--- title: Zoom Virtual Agent Reviews meta_title: 'Zoom Virtual Agent Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 228 reviews by the users' company size, role or industry to find out how Zoom Virtual Agent works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 228 scale: '5' date_modified: '2026-07-17' parent_category: name: Conversational Intelligence url: https://www.g2.com/categories/conversational-intelligence --- # Zoom Virtual Agent Reviews **Vendor:** Zoom **Category:** [Chatbots Software](https://www.g2.com/categories/chatbots) **Average Rating:** 4.5/5.0 **Total Reviews:** 228 ## 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 value the **seamless connectivity** of Zoom Virtual Agent for effective customer support and smooth transitions to live agents. (10 reviews) - Users appreciate the **ease of use** of Zoom Virtual Agent, enjoying its seamless integration and automation for customer support. (9 reviews) - Users value the **s seamless integrations** of Zoom Virtual Agent, enhancing efficiency in customer support and overall user experience. (7 reviews) - Users appreciate the **automation capabilities** of Zoom Virtual Agent, providing instant, efficient customer support responses effortlessly. (6 reviews) - Users appreciate the **helpfulness** of Zoom Virtual Agent in quickly resolving customer queries and enhancing overall support efficiency. (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 notice the **limitations in AI response** when facing complex queries, necessitating frequent human assistance and setup effort. (6 reviews) - Users note that the **AI inaccuracy** can lead to unhelpful responses for complex queries, impacting effectiveness. (5 reviews) - Users note the **inaccuracy** of Zoom Virtual Agent, particularly with complex queries and varied phrasing, impacting helpfulness. (5 reviews) - Users often find the **learning curve steep** , requiring time and effort for effective setup and ongoing maintenance. (3 reviews) - Users find the **not intuitive** setup of Zoom Virtual Agent challenging, requiring significant effort for effective customization and training. (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. Great deflection tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Zoom Virtual Agent?** Solvvy is intuitive and straightforward. The onboarding process was very seamless, and the team made us feel very supported throughout. Both the implementation and account management teams were very responsive to our questions. **What do you dislike about Zoom Virtual Agent?** The UI is a bit clunky and not intuitive - for example, there are minimal auto-save features throughout, which can lead to making changes and then having to go back and do them again. There is also room for improvements in terms of holistic analytics since a minimal amount of data gets passed back to your CRM; capturing minor data points requires development time, if possible at all. While it does offer more capabilities than the built-in Zendesk Answer Bot, the overall UX/UI is getting outpaced by companies like Ada and Forethought. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our primary goal for Solvvy is to enhance customer wayfinding and improve deflection. Solvvy has helped us to reach these goals in just over a quarter. One of the first findings was to improve our knowledge base to provide better solutions to our customers at scale. ### 2. HelloFresh Benelux - CCM Review **Rating:** 3.0/5.0 stars **Reviewed by:** Colin K. | Contact Center Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about Zoom Virtual Agent?** I like the interface of the tool itself. It looks friendly and complete. It's easy to navigate. I also like the way you can structure workflows in cards. The customer service also improved massively, and we're getting better and faster responses than ever before. **What do you dislike about Zoom Virtual Agent?** Unfortunately we've seen many mismatches and accuracy issues for the languages my operation is active in. These are Dutch and French markets. These issues have been raised several times, but until now no real improvements were made. This language-accuracy issue is leading to less satisfactory solutions to our customers, and probably our self-service ratios could've been higher. **Recommendations to others considering Zoom Virtual Agent:** I would give a positive advice to people considering Solvvy in English companies. I would hesitate to recommend Solvvy to non-English companies. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're using Solvvy for ticket deflation. Customers find the (easy) answers to simple questions themselves and are redirected with steps or buttons for a great self-service. There is always a way out to speak directly with one of our customer service employees. ### 3. Solvvy is an good solution **Rating:** 4.0/5.0 stars **Reviewed by:** Alexander J. | Operations Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** I enjoy the overall UI of solvvy. It integrates well into our site and looks great. The flow is simple and provides a great experience for our customers. We chose Solvvy over its competitors for that reason, and it's proved out. **What do you dislike about Zoom Virtual Agent?** I would like the reporting, and return on investement, to be a little more clear cut. Solvvy advertises that it is, and the ui looks great, but we have a difficult time using their out of the box 'dollars saved' as a 1 to 1 match. **Recommendations to others considering Zoom Virtual Agent:** I think Solvvy is a great solution, and simply will meet your needs as a self service. We don't use the full chatbot experience but would be interested in reviewing that down the road. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We use Solvvy primarily for case deflection. By positioning it on our platform as a gateway to our support portal, we're able to deflect simple cases by directing the customer to our knowledge center. ### 4. Solvvy is helpful **Rating:** 4.0/5.0 stars **Reviewed by:** Tabatha B. | Social Media Escalations Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy has made a significant impact on how many tickets are self resolved by customers. In the event that the customer still needs assistance, Solvvy works with our CRM to be able to provide context on what the end user is reaching out about, before even talking to them! **What do you dislike about Zoom Virtual Agent?** Solvvy is a tad of a learning curve. If the help resources are changed, there may be multiple places in Solvvy that need to be updated. Being able to update all cards with a particular policy at once would be an excellent improvement. **Recommendations to others considering Zoom Virtual Agent:** If you are looking to provide your customers with an interactive help center to address their needs, look no further. Solvvy will let you personalize the information provided based on their question and will significantly decrease the amount of Customer Support inquiries. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has empowered our customers to help themselves and find resources quickly without having to contact support. This allows for our Customer Support team to be able to work with a lower amount of tickets to personalize each interaction. ### 5. Solvvy really works **Rating:** 5.0/5.0 stars **Reviewed by:** Darcy F. | VP, Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy makes it easy for customers who don't need to engage in a conversation with a live rep to find the answer they're looking for quickly. This frees our agents up to help the customers who really need their hands-on help. I was expecting there to be some pushback from customers but after over a year we haven't seen a single complaint. **What do you dislike about Zoom Virtual Agent?** I didn't love having to commit to a full year. The setup team was great in terms of helping us understand the value, but we weren't yet sure how our customers would react to Solvvy after we fully released it. Turned out there was nothing to worry about, no complaints in over a year and we're deflecting over a third of our tickets. