--- 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 customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew W. | Support Operations Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy has saved our company hours of troubleshooting things our customers can simply find through quick and effective support suggestions through Solvvy. **What do you dislike about Zoom Virtual Agent?** Theres a bit of set up. We've dedicated an employee to go through countless suggested workflows. Its overall been worth it! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Overall time. If theres every a system wide error, we're able to put an alert up and divert merchants by showing suggestive answers before they jump into our chats. ### 2. Solvvy review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Zoom Virtual Agent?** What I like most about Solvvy is the easy set-up it took to get it going. Also, Antonio our implementation point person was great at meeting with us on a regular basis while we learned the system. **What do you dislike about Zoom Virtual Agent?** It is a pretty expensive tool for what we use it for, but the AI bot was great. I wish there was more ways of submitting my own questions to help guide users on our help center. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** - Can be expensive unless you have a large customer. base. - Some customizable options are only available by submitting to their customer support. - I wish the Workflows option was included. ### 3. Great Tool for Better Help Center Search Results **Rating:** 4.0/5.0 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?** Allows users to self-serve more easily than the help center built-in with our support system. **What do you dislike about Zoom Virtual Agent?** There is no way to test different solutions against each other to know if one help article is more effective than another. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Agents not having to answer the same question over and over; they can work on customer problems that need human attention. ### 4. Was looking for an automated system that was not an irritating chat bot! **Rating:** 4.5/5.0 stars **Reviewed by:** James S. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** It is quick and clean. The customer either gets info they need or the ability to contact support! **What do you dislike about Zoom Virtual Agent?** The biggest concern that I have with Solvvy is the cost. Having multiple brands does not give a big enough discount to make it worthwhile on brands that are growing. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** It is taking care of all of our Low hanging fruit issues o our staff can focus on more significant issues. ### 5. Intuitive, Fast, and powerful tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Workflows changed the way we help our users find answers and solutions in a beat. Before setting up WorkFlows our self solve rate was around 25% Since implementation we are seeing upwards of 50% **What do you dislike about Zoom Virtual Agent?** Only 1 user can be logged in a time coaching the bot or creating workflows- we must schedule and space out time for staff to coach or build new flows. Adding this feature would be super helpful in regards to managing time. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Using Solvvy, we are able to guide our users to the right form, department, and even support channel. We are able to get more information before a live interaction happens. ### 6. Solvvy Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Great People building the product and excellent CSM team. **What do you dislike about Zoom Virtual Agent?** A little late in developing features and might be a bit behind Ada **Recommendations to others considering Zoom Virtual Agent:** Identify what your self service vision is how you want to integrate the Solvvy tool into your help center. Prioritize what is self service type issues and have Solvvy try and deflect as much of it as possible. However, it's important to ensure your customers can escape the bot experience and talk to an agent. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Ticket Deflection is a key component of Solvvy and getting customers to self serve. We are seeing relatively high numbers of self deflection ### 7. Helps customers self serve and reduces the cost for our contact center **Rating:** 5.0/5.0 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?** we're able to divert almost half of our contact center volume by giving customers the ability to self serve **What do you dislike about Zoom Virtual Agent?** I wish the coaching tool would only give us the customer responses that the AI had trouble associating an answer to. It's a lot of work to maintain the coaching **Recommendations to others considering Zoom Virtual Agent:** It's definitely helpful and you will notice a reduction in contact center volume thus an overall cost savings **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Phone calls are our most expensive channel of communication. With Solvvy we are able to reduce the contact center volume so that our CX team can focus on prioritizing customers with higher priority needs. ### 8. Great Tools + Insights **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy provides easy-to-use and customizable Workflows in a chat-bot solution that works to successfully deflect contacts to our agents. The Solvvy team is responsive and easy to work with. **What do you dislike about Zoom Virtual Agent?** Fully customizing workflows does take a lift from our team as well as integration with our current platforms. Solvvy is an excellent tool with a lot of potentials and their team is helpful in providing guidance and metrics based on Solvvy's performance. