--- 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, but can be better! **Rating:** 4.0/5.0 stars **Reviewed by:** Jaydree S. | CX Specialist, Knowledge and Digital Content, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2019 **What do you like best about Zoom Virtual Agent?** The AI tool itself and the support we've gotten **What do you dislike about Zoom Virtual Agent?** The functionality of the tool, featured options **Recommendations to others considering Zoom Virtual Agent:** Train and think about how they're implemented! **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has helped us deflect tickets. However, we've having major problems with the backend - reporting, granularity, and deep dives while coaching ### 2. Very Successful Self-Service Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2019 **What do you like best about Zoom Virtual Agent?** It learns! It does a wonderful job of learning over time and improving. **What do you dislike about Zoom Virtual Agent?** I wish more of the customization was in my hands. **Recommendations to others considering Zoom Virtual Agent:** You need a solid Help Center before you can really leverage it. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are helping customers help themselves! ### 3. Great for driving self-service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Zoom Virtual Agent?** The insights to knowledge gaps in our FAQs **What do you dislike about Zoom Virtual Agent?** It takes a while for it to suggest relevant content **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Allowing customers to get answers to their easy questions and focusing the agent power on more complex cases. ### 4. Great tool, great partner **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2019 **What do you like best about Zoom Virtual Agent?** Solvvy has been a key part of our strategy to enhance our self-service offerings and provide our customers with the most accurate answer to their question quickly and effectively. **What do you dislike about Zoom Virtual Agent?** More administrative control, such as the ability to toggle channel offerings at the end of the Solvvy modal flow ourselves without reaching out to Solvvy for assistance. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Increased self-service participation! ### 5. Great time using solvy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2019 **What do you like best about Zoom Virtual Agent?** What i find most helpful with solvy is the ease of service **What do you dislike about Zoom Virtual Agent?** What i dislike is that it's a little slow **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Using to solve business needs, it makes life alot easier ### 6. Helping customers help themselves **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley H. | Senior Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2019 **What do you like best about Zoom Virtual Agent?** We're able to provide really high-impact service to people who really need our attention, while customers who want to help themselves can do it quickly without feeling like they're interacting with a robot. **What do you dislike about Zoom Virtual Agent?** Still trying to figure out the best way to report on metrics, but the new dashboard has helped with this tremendously. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has allowed us to spend more time on more sensitive customer conversations, building stronger connections with our community. ### 7. Solvvy is a wonderful operational tool backed by humans who listen! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Zoom Virtual Agent?** Ease of implementation. Simple interface with customers. Amazing algorithm and backend machine learning. Great service and partnership. **What do you dislike about Zoom Virtual Agent?** Move faster on the roadmap and get more awesome features out there! ;) **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Improved resolution time for customers. Improved NPS and CSAT. Improved employee satisfaction. ### 8. Near-perfect solution for ticket reflection **Rating:** 4.5/5.0 stars **Reviewed by:** Vu P. | Support Solution Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2019 **What do you like best about Zoom Virtual Agent?** Easy to use for customers. Search accuracy is high. **What do you dislike about Zoom Virtual Agent?** Many of our solutions are posted in Community. We would love to see more results from Community. **Recommendations to others considering Zoom Virtual Agent:** None **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Ticket deflections for "How to" questions. Sometimes even troubleshooting questions. ### 9. Solvvy at Headspace **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2019 **What do you like best about Zoom Virtual Agent?** Giving our members the opportunity to find the answers they are looking for quickly and on their own time without needing to wait for us. **What do you dislike about Zoom Virtual Agent?** I wish we could get more specific recommendations on the performance of our HC articles. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are solving problems of deflecting basics tickets without needing to throw more people at the problem. ### 10. Very good ticket deflection tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2019 **What do you like best about Zoom Virtual Agent?** Easy to user dashboards & great tool for ticket deflection. Solvvy is a very big part of our everyday operations. **What do you dislike about Zoom Virtual Agent?** Nothing to note off the top of my head.Solvvy does a great job and is very user friendly. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** They alleviate about half of our daily email customer contact volume. ### 11. Friendly service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2019 **What do you like best about Zoom Virtual Agent?** Easy to use interface, effective product, helpful staff **What do you dislike about Zoom Virtual Agent?** Right now solvvy is performing less effectively than my search within zendesk. It is taking a little longer than I expected to get an answer on why this is or how it can be improved. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Deflecting support tickets is the main benefit ### 12. Solvvy as a case deflection tool that enables a great customer experience **Rating:** 4.5/5.0 stars **Reviewed by:** Yvonne M. | Sr. Mgr, Strategy & Operations, Customer Support Team, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy has helped us deflect between 6%~10% of our cases over the last year. One of our main objectives has been to reduce customer’s effort as they are working on resolving an issue or a question, and we believe that Solvvy’s flow help us achieve this goal. The flow includes surfacing our Help Center articles based on the customer’s description of their issue, and while Solvvy’s algorithm is great finding the relevant articles, we are also able to improve the Self Serve rate by training the tool ourselves. We do allocate time on a weekly basis to train Solvvy’s, and we see great returns from doing so. We have also had a great experience working with our Customer Success Manager. She has been extremely responsive, works quickly on our requests & projects and has become a great advisor and partner to us. Solvvy has become one of our favorite tools in our tech stack, they are easy to work with, and easy to adapt it to our needs and the customer experience that we want to provide. We are looking forward to continue adopting the new features that Solvvy releases. **What do you dislike about Zoom Virtual Agent?