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy helps us put our deep bench of knowledge base answers in front of customers who aren't quite savvy enough to seek out those materials but would benefit from the quick and easy answers they provide. This frees our agents up to help customers who really need our hands-on assistance. ### 6. Senior Director Global Marketing and Customer Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Dana K. | Senior Director Global Marketing & Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Consistently we have achieved a self-service rate of over 50% sometimes up to 60%+. Our customers are not asking simple questions that are repeated regularly either which is easy for a more basic bot to address. We're helping them set up smart products or providing answers to technical questions. Within the Solvvy modal, we can include GIFs or pictures created via a workflow or simply rely on natural language queries to bring information from our knowledge base. It's helpful having both options because you don't always know what a customer will ask or have the time to build a custom workflow. Building workflows is really easy - didn't even read any docs you can just play with it and figure it out. I just wish we could provide a deep link specifically to the workflow and have it shown full screen I would use that tool for so many things. Incoming tickets also include the path a user has followed in our workflow so they have more information about an incoming ticket and can more efficiently process the claim. The platform also provides insights on what questions customers are asking that result in tickets so we know what gaps we have in our knowledge base that need to be filled. **What do you dislike about Zoom Virtual Agent?** The dashboard needs a makeover. There's so much information but it's not clear where to go for what. It may just be a training issue too. They need more documentation/training on how to use the platform. I feel like we have a Ferrari but don't really know how to drive it. Our onboarding team was excellent but post-launch we got bounced around a bit to different teams some were good others not so much. Seems like they had some growing pains on the support side post-launch. Keeping our implementation on track definitely required follow-up on our side and nagging a bit to get issues addressed. **Recommendations to others considering Zoom Virtual Agent:** Solvvy has helped my company defer over 50% of incoming requests online through a combination of more structured workflows we created and matching knowledgebase articles we already had in place to customer's questions. Our questions are not simple repetitive questions either - our customers are asking about a variety of products and often complex issues like smart home installation trouble shooting. The workflows are very easy to create yourself without any IT support. And we're able to incorporate GIFs, links to videos and knowledgebase articles and calls to action to contact support in a variety of ways. We've also learned from seeing the inquiries our customers are making in a more obvious way than trying to read through comments on our help desk platform. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy is helping us enable customers to self-service requests vs submitting tickets. Ultimately it's helping us not have to hire our outsource as many reps to support our business. And it helps us process tickets more efficiently by providing more insight into the customer's path before they submit a ticket online. ### 7. Great user experience and helpful support **Rating:** 4.5/5.0 stars **Reviewed by:** Thom G. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2021 **What do you like best about Zoom Virtual Agent?** The support team are incredibly helpful, but mostly, the updates and UX of Solvvy are a good way to improve our customer experience and reduce contact into our customer care teams. We also have a consistent update path with the Solvvy team and are always helped with best practice. For example, we are working on announcment posibilities at the moment and Carly, our representative has been great! **What do you dislike about Zoom Virtual Agent?** It is sometimes a challenge with the different time zones, so this would be the key factor I would like to change. However, when we do report something, there is often a very swift response. **Recommendations to others considering Zoom Virtual Agent:** Solvvy is a great way to offer support and workflows to customers who otherwise would contact your customer care teams. By using articles with a search function, you can link customers to serve themselves or direct them to contact support. This way, everyone is happy. Highly recommend using Solvvy and working with their support teams. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are partially reducing our interaction ratio and making it easier for customers to find answers to their questions before contacting our support teams. The reporting is beneficial, and as updates come in, we are improving the user experience every week. ### 8. Changed customer service for us **Rating:** 5.0/5.0 stars **Reviewed by:** Alan W. | Trade Desk manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** The best thing from Solvvy has been the ongoing support and trying to optimize the total experience. Some vendors are glad to take your money and never reach out. Solvvy, on the other hand, is consistently trying to find ways to improve our customer service and ways we can be more efficient. It has been remarkable. **What do you dislike about Zoom Virtual Agent?** Analyzing the customer support questions that come through the modal and coaching the Solvvy algos can be a bit overwhelming. But it looks like changes are being made to address this. **Recommendations to others considering Zoom Virtual Agent:** Would 100% recommend this service if you are on the fence. Very little downs **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Update: we are now seeing over 45% on the self-service rate, thanks to Solvvy. With the addition of workflow builder in the last two months, we are seeing almost 60% SSR. This trend is tremendous and will only get better as we fine-tune it over time. After a year of Solvvy, we are averaging a 30% self-service rate. It's been outstanding. Clients can get answers faster, enabling us to spend more time with the more involved support requests. We've grown consistently over this time, but we have not had to hire additional support staff during this time. I contribute this primarily to Solvvy. ### 9. An amazing team to work with! **Rating:** 4.5/5.0 stars **Reviewed by:** Rachel M. | Knowledge Management Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** - The team is a great culture fit for us. Our sales representative (shoutout to John Edwards!) was amazing to work with and really went above and beyond for us during onboarding. Our CSM Kevin is great too, very knowledgeable, friendly, and always available to help. -The workflow builder is incredibly easy and intuitive to use. - Solvvy's help center is very well done and full of helpful information. - They were able to customize our widget exactly how our Design team wanted it. **What do you dislike about Zoom Virtual Agent?** - There are some customizations that you need to work with Solvvy to implement like linking/embedding Zendesk forms into WFs, adding new form fields in Solvvy post-launch, and prefilling forms based on previous responses. Right now this is managed on the back end. - There's a learning curve to understanding actions that should be taken based on your reports. Further, some of the actionable insights are separated (if you have multiple personas). **What problems is Zoom Virtual Agent solving and how is that benefiting you?** - Solvvy is very effective at deflecting low-touch requests using existing content from our help center. Users can easily self-serve, freeing up agents to focus on tougher interactions. ### 10. Game changing customer support! **Rating:** 4.5/5.0 stars **Reviewed by:** Kathryn L. | Customer Operations Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2021 **What do you like best about Zoom Virtual Agent?