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We use Solvvy and Workflows to: Deflect inbounds Empower customer's so they can self-serve Increase cost savings In both these goals, with trial and error, Solvvy has proved helpful ### 9. Experience with chatbots and behavior **Rating:** 3.5/5.0 stars **Reviewed by:** Miguel Angel P. | Desarrollador full stack, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** It is a great tool who can help you on your webpages, a strategy to get more clients and maintain connected to them. **What do you dislike about Zoom Virtual Agent?** In general, solvvy is a great tool, but when you need support is very difficult that they understand your requirements. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We were doing some implementations with five9 chat, but it was a problem because supporting doesn't know and understand our requirements even when they said "yes, I understood", time passed and again, we back to the first time. And that it's bad because it's time we lose, and for that occasion we were losing contact with our clients. ### 10. Delivers solid search, requires manual intervention/training for all benefits, workflows are best **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy provides a solid search function. The most valuable feature is the ability to intervene in a customer interaction to collect required details or provide the correct workflow for the customer to follow for specific requests. **What do you dislike about Zoom Virtual Agent?** If a customer states the served solution does not solve their problem, Solvvy does not provide other potentially related solutions and instead requires additional effort from customers to either rephrase their inputted question/problem. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy helps with 1-touch resolution with specific contact types as it ensures all relevant and required info is gathered at the time of submission when workflows are utilized. ### 11. Great Ticket Deflection **Rating:** 5.0/5.0 stars **Reviewed by:** Evan H. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy has helped us so much with controlling our ticket queues and has provided self service options to thousands of our customers to provide the best expirience possible. **What do you dislike about Zoom Virtual Agent?** Solvvy does take a lot of work on our end to get the job done right. We need to train the system and work with their team regularly to make sure the integration is working properly. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are not having many problems. However, the benefits are immense. We deflect around 50% of our ticket volume with FAQs sent by the solvvy integration. It's a great product. ### 12. Helpful Platform **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?** Solvvy has improved our customers' ability to self-serve, provides insightful data and reports to drive decisions, and provides an avenue for us to make quick changes based on what we're hearing from customers. **What do you dislike about Zoom Virtual Agent?** We haven't had to interact with their support team much, but when we have, we've had trouble getting timely responses from their support team. The overall implementation process, along with their CSM team, has been great to work with. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're able to more effectively surface our public-facing tutorials, drive customers to the channel that works best for them, and improve our team's overall efficiency. ### 13. Overall great product and services **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy helps us as a customer-facing team guide customers to answers in a faster, interactive, user-friendly, and aesthetically-pleasing way. It also helps us understand what types of inquiries customers are reaching out about and where we as a company can improve on our public-facing pages. The partnership is also really valuable and highly appreciated. **What do you dislike about Zoom Virtual Agent?** I feel that there is an opportunity for the reporting to be more impactful and a little more straightforward, especially considering how powerful of a tool it is. Still, it does help us for our purposes. Additionally, there are some tips and tricks that we learned only through our CSM. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our primary goals are to: (1) provide answers to our customers faster, (2) allow customers the opportunities to self-serve, and (3) deflect contacts from our support team. ### 14. Quality Product - Great Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy was ready to save support cost right out of the box. They are constantly improving the product, and their customer support is top-notch. **What do you dislike about Zoom Virtual Agent?** Our business operates as a marketplace in that we don't sell a physical product. There are parts of Solvvy that were meant for companies that sell a thing. We were still able to make it work for our business. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are reducing support costs by reducing contacts. Solvvy allows our customers to self-serve instead of pick up the phone and call a support agent. Our wait times have decreased and CSAT increased. ### 15. Great Experience with Solvvy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy requires less active work from our team to be a successful tool. The workflow builder is a fantastic tool compared to other chatbots I've used and saves our team a lot of headaches! **What do you dislike about Zoom Virtual Agent?** I think there is room for improvement for more thorough training of answers and more specific intents. I'd like to see the ability to train an intent, like a tag. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy is helping us to self-serve and to give our team more insights when a case has to be escalated. We're still waiting to see how this lowers our volume overall. ### 16. Love the Solvvy Self Service Workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Since the implementation of Self Service workflows, we have not only improved our overall Self Service %, we have also improved our overall customer journey. With the implementation of workflows assist into genesys, a noticeable improvement on our agents overall chat AHT **What do you dislike about Zoom Virtual Agent?