom Virtual Agent Alternatives - [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) - 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