** Workflows and smart suggestions completely change the game in terms of putting solutions right there for our customers. A customer can have a complex issue but find a solution/reach our agents without even having to type a thing. Dashboard provides great insights about our content without having to spend long period of time analyzing ourselves. Despite being in a completely different timezone to the support team, we always have support available should there ever be major issues requiring urgent attention. **What do you dislike about Zoom Virtual Agent?** When running analysis for specific periods, if you skip between different parts of the analytics, the custom period resets, which can be frustrating. It would be great to personalize the dashboard further, e.g., which type of chart presentation is displayed. **Recommendations to others considering Zoom Virtual Agent:** If you're looking to reduce the traffic coming into your Customer Care Teams while improving the user experience of finding solutions to queries, we'd recommend Solvvy. The team are supportive, although we have the means to analyze our self-service performance using the dashboard, our Customer Success Manager always provides their insights about how we could improve our content. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Reducing the number of queries through to our Customer Care Agents that customers can quickly solve themselves. Empowering customers to learn how to manage their account, rather than relying on support, which is a better long-term customer experience. The Solvvy dashboard helps us to analyse gaps in our content. ### 11. Easy to Use! **Rating:** 5.0/5.0 stars **Reviewed by:** Becca G. | Social Media Executive Escalations, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** I really enjoy how easy it is to use Solvvy. The workflows make it easy to set up cards and prompts for customers, navigating them either to a website like or to customer support; all in just a few easy clicks/prompts! Solvvy is also very easy to update and use. **What do you dislike about Zoom Virtual Agent?** I dislike how there are times when I need to not "process" a customer's question - in that I cannot answer it, it's not self-serviceable, and it's a valid question (other option being 'not a valid customer question'). I want another option to "hold or self" the question until a workflow or article can be updated to more comprehensively include the answer to said customer's question. **Recommendations to others considering Zoom Virtual Agent:** If you're looking for a way to connect with your customers in a more hands-on way, wihtout actually needing to be hands-on, then Solvvy is the tool for you! Solvvy helps to re-direct customers to resources and support faster, instead of leaving them to find the information on their own. Solvvy helps to minimize the amount of calls/chats/emails needed to get the customer to the right answer or a resolution. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're using Solvvy to answer many generalized questions that do not require a phone call or chat to Customer Support; instead, we're able to utilize Solvvy to empower customers with the answers by helping to direct them to valuable resources. We've realized that the added benefits are a reduced amount of time spent on calls and chats, which are able to be quickly answered by resources made available through Solvvy. It's great that the information from articles can be updated and set up to refresh weekly, or even sooner I believe, as one desires. Solvvy has also made it possible to be able to navigate customers to forms that they need for various information updates and/or to submit documentation; very easy to connect a Jotform to a workflow! ### 12. Solvvy **Rating:** 5.0/5.0 stars **Reviewed by:** Laura T. | Knowledge Systems Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy has: - Increased customer self-service rates significantly - A sleek interface that is easy for both our team and our customers to use - Actionable data that informs our decision-making - Regularly introduced so many enhancements that have had big impacts for our team and for our customers Additionally, training Solvvy never feels like a chore, but is something my team looks forward to doing. **What do you dislike about Zoom Virtual Agent?** While there isn't anything I dislike, I want to see further enhancements made to the analytics available. **Recommendations to others considering Zoom Virtual Agent:** We've used Solvvy for over 4 years. Our confidence in our partnership with Solvvy remains strong, and we’re sure that no other customer service AI software on the market could meet our needs like Solvvy has and will continue to do. They’ve scaled alongside us and continue to deliver features that have measurable benefits for our customers, and in turn, for our business. We believe all of this so strongly that we just signed another 3-year contract with them. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our Self-Service Resolution is consistently above 60% every week. Key benefits: - It helps our customers find so many answers quickly without needing the help of our team. - Our team has had more time to focus on making both internal and external improvements. - It is helping us scale rapidly while keeping headcount reasonable. - It also helps our team identify and plan areas to prioritize in our internal and external knowledge bases. ### 13. Excellent product with an even more excellenter team **Rating:** 4.5/5.0 stars **Reviewed by:** Paul G. | Wyze Wizards Support Operations Specialist/Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** The team is super responsive in helping address questions and concerns. The team also feels nimble enough that challenging asks can still be addressed easily. The effectiveness of our implementation is also above and beyond even what Solvvy suggested we could achieve. **What do you dislike about Zoom Virtual Agent?** The workflow editor is a bit buggy. I have had fairly consistent issues with the auto-saving feature bugging out. I sometimes wish there was something more along the lines of a CLI for creating cards or perhaps even a JSON upload capability. **Recommendations to others considering Zoom Virtual Agent:** The effectiveness of this product is beyond compare. We have had more success with self-help customer diversion than what Solvvy even suggested we could achieve. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are using Solvvy to divert more customers to self-serve their troubleshooting issues before reaching out to support directly. Additionally, we have used workflows to streamline specific request types to funnel into a better expedited queue. ### 14. Great solution out of the box that's even better when customized. **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel D. | S, Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy knows what they do well, and they capitalize on it. Some of their competitors had more features, but they all seemed half-baked. Solvvy's core offerings are well polished and highly effective at helping us achieve our self-service goals. We saw a significant increase in tickets in 2020 due to the pandemic. Solvvy was the #1 reason we stayed afloat and managed to keep our backlog in check. Also - Solvvy's team is incredible; sales calls never felt like sales calls, trial and implementation were seamless, and ongoing support is outstanding. I can't say enough good things about their team. **What do you dislike about Zoom Virtual Agent?** I'm a technical person so I would like to have a little more control over customization. On one hand it is nice to have the Solvvy team manage the larger customization work for us, but when the work is smaller and relatively quick, it would be nice to have more control over that myself rather than having to rely on Solvvy for it. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Overall the main benefit is reducing our ticket volume. However, we have also had a lot of opportunity to learn more about our customer's behaviors through analytics and we've adjusted some of our methodoligies based on that insight. ### 15. Great tool with great insights **Rating:** 5.0/5.0 stars **Reviewed by:** Randall H. | Director of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2021 **What do you like best about Zoom Virtual Agent?