** I would like to see the implementation of setting schedules for workflows and announcements, this will make the customer experience unique and relevant to what is happening in real-time **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our instant customer resolution rate has made a massive impact on our overall service levels and average speed of answer ### 17. Solvvy is great at optimizing self service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** The analytics features are excellent - it is broken down by workflow type so you can identify what is working and what isn't. There are additional segmentations to support a granular view of your Self Serve performance in a given time period. **What do you dislike about Zoom Virtual Agent?** The only downside I can think of is that It would be great to have automated recommendations so that Solvvy can identify how it thinks best you can/should improve. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Improving our self serve rate so that our customer base can reach the solutions they need faster, and more efficiently. ### 18. Great product that helps our customers find exactly what they are looking for from our Help Center! **Rating:** 4.5/5.0 stars **Reviewed by:** Nicholas B. | Customer Experience Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** The easiness and speed at which I can locate relevant articles for customers and also have customers self-serve and find these answers on their own. Knowledge at their fingertips! **What do you dislike about Zoom Virtual Agent?** Some of the recommended articles that populate are a little misleading for the customer but that may be due to the way they are presented to Solvvy from our end. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are helping customers find answers on their own and in a timely manner instead of having to contact our Customer Experience team and wait for an answer. ### 19. Solvvy is a great tool for Self Service **Rating:** 3.0/5.0 stars **Reviewed by:** Charlotte V. | Self Service Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy is an ever-evolving tool that is very helpful for establishing a Self Service department. **What do you dislike about Zoom Virtual Agent?** Solvvy's AI doesn't always seem to work correctly for non-English languages. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Easy to answer interactions are easily being handled by Solvvy which makes for less time/work for our customer care agents ### 20. Limited capabilities **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Workflows are easy to build. That is about it. **What do you dislike about Zoom Virtual Agent?** There are frequent bugs and the capabilities are very limited. I should be able to train the bot on an intent that is not listed. The data is also very exaggerated for self serviced. Assuming someone that dropped off and didn't return was helped is not that accurate. **Recommendations to others considering Zoom Virtual Agent:** I would not recommend Solvvy **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We were able to hack an automated return process but it still isn't what we were promised. The benefits are not great. ### 21. Solvvy Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2021 **What do you like best about Zoom Virtual Agent?** Workflows and the ability to guide a customer down a particular path for trending issues as our product evolves. **What do you dislike about Zoom Virtual Agent?** Not being able to use workflows outside of zendesk. Not being able to duplicate workflows between instances. Not being able to direct one workflow to another workflow in another instance. Not being able to take user variables from zendesk. (is user logged in, user fields, org fields, etc) **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Self-service. They are helping customers before they make a ticket. It is a key to scaling. ### 22. Dashboard insights with an ever-growing set of tools and features **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about Zoom Virtual Agent?** It's super helpful to view Solvvy insights by user type. With Solvvy integration at Rover, I can view insights by owner and sitter, which helps me identify content gaps or opportunities to drive self-service. There are also lots of opportunities for automation and ways to create more personalized support experiences. **What do you dislike about Zoom Virtual Agent?** I'd love to see a high-level view of individual article performance month over month. This would allow me to better target opportunities and trends in the customer experience. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Rover relies on Solvvy to surface relevant answers to customer questions before they contact our support team. This offsets some of the incoming contact volume, and it empowers our customers to take action and solve problems on their own. ### 23. Solvvy and Cx **Rating:** 4.0/5.0 stars **Reviewed by:** Christina C. | CX Account Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2021 **What do you like best about Zoom Virtual Agent?** Easy to use, UX/UI is fairly accessible to both customers and users, tweaks and changes are fairly straight forward. **What do you dislike about Zoom Virtual Agent?** Architecture of the options can have a bit of a learning curve. Some training needed in order for the AI to properly predict selections **What problems is Zoom Virtual Agent solving and how is that benefiting you?** contact deflection has been very helpful for us, especially within the chat channel - when people are able to solve their own issues that are more straightforward, it frees up our chatters to help with more nuanced issues. ### 24. Getting answers to our customers when they need them! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** I love the impact Solvvy has had for our customers, we've seen our Self Service rates increase and our overall interactions to our support team decrease since starting with Solvvy. All of this and no big decreases in customer satisfaction, it's the way of the future! **What do you dislike about Zoom Virtual Agent?** The workflow builder is cumbersome especially since we're basically building our tutorials with questions so finding a way to import your tutorial steps into the builder as a starting point would help with this clunky process. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We're able to get our customers answers more quickly and steer them to the correct channel if its a more in depth troubleshooting question. We've seen cost saving from a Support perspective as well. ### 25. Great Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zoom Virtual Agent?** I like the ability to build custom flows for specific changing needs our customers may have. With Solvvy we've been able to really effectively divert volume by supporting customers before they need to reach out. **What do you dislike about Zoom Virtual Agent?** I would love to see more options for flexibility and customization on the plaform. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Diverting manual customer outreach. We've been able to divert a ton of live volume through Solvvy flows. ### 26. A must have self-service solution for customer support teams! **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle H. | Senior Manager, Customer + Community Success, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Robust analytics to see self-service rate, ticket deflection, and cost savings **What do you dislike about Zoom Virtual Agent?** No option to determine customer satisfaction within the Solvvy tool **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Account issues (sign in trouble, lost access to an account, delete account, deactivate account, reactivate account) ### 27. Use Solvvy to help lower incoming cases and keep your help center updated **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Music | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** Training Solvvy sessions are extremely useful for helping to find knowledge gaps in our Help Center and just good support excersizes. **What do you dislike about Zoom Virtual Agent?** I wish Solvvy was integrated with more CRM providers to show more accurate information about user experience with trying to resolve their queries. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Biggest benefits have been reduction in incoming cases via helping users find answers through Solvvy and also utilizing coaching sessions to help uncover knowledge gaps. ### 28. Great automated support. Awesome staff. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** The ability to send automated responses to specific questions. Workflows to gather more information from users before getting to our agents. **What do you dislike about Zoom Virtual Agent?** Small thing, would love the ability to see what question/keywords were used when a user does not receive a workflow or self-service response. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Spending less time going back and forth with users since we enabled workflows. Automated responses give our agents more time to focus on users who have pressing issues. ### 29. Would definately refer a friend! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zoom Virtual Agent?** I enjoy how easy it is to maneuver through the pages and understand what is going on. Super helpful, and it makes you want to go back **What do you dislike about Zoom Virtual Agent?** The only downside is that it took me a long time to learn about Solvvy! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** I do not use it too often. But I typically use it to scroll around and look through it! ### 30. Solvvy Review - Q4 2021 **Rating:** 3.5/5.0 stars **Reviewed by:** Ian S. | Head of Customer Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Helpful reporting and very easy to set up or adjust when needed! **What do you dislike about Zoom Virtual Agent?** High cost is tough to handle for a smaller business and lack of customization options **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solving a lean workforce problem ### 31. Solvvy struggles to provide mechanisms that review & update chatbot workflows based on SSR & CSAT. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvys dashboards are modern, clean, and easy to digest. **What do you dislike about Zoom Virtual Agent?** Solvvy has not made it easy for us to mechanize the review and updating of workflows based on Self Service Rate and CSAT opportunities. **Recommendations to others considering Zoom Virtual Agent:** I recommend companies scope out Solvvy's ability to meet your continuous improvement needs before comitting. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We use Solvvy primarily to deflect contacts from our Support Team, but unfortunately, Self Service Rate is at about 22%. ### 32. Simple & Impactful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy is incredibly easy to navigate and understand. The analytics they provide are incredibly valuable. **What do you dislike about Zoom Virtual Agent?** Cannot think of anything. The navigation is straightforward and the analytics are useful. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our company uses Solvvy for customer self-service help. In my role, I personally use Solvvy to understand what questions our customers are asking. This allows me to improve our customer-facing resources and edit our FAQs when necessary. ### 33. Effective and easy to implement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** I enjoyed how straightforward Solvvy can be to both implement and maintain. Many middleware platforms can require a significant upfront effort that ends up swaying the purchase process. Our success in support case deflection has been straightforward and quick. **What do you dislike about Zoom Virtual Agent?