** I love that Solvvy's goal is to assist customers in a way that makes sense and shows the correct information at the right time. We have had issues with bots and AI in the past. I love that Solvvy is so upfront about self-service. **What do you dislike about Zoom Virtual Agent?** There seem to be some growing pains in terms of how fast Solvvy is moving. The feature set is excellent, and there is almost always constant improvement with the platform. The growth sometimes causes minor issues with conflicting information from the Support team vs. my CSM. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** A bulk of the issues that our customers run into is not too complex. Solvvy addresses most of these concerns allowing the support team to assist better and provide a greater level of service to the customers that do end up creating tickets. ### 16. Best in Class Self Service Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Vib M. | Vice President Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2021 **What do you like best about Zoom Virtual Agent?** Ability to curate answers by utilizing FAQs, Website Info, Internal Docs, and Internal Knowledge base. It feels less robotic and more personal when answers are curated in such a format. Further integration abilities to show the most recent shipment status, order status, etc., make this tool very powerful. **What do you dislike about Zoom Virtual Agent?** Solvvy has everything to be the best-in-class self-service tool. If you can phase out the project to gradually integrate it with all internal systems, you will get the best out of it. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We use Solvvy as an intermediary platform between agents and customers. Customers can ask any question related to their pre or post-checkout activity. Solvvy can resolve 60% of our tickets by curating the answer. We were able to successfully cut our contacts per order by half by implementing Solvvy. ### 17. Easily scalable workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2022 **What do you like best about Zoom Virtual Agent?** The analytics, Explore, and Coaching options are industry-leading. I love being able to drill down into what queries customers are asking. We can automate workflows and use them within our scripts has been valuable. **What do you dislike about Zoom Virtual Agent?** Customer intents can't (currently) be manually entered and need coordination with support or CSM. The cost is very high, and it gets difficult to justify the return, even with an increased evaluation of price per ticket. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The biggest problem solved and benefit found is in the core product of Solvvy - self-servicing customers to prevent them from having to make support tickets. The more self-serviced tickets we get, the more our support team can scale at a steady pace while the AI picks up the slack. ### 18. Much better than ZD Answer Bot **Rating:** 4.5/5.0 stars **Reviewed by:** Siobhan J. | Manager of Knowledge & Internal Support Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** It's very intuitive to set up and test workflows, which allows our chatbot to be managed by a non-technical team. The Solvvy team has also been very easy to work with. **What do you dislike about Zoom Virtual Agent?** There was some dependency on Solvvy to set up initial workflows and get some of our branding sorted out, but not enough to hinder our ability to launch rapidly! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy immediately lowered our total ticket volume by 6%, with only a few workflows implemented at launch. Since then (approx four months), we've built out a handful more workflows and are seeing closer to a 15% reduction in tickets. On top of this, we have maintained around a 50-55% self-service rate! Our agents are getting back time that allows them to focus on interactions that require a human touch. ### 19. Long time Solvvy customer, now a Workflow Builder super fan **Rating:** 5.0/5.0 stars **Reviewed by:** Eric H. | Director of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Zoom Virtual Agent?** The (relatively) new workflow builder has been game-changing for SeatGeek's self service efforts. We've been able to create engaging troubleshooting workflows, as well as providing guided workflows to gather specific customer information when agent help is needed. **What do you dislike about Zoom Virtual Agent?** With Solvvy Resolve (searching our help center articles), it's often difficult to "exclude" incorrect or undesirable results. This can be confusing to customers and show them FAQs that really aren't the best solution for their issue. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy, along with our Zendesk Guide help center, is a key part of our self service strategy. We focus on not only the easiest "self serviceable" scenarios, but also step by step guided troubleshooting. We've enhanced our self service rate and satisfaction, and are now focused on reducing customer friction/improving Customer Effort Score. ### 20. Solvvy - Great way to enable AI into support flow **Rating:** 5.0/5.0 stars **Reviewed by:** Steve B. | Sr Director of Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about Zoom Virtual Agent?** We have seen great results from our customers who interact with Solvvy and the AI suggestions to help answer questions fast. Instead of just sending customers links to articles, you are able to pull out the specific answer and steps to solve the case. The Solvvy team is incredibly responsive and engaged to make the implementation successful. **What do you dislike about Zoom Virtual Agent?** Expect to invest a lot of time making strong documentation that will then be used by the AI to solve cases. Setup is a process and requires attention and maintenance to be successful. Considerable cost, although you are likely to recuperate that cost in savings if done well. **Recommendations to others considering Zoom Virtual Agent:** Be prepared to invest time to set up and support the program. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Many customers just need a quick answer and shouldn't have to wait for a support reply. Solvvy lets you show the customer an answer without having them read through a lot of content. ### 21. Save money, save time, and give your customers a beautiful self-serve experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Kaitie E. | S, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2021 **What do you like best about Zoom Virtual Agent?** The PEOPLE at Solvvy are incredible; we've been able to build relationships across the entire company and every single individual has your organization's best interests at heart. The product is intuitive and it's very easy to make a massive impact on your most significant business KPIs by implementing Solvvy. **What do you dislike about Zoom Virtual Agent?** Solvvy has some incredible product additions coming down the pipeline. I'm very impatient. :) **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Before Solvvy, our only line of defense between our customers and our support team was our knowledge base. Our Self Serviceability Rate was basically 0%. With Solvvy, SSR hovers around 40%+. Customers are able to help themselves, which ultimately drives costs down and saves our support teams so much time. ### 22. Solvvy Gets People to Actually Use our Help Articles **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2021 **What do you like best about Zoom Virtual Agent?** As a SAAS company in the email marketing space, we have a lot of help articles available to our customers. But like so much else today, people don't seem to really read things anymore. So while we offered great resources to our customers, they weren't being utilized - until we started using Solvvy. Now our customers get a helping AI hand when they need it most, with Solvvy presenting them relevant solutions that are snippets from the articles without them having to search for them. **What do you dislike about Zoom Virtual Agent?** Although it has improved with V5, some customers still feel the Solvvy form process is too long - particularly when a skip phrase has been used. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Now that we have had Solvvy on our help site for a few years, our customers see it more as a resource than a hindrance. Most know it can help expedite a search, so it helps to empower them as well. ### 23. Great new chatbot! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2020 **What do you like best about Zoom Virtual Agent?** Solvvy is great at suggesting the correct answers to customer questions and the option to coach the tool makes it even more successful and efficient. The reporting in Solvvy is a great overview to see what is working well and what needs a bit of help. The chatbot is very easy to personalize so you're able to keep your responses in your brand voice. We have really expanded how we're using the chatbot feature to prioritize our customer's needs and Solvvy makes it easy to tag tickets to make sure they get the right attention **What do you dislike about Zoom Virtual Agent?** The only downside to the chatbot is the fact that you have to manually build out workflows on your own, from scratch. There are some pre-loaded workflows but if they do not work with your business needs you'll need to create your own. We also have been asking for an option to create our own intents without so much manual intervention but we have heard it is on the roadmap so we aren't too concerned **Recommendations to others considering Zoom Virtual Agent:** The Solvvy team is great to work with and they are willing to help and also have great knowledge content to send if you prefer to work on your own. The ability to personalize Solvvy to your needs is definitely a huge updside to this product as well. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are able to give customers answers to self-serve their own questions. When we create workflows that can solve an issue, we are deflecting "easy to solve" volume from our agents which allows our agents to work on more nuanced issues. We have also started adding Solvvy to most of our emails sent to customers so that if they do submit a ticket we're able to have plenty of background on the issue before diving in. ### 24. Needed a solution for our lean team to manage high volume of tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Zoom Virtual Agent?** We have appreciated the time our Solvvy AE and CSM have spent with us to learn about our business and our pain points. Their guidance in setting up our instance truly benefits us as we are able to spend time on the tickets that need human interaction and involvement. We continue to hit milestones and achieve goals with Solvvy quarter over quarter and year over year. During our quarterly reviews, new ideas are always presented to us by our CSM. We usually implement 1-2 things as suggested to improve our SSR. In result, our CSAT scores have climbed and our ticket volume has decreased which allows me to put my team members on other projects to help grow our business. **What do you dislike about Zoom Virtual Agent?** The ability to place the widget in different areas within a page. **Recommendations to others considering Zoom Virtual Agent:** Bring in members of UX , Product and ENG to consult to use the full suite of Solvvy as well as to remain holistic with brand. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** 1) Lower cost per ticket, 2) decrease the number of ticket submissions, 3) look for guidance on how to improve our support operation, 4) improve our CSAT score ### 25. Solvvy: User self-service for simple question resolution that can be used for web/mobile-apps **Rating:** 4.0/5.0 stars **Reviewed by:** Christopher F. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Fairly straightforward integration with Web: My firm was an early adopter of Solvvy back in 2018. Our original use is that our support desk could not field a seasonal surge in customer questions via email/phone communications that happen in a week. The vast majority of questions are simple questions related to the complicated topics of health care. We were able to get it into production fast and it began to help resolve the very simple questions directly within our web experience. Optimization: Since our initial launch, the support teams have been able to learn how to better optimize the self-service rate. The support teams have begun to build more complicated conditional chains to refine directing users to right topic. Native Mobile: We were able to also embed the solvvy capabilities in our native web experience via a web-view linking out to the regular solvvy capabilities. It has served the purpose as well similar to the web **What do you dislike about Zoom Virtual Agent?** My marketing counterparts always want to change the Solvvy look/feel so that it fits my firm's branding. Make it easier to index other content sources that can be used to supply answers. My firm has lots of public-facing blog articles that have rich content that can be used in conjunction with our traditional help-desk ("how do a I do this") articles. We needed Solvvy support to index the content source. Surface trending topics that have low self-service rates so that we can create new missing content. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our original use is that our support desk could not field a seasonal surge in customer questions via email/phone communications that happen in a week. The vast majority of questions are simple questions related to the complicated topics of health care. We were able to get it into production fast and it began to help resolve the very simple questions directly within our web experience. As a small start-up, we have to focus the maximum efforts of our limited help-desk capacity to address the a) most difficult questions and b) the most important customers that might lead to purchase. Solvvy is not a core tool to improve the customer experience by having users find information sooner within the context of the web/mobile-app experience ### 26. Solvvy unlocks self-service for my customers, offering instant solutions to common problems. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy is a tool that uses my existing help center content to serve answers to users, before a ticket is created. It gets answers to my users faster, and frees up my team to handle more involved and technical inquiries. Solvvy also gets smarter the more you engage with it. Using their training tool you can "guide" Solvvy in the right direction, helping the tool know which articles to serve for which kinds of questions. The Solvvy team is also lovely to work with. Mahesh has built a team of people who are razor sharp, who truly care about the work they're doing, and are invested in the success of their clients. **What do you dislike about Zoom Virtual Agent?** Solvvy requires a bit of maintenance. Using their learning tool is the best way to increase the self-service rate. A "set it and forget it" approach didn't really work for me. Spending a bit of time each week with their training tool helps Solvvy be more accurate. **Recommendations to others considering Zoom Virtual Agent:** Make sure your help center content is formatted in a way that is Solvvy friendly. Pertinent information in the first 1-3 sentences is key. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy is at its core helping deflect tickets and resolve user issues faster. This helps my team focus on the more involved requests, and gets the "easy stuff" out of the way. Solvvy also helps me keep track of the quality level of the content on my help center. Using their training tool I'm able to know where content needs to be adjusted, and where it's doing the job I need it to. ### 27. Made my job much easier **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** - Integrated into several different workflows - Reduced the number of overall outreaches requiring a support rep - Solvvy team was quite responsive and willing to help **What do you dislike about Zoom Virtual Agent?