** I often was looking for more out of the post-deflection analytics. The dashboarding and reporting come up slightly short for something so transparent in other areas. We briefly tested the chat bot features but have not implemented. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We have significantly increased the deflection of support cases with Solvvy and have implemented a support help center process that is much more friendly to our visitors. ### 34. Increased self-service and reduced tickets. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy has made it easy for us to get the exact info our customers need when they need it. Customers can quickly access relevant information from our Support Hub and don't need to contact Support. **What do you dislike about Zoom Virtual Agent?** I don't know if it's a dislike, but it would be great to see a bit more customization in the workflows; adding a few extra features there that we can manage would greatly help. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are reducing the number of incoming tickets, decreasing the time it takes customers to get the info they need. We will be adding more workflows to keep improving this aspect across our support topics. ### 35. Good for "hands off". Not so good for "hands on". **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy is an out of the box solution, and their engineers will set up the integration themselves. No engineering work needed on your side. **What do you dislike about Zoom Virtual Agent?** Your engineers have no control over Solvvy integration. You need to contact customer support to make any changes or enhancements. This is not great, given experienced engineers could easily interact with solvvyApi object and change Solvvy's behavior, if Solvvy decided to expose and document available configuration options. Solvvy currently prefers a "hands off" approach but it makes it hard for your own engineers to restructure web pages where Solvvy is used. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Customer support deflection works great. ### 36. Great Automation Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Zoom Virtual Agent?** The ability to collect quantifiable data on customer questions and feedback. **What do you dislike about Zoom Virtual Agent?** As of yet we have not discovered anything about Solvvy that we dislike. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We were previously unable to collect data on customer questions in a meaningful way. Solvvy allows us to collect that data and use it to improve products and processes. ### 37. Great insights **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle S. | S, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Understanding effectiveness of help center articles based on SSR rates **What do you dislike about Zoom Virtual Agent?** The coaching process can be a challenge do to limitations **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Self service offering ### 38. Game changing software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Great user experience and has significantly reduced contact volume for our team. Customer experience is really important for our company and this software delivers it while helping out team scale. **What do you dislike about Zoom Virtual Agent?** From time to time we've ran into issues where the AI isn't working as expected and the wrong answers are being directed to. We've worked with Solvvy to help us through those challenges. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We've created workflows to limit the number of touchpoints with customers, we've been able to set up systems that allow customers to self serve and we've overall seen more manageable contact volume. ### 39. Great tool for self service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Configuration is very easy and visualized. Stats and analysis provides us useful insight **What do you dislike about Zoom Virtual Agent?** There are some restriction. Suggestion is up to 3. It would be great if there is more customizable configuartion **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We use Solvvy to help customer to resolve the issue/question by themselves. As a result, our ticket number our agent needs to handle is decreased ### 40. Good self-service tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** We like the ability to feature our Help Center in the Solvvy widget, cutting down on escalated emails! **What do you dislike about Zoom Virtual Agent?** Sometimes, the search functionality will not provide the correct or strongest match, which can confuse or frustrate a customer. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We wanted to help customers find the answer through our Help Center. Our self-service rate has gone up thanks to Solvvy! ### 41. Best AI tool on the market for SMB's **Rating:** 5.0/5.0 stars **Reviewed by:** Marcus S. | Director of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Very easy to use, outstanding support from the solvvy team. The most cost-effective tool with the most features while also being HIPAA compliant on the market. **What do you dislike about Zoom Virtual Agent?** Nothing at this moment as it fulfills its purpose. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Customer deflection, however, we realized that we could deflect a lot more traffic than first anticipated while also keeping our CSAT high. ### 42. Great platform -- would recommend to anyone trying to deflect contacts! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** Workflows is by far my favorite feature. They are easy straightforward and easy to create and they really work well! **What do you dislike about Zoom Virtual Agent?** I don't really have any complaints about Solvvy. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are trying to deflect unnecessary contacts from our customers and drive them to self-service. We have saved on headcount requirements for our support team. ### 43. Fullscript loves Solvvy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Zoom Virtual Agent?** The % of interactions that are deflected from support and the display of which steps are being taken on the platform. We have it integrated with Zendesk **What do you dislike about Zoom Virtual Agent?** My only complaint is that at times it is that it can lead customers to the wrong article on our site, which is more than likely a work in progress for us and not a reflection of solvvy **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Customers are learning how to navigate our platform. On top of that, they are learning about all the features we have to offer ### 44. Solvvy helped us scale our team. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy helps customers self-service on some of the most basic questions more easily. It also directs customers into flows where the customer service team can be better equipped to handle a live customer as well. **What do you dislike about Zoom Virtual Agent?** It is important to keep your knowledge base completely up to date - Solvvy may sometimes pull "old" articles that are otherwise not being utilized...can cause some minor issues when that happens. **Recommendations to others considering Zoom Virtual Agent:** great set-up is key **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We have been able to scale our team as they are able to focus on more valuable work. ### 45. A must have for any Help Center **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Zoom Virtual Agent?** I loved the workflow option, it allows users to have a personal reactive experience. We've used Solvvy to enhance our Help Center site, it has reduced the number of tickets that our customer service team handles. Additionally, the customer service is great! **What do you dislike about Zoom Virtual Agent?** The Solvvy dashboard is helpful but not intuitive. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Customers enjoy a self-service option. It saves valuable resources and proves service when our agents are off-line. I love that Solvvy is easily customizable and fits in without our company's theme and website. ### 46. Solvvy is a game changer **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** It's very straightforward to use Solvvy. Workflows make it easy to set up cards for customers and navigate them either to a website or customer support. It provides actionable data that we can use to refine decision-making. **What do you dislike about Zoom Virtual Agent?** I would like to see improvements being for customizing the look of the widget to match with the page it's embedded on. Likewise, a bulk loader and or change management mechanism would be nice. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Self-guided support for our customers means increased satisfaction and reduced overhead costs. ### 47. Ticket Deflection and Self Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2021 **What do you like best about Zoom Virtual Agent?** Solvvy is a huge help in lowering down our customer reach outs. vEry useful in educating our customers by utilizing our FAQs. **What do you dislike about Zoom Virtual Agent?** I can't think of anything as of the moment **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy is very dependent on the workflows that you set up. ### 48. Greatly reduced ticket volume - Workflows are even more effective! **Rating:** 5.0/5.0 stars **Reviewed by:** Jami C. | Director of Customer Happiness, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2021 **What do you like best about Zoom Virtual Agent?** Customers that interact with our Solvvy widget say it's resolved their queries 60%+ of the time. Solvvy Workflows resolution rates are even higher at 80%+! In addition to the tool working so well, their customer service is some of the best in the business. We love our Carly! **What do you dislike about Zoom Virtual Agent?** There really isn't much to dislike, but the code snippet will affect page speeds. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** The most obvious problem it solves is that it significantly reduces the need for human interaction on simple requests that don't actually require us to converse with customers. ### 49. Solvvy is a great tool and so easy to use. The information is extremely valuable for the business. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Zoom Virtual Agent?** I love the workflows. They are easy to create and help out CS so much. **What do you dislike about Zoom Virtual Agent?** I dislike nothing. Everything I have used so far has been extremely useful. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are using the workflows to increase our self service rate. The possibilities there are endless. ### 50. Customer Service done correctly! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Zoom Virtual Agent?** Love the ability to help the widget "learn" with the coaching feature. **What do you dislike about Zoom Virtual Agent?** The company's pricing can be a bit better **Recommendations to others considering Zoom Virtual Agent:** Solvvy is a useful platform! It helps organizations save time and money. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are solving customer inquiries and less customer service contact emails/calls. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-24+18%3A20%3A01+-0500&secure%5Bsession_id%5D=0d7efc90-cc41-4557-800b-2b5ed3adb08b&secure%5Btoken%5D=e63e00c711bc7f507e15d61dd21086ca41391298cd58982c8ec76e994413286e&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 - 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