** - some of the elements during implementation were a bit black box esque making it difficult to know how to implement in some cases - self support resources and documentation were a bit sparse/difficult to find **Recommendations to others considering Zoom Virtual Agent:** While I haven't played around with other automated systems, Solvvy improved the experience for our team internally and aided in delivering quicker resolutions and assisting in self serve situations for our customers **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We brought in Solvvy to reduce the overall caseload on Technical Support Reps and more quickly offer resolutions for customers. Given that support teams often scale based on the number of customers/cases, having an automated system that is volume agnostic can help keep teams streamlined and help keep overall centre costs down. It also helped reduce the number of tickets resolvable with quick responses or covered by the information available in our knowledge base. Reduced time spent on quick answers allowed the team to focus more on complex concerns and better use of our time. ### 28. Connecting customers to the right resources **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2019 **What do you like best about Zoom Virtual Agent?** The most helpful part of Solvvy is that it allows our customers to quickly be connected to the right resources, whether that resource is an answer from a Help Center article or a conversation with one of our support team members. We've recently started using workflows as well, which allows customers to troubleshoot and resolve common issues instantly. **What do you dislike about Zoom Virtual Agent?** I would love to see a more customizable reporting dashboard! I would also like the option to separate out instant resolutions from suggestions and workflow resolutions. **Recommendations to others considering Zoom Virtual Agent:** Spend time coaching Solvvy, especially for your most common questions. Learn about workflows, to see if this could improve the customer experience when it comes to self-service. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The problems we have solved using Solvvy include making our Help Center content easier to find and removing unnecessary wait times - previously, almost all customer questions went through a support team member, when a fair number of these could be answered with content from our Help Center. Using Solvvy helps eliminate any wait time for these types of questions and improve our response times overall. It also ensures that our customers have an easy way, in-app, to access our Help Center content in a meaningful way. With workflows, we are now also able to help customers troubleshoot common issues instantly. ### 29. Useful, Effective but incomplete **Rating:** 4.0/5.0 stars **Reviewed by:** Gabe R. | Systems Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2021 **What do you like best about Zoom Virtual Agent?** it correctly deflects most of the simple questions coming from our users, removing high-load from the support team, best case for knowledge bases that support free products **What do you dislike about Zoom Virtual Agent?** it requires heavily for developers and professional services to be involved when integrating with the product and other solutions like chat, its not easy to set up **Recommendations to others considering Zoom Virtual Agent:** Its hard to implement, so if you have more than one integration with chat tools, knowledge base or product its necessary to involve engineering and web development **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Knowledge base self-serve for free users on simple how-to questions deflecting traffic from the support team, also helps on frequent questions for enterprise and large customers ### 30. Review of Solvvy **Rating:** 4.5/5.0 stars **Reviewed by:** Allen R. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** I love the fact that Solvvy's machine learning allows our users to use natural language to get help quickly and access exactly the Help Center content they need. **What do you dislike about Zoom Virtual Agent?** The need to manually coach Solvvy can suck away significant amounts of time that we really can't afford. There's also the occasional danger of screw-ups in the back-end that force us to re-train the Solvvy machine. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy allows us to get our users to the proper assistance in the Help Center faster. Not only does this cut down on user frustration and give them a better experience, it allows us to avoid a lot of expensive customer service calls. ### 31. Great tool to deflect Support tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Chris B. | Sr. Manager - Technical Support Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy has provided us with a great tool to enable self serve support. The way you can implement the modal anywhere has helped our users find the content they require directly inside of our platform, without needing to go elsewhere. **What do you dislike about Zoom Virtual Agent?** The UI looks a bit outdated compared to some other products, and it's a shame they don't provide a 'full page' experience as an alternative to the widget option. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Two main things. 1. Allowing the ability to search for information directly within our platform before being presented with the option to send a ticket or chat. 2. The search capability of our Knowledge Base is currently pretty limited, so a natural language search through Solvvy after failing to find an article is helping to show correct information appear for our users, without them needing to jump onto a live chat or send a ticket. ### 32. Gamechanger in Customer Service Satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Eniko S. | Senior Customer Relationship Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** The number of deflected customer inquiries has been super high allowing our agents more time to handle more complicated requests with a qualitative approach. This has impacted the customer satisfaction score immediately. **What do you dislike about Zoom Virtual Agent?** There is not much to dislike about Solvvy. This is has been a constant learning curve for our company. A lot of work was invested to provide quality help for our customers. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy is an email deflection tool used to increase customer self-service. It has managed to deflect 30% of customer inquiries just in the first 3 months and saved us thousands of dollars monthly in the process. We have fine-tuned our trigger responses since and we are receiving a higher deflection rate as a result. This promotes customer empowerment while allowing agents to focus on difficult one-off cases, thus reducing the number of tickets solved per agent. ### 33. Great Product! Love this Platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2020 **What do you like best about Zoom Virtual Agent?** How easy it is to use! We've been using it at my current company for a while now. It has seriously helped with our self-service rate and helping us keep our members happy! We can track what the significant issues are and address them before they grow into larger problems. **What do you dislike about Zoom Virtual Agent?** There is not much I don't like. It's honestly been a great product! I wish that the product's UI was a bit easier to use but overall, I really can't complain about the platform. **Recommendations to others considering Zoom Virtual Agent:** I would consider reaching out to them for a free trial and visiting websites where it is utilized. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are able to answer our members questions quickly and direct them to our extensive self-help inventory. By having our members self-service it has really helped cut down the amount of emails/support requests we get. ### 34. Love the SSR that grows with the busiiness **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** I like that you are able to help the system learn and adapt to your individual needs. Our business is ever-changing so having the ability to go in and change the learning curve is really beneficial. **What do you dislike about Zoom Virtual Agent?** There isnt much that we do not like to be honest. We would like to see a customizable dashboard/control center that can be themed around our business for instance changing colors etc **Recommendations to others considering Zoom Virtual Agent:** I highly recommend giving it a try, you have nothing to lose by helping to automate some of the services your company provides. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The benefits of the program outweigh any issues that we have. Since adopting Solvvy we have saved thousands of dollars by allowing our customers to find the answers that they need right away without having to wait to speak to an agent. ### 35. Awesome tool to reduce service contacts **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2019 **What do you like best about Zoom Virtual Agent?** The widget is very easy to get up and running out of the box. You are able to track the impact that the tool is making on the dashboard (reducing contacts, reducing support spend, etc) **What do you dislike about Zoom Virtual Agent?** I wish that the default widget graphic would be more intuitive for customers to understand it is a help button. We are able to adjust it by reaching out to the support team, but I wish it was more self-serve **Recommendations to others considering Zoom Virtual Agent:** Our investment in Solvvy quickly paid for itself with the savings we realized from higher self-service rates **What problems is Zoom Virtual Agent solving and how is that benefiting you?** In the 2+ years that we have used Solvvy, we have significantly increased customer self-service and reduced the number of contacts our center is handling. We have also uncovered gaps in our help center documentation and continually improve our content for our customers. ### 36. Game changer **Rating:** 5.0/5.0 stars **Reviewed by:** Matt C. | Head of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about Zoom Virtual Agent?** Solvvy has been key to helping us scale efficiently without sacrificing quality. **What do you dislike about Zoom Virtual Agent?** Nothing really! I'm a Solvvy stan and I spread the word whenever I can. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're keeping our users informed more quickly and giving them and our agents more time to Focus on the most complex issues. ### 37. Solvvy has been an excellent strategic partner for our organization **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2019 **What do you like best about Zoom Virtual Agent?** Very high self-service rates! We saw this jump especially after we implemented workflows. Workflows are definitely a very powerful feature that when used right can make a huge difference for both customers and agents. Our account manager is top-notch - very responsive and a fantastic strategic partner. **What do you dislike about Zoom Virtual Agent?** Their customer experience can be frustrating in certain circumstances. However, the team at Solvvy has been proactive and committed to helping improve the experience for both us and our customers. Additionally, their upcoming UI change looks like it will be a huge improvement to the interface. **Recommendations to others considering Zoom Virtual Agent:** Plan the customer experience very carefully and embrace workflows. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** As a self help application, we do want to route customers through our help center before they submit a case - Solvvy plays a crucial step in that funnel. ### 38. Solvvy Helped Reduce Contacts **Rating:** 4.0/5.0 stars **Reviewed by:** Caleb R. | Quality Assurance Engineer II, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Their implementation was super easy to complete. The design is straightforward to use, which helps alleviate friction when customers are trying to get answers without them having to call into customer support. **What do you dislike about Zoom Virtual Agent?** Their widget caused issues with our SEO score. We had to implement some custom changes to get those points back. I don't think it's a reflection of Solvvy showcasing how it's essential to think about how 3rd party software can affect your performance. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We were able to reduce the number of contacts that were calling or emailing into our support center. Solvvy helped our customers by giving them the answers they were looking for faster and letting our support staff spend more time helping those whose concerns were above what reading an article could solve. ### 39. Excited about the future of Solvvy! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2021 **What do you like best about Zoom Virtual Agent?** We've used Solvvy to create custom Workflows that allow us to target particular issues and questions we know our customers have, and in doing so tens of thousands of customers have had the ability to self-serve for things they'd historically had to speak to an agent about! **What do you dislike about Zoom Virtual Agent?** I wish the UI was a bit more customizable and looked slightly more modern. Also, it's be awesome to have access to custom intents to event further develop our use of the Workflows! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We use Solvvy to help walk customers through complex processes that we'd typically troubleshoot with them over the phone. Using Solvvy allows us to walk them visually through step-by-step troubleshooting without needing to speak to an agent, and we (and our customers) love that! ### 40. Maximizes the utility of our help center content **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Searching for information via Solvvy is far more accurate than using the search tools built into Zendesk, meaning the hard work we put into creating content for our help center has broader reach, getting answers directly to users who need them without adding tickets to our agent queue! **What do you dislike about Zoom Virtual Agent?** An easier dashboard for reviewing and managing multiple language instances would be great. Also, additional options for managing announcements - such as scheduling, automating, or syncing across platform instances - would be extremely helpful! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We've decimated our incoming support tickets, helping cut our backlog and improving customer sentiment by shortening wait times. Working with Solvvy to customize additional tools has allowed us to refine the experience for a variety of common queries. ### 41. Excellent Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** The dashboard helps identify key areas where we can improve our help center. Solvvy does listen to its clients when developing new features and they are all developed intuitively that you aren't spending lots of time figuring out the intricacies of how it works. **What do you dislike about Zoom Virtual Agent?** Just no option for A/B testing a workflow it'd be nice to see which wording or options could potentially have a greater impact in increasing self solve rates. Some dislike with testing in our own staging area before launches. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our growth has outpaced our ability to hire agents fast enough. Our largest benefit is cost-savings self-service allows us to be a more lean organization and focus on agent specializations more than front-line customer service employees. ### 42. Good product to increase self service **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zoom Virtual Agent?** Clean interface, good support from our account manager. We have control over which articles are working best and how we can improve Using it with Front and soon with Zendesk or Freshdesk **What do you dislike about Zoom Virtual Agent?** I'd like more recommendations regarding the missing knowledge and which mentions are not found by users **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Reducing the number of low value demands by redirecting users to our articles More interesting for our support agents to engage on more complex tickets ### 43. Solvvy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy is easy to use, provides actionable data metrics for our team to improve our guides, and has helped our customers reach over a 60% self-service rate by directing them to the answers they need in our help center. **What do you dislike about Zoom Virtual Agent?** There isn't much that I dislike about Solvvy, but I do look forward to seeing continued enhancements made to the product - especially expansion in their offered analytics. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We have nearly 250 guides in our help center covering an extensive array of topics. Solvvy points customers to the guide they need and helps us identify which aren't performing. It helps keep our costs down, and its analytics inform us of missing or outdated information in our help center. ### 44. Easy to use and implement **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** The Solvvy dashboard is very useful in providing valuable insights. Easy to implement platform and simple to create complex solution paths to help customers without escalating to an agent. **What do you dislike about Zoom Virtual Agent?** Sometimes when a customer clicks help, writes about their issue, then comes back later, their original issue is still populated in the Solvvy bot. My expectation is that the issue and help articles should clear after the customer closed the bot. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Trying to get our customers help within our software so they don't have to go to a different website to submit queries or explain their issue. Solvvy has helped in solving issues without human help. ### 45. Great results within a month of implementation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Zoom Virtual Agent?** We love that we can offer self-serve options to customers on the majority of our customer inquiries. Solvvy integrates very easily with Zendesk and utilizes our help center information to help customers find answers in seconds instead of waiting to chat or for email responses. That not only saves our team time but saves our customers a ton of time. We also really like building workflows for customers to follow for more complicated customer tasks. We're also hopeful that we'll be able to utilize Solvvy to help with driving revenue in the future as we have more time to use it. Reporting on Solvvy impact is also straightforward and helpful. **What do you dislike about Zoom Virtual Agent?** Solvvy is a great program, and the main thing that we need to improve is spending more time to get the most out of it. The reports are great, but they recently made an update to filtering dates that requires a few more clicks than it used to. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** As previously mentioned, the main opportunity to get more out of Solvvy is really on us finding more time to do so. It's great out of the box. There are only a few small things, like date filters on reports that don't save as you swap through personas but nothing significant. Within a month of turning Solvvy on, it reduced our ticket volume from customers by 20%. This pushed our need to hire multiple CSRs back by more than six months and reduced the total number that we needed to hire. ### 46. Great way to scale support; significant but worthwhile time investment **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** We saw immediate ROI and effectiveness when we went live with Solvvy. They did a good job of describing what we needed to do to be prepared to be successful right off the bat. **What do you dislike about Zoom Virtual Agent?** Implementation is very helpful, but takes a lot of time. We had to drive a lot of the conversations and it didn't seem like there was a set agenda. I know each company is different, but we went live weeks after we would have liked to. I'd plan a month or more for the implementation process. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** You have to spend a good amount of time coaching the algorithm to be tight, and you have to do a bunch of work to get things started. You can't expect Solvvy to eliminate all work in certain areas as you have to budget work in the tool. For our team, we knew our projections showed Solvvy would mean an xx% drop in volume which would save xx people, but we turned one of those roles into a role that partly focused on Solvvy operations and that's been HUGE. ### 47. Great product. Even better support. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Our account manager has been incredible so far. They've been with us every step of the way as our product and business develops. Can't say enough about their responsiveness and insight. **What do you dislike about Zoom Virtual Agent?** The one area where I feel Solvvy can improve is in providing actionable insights. We have loads of data but aren't always sure what to do with it. A detailed report on a regular basis would be helpful as we seek to make improvements to our strategy. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy gives us the opportunity to offer a great self-service option to customers of ours. It takes a considerable burden off of our agents and allows customers to solve their issues on their time. ### 48. Great support from the team and simply options to customise the experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Zoom Virtual Agent?** The dashboard and setup experience is intuitive and easy to navigate. We've found it easy to tailor the Solvvy experience to our needs. When we've needed a more customized solution, the Solvvy support and development team have been ready to answer our questions and offer solutions. **What do you dislike about Zoom Virtual Agent?** It does take some time to get familiar with some of the more complex features such as building out a workflow. Once you've done it once or twice, everything becomes quite straight forward. We do have to continue to invest time and effort in training and tweaking customer self-service tool to ensure the acccuracy and reliablility of the answers are adequate. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** None ### 49. Solvvy is a fantastic self service product that offers a litany of game changing tools **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** The workflow builder (WFB) tool allows you to create custom paths for customers to much better find their own solutions before reaching out to support. I don't see any other company in our industry using the same kind of self-service tool. **What do you dislike about Zoom Virtual Agent?** The Solvvy automatic AI search engine works great in most scenarios but depending on the jargon related to the business some phrases or words might be grouped incorrectly. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** A major problem is directing customers to the correct solution and or department to help handle their situation. Solvvy has helped in getting customers in the right direction and or towards the correct department to have their query addressed. ### 50. Great partner for improving Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Andrei R. | CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zoom Virtual Agent?** Solvvy is not just a service that helps us to automate CX. It's, first of all, a great team behind that allows us to be better and focus on critical things. **What do you dislike about Zoom Virtual Agent?** I can't come up with anything, really like this company. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy helps us to reduce the volume of incoming tickets so customers can help themselves and they have a better experience because of that. ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+04%3A08%3A24+-0500&secure%5Bsession_id%5D=c291b97b-49a4-414a-ad09-f0d0a2881100&secure%5Btoken%5D=e164b147a9ab8f888cf08846579bcab76b1ad3a704c866b6f25375d44d7d2747&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) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/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) - 4.6/5.0 (171 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,652 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,723 reviews)