** Currently, we receive a set of customer questions to train the algorithm, and once we are done matching them to the best articles, we have to send an email to our CSM to request a new set of questions. We would like to have the ability to get more questions within the app without having to request them to our CSM. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Positive impact on Customer Effort by allowing the customer to find an answer faster and easier ( rather than searching throughout our Help Center) Making it easy for customer to reach our Support team if we were not able answer their question or solve their issue by quickly exposing our web form or phone number (when applicable) ### 13. So far, so good! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2018 **What do you like best about Zoom Virtual Agent?** I like the simplicity of Solvvy. It's not a complicated experience for the customer and takes on most of the work of self-servicing for the customer. The suggested answers are not just the articles, but consumable snippets from articles that directly answer the questions at hand. I find this to be what makes the Solvvy widget most helpful! **What do you dislike about Zoom Virtual Agent?** One thing I had hoped for when beginning our run with Solvvy was workflows for actionable items that aren't just FAQ questions (tracking information, cancelling, etc.); we've start working with Solvvy to create workflows and are currently testing one of the two we'll be **Recommendations to others considering Zoom Virtual Agent:** Try the demo/trial! Utilize reporting to build out your help center in the areas that it is lacking or in areas where there are a trend of drop-offs, and utilize the training tool; it has helped improve our Solvvy helpdesk. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Solvvy has significantly reduced our helpdesk volume. We're learning where our customers need help, we are reducing ticket volume, optimizing our help-center, and allowing our agents to focus on submissions that require immediate attention. ### 14. A un-abrasive self help layer that keeps the Customer Experience high! **Rating:** 5.0/5.0 stars **Reviewed by:** James S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2018 **What do you like best about Zoom Virtual Agent?** The widget is so streamlined that the Customer isn't disappointed when the first step is Self Help. Then its an easy click to get to a representative! **What do you dislike about Zoom Virtual Agent?** I wish there was a whitelist button to push specific questions that cant be handled via self help straight to a representative. **Recommendations to others considering Zoom Virtual Agent:** If you need to create a self help layer that helps your customer then take a look at Solvvy. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** I am trying to scale my Customers Service Team correctly by having Solvvy handle all of the low hanging fruit. Since working with Solvvy they have been handling on average, 1600 tickets a month. ### 15. Solvvy is an overall strong, helpful tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Hilary D. | Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2018 **What do you like best about Zoom Virtual Agent?** I love the snapshot dashboard; it's clean, easy to read, simple, and yet has everything I need to see right there. The reporting is simple and easy to find what I need to know also. The training process is also simple and extremely user friendly. **What do you dislike about Zoom Virtual Agent?** I appreciate the ability to train Solvvy, but I would love to be able to customize the training. We have three types of end users, and sometimes they pick the incorrect user type from our drop-down form, so the wrong articles are surfaced. I would a clearer way to surface these issues/complete the training. For example, being able to mark 'user chose incorrect user type' and then also mark the article as helpful or not for the correct user type would be great! **Recommendations to others considering Zoom Virtual Agent:** I would definitely recommend Solvvy as an amazing deflection tool for any customer support team. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Here at Handshake, we use Solvvy as a step in our deflection process. First comes prevention: avoiding the user needing to ask the question altogether. When that fails, and the user is in the process of submitting a support ticket, Solvvy steps in with recommended help center articles to deflect the ticket altogether. Not only does Solvvy aid in deflection, we have used Solvvy to gain insight into weak articles or knowledge gaps in our help center. ### 16. Right context of help based on the query **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Media Production | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy provides right and to the point content from help articles according to users queries. I think it encourages users to find help through articles instead of submitting tickets immediately. **What do you dislike about Zoom Virtual Agent?** I don't get track of help articles presented to a user before submission of the ticket by that user. It think it would be great to see track of presented articles to determine wether something is missing in the existing knowledge base. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Users should be able to find help from the knowledge base we have. We were getting tickets in the past for queries for which answers are available in our KB. ### 17. 25% Self Service Rate With Solvvy **Rating:** 5.0/5.0 stars **Reviewed by:** Mark B. | Director Of Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy has been very easy to implement for our team. It has helped reduce our inbound support load by 25% and we are hoping to get that even higher. It has also helped us identify gaps in our knowledge base that we have been able to fill. It has also helped improve our CSAT score by allowing customers to self-service. This means that we are able to respond to other customers much faster. **What do you dislike about Zoom Virtual Agent?** We use Intercom for our support platform and the integration with Solvvy could be better. There really isn't a way for users to come back to view previous tickets without going through Solvvy first. **Recommendations to others considering Zoom Virtual Agent:** Solvvy is an expensive product, however, we have already seen an ROI on our investment. You will also need a decent knowledgebase in place in order to utilize Solvvy. It doesn't have to be incredibly robust, Solvvy will help you identify the gaps where you can improve. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are able to continue to grow and scale our company without needing to hire as many support agents as we would without Solvvy. This allows us to utilize talent in other areas of the company that are geared more towards creating revenue. ### 18. 45% Self -Service Rate - Happier team and happier customers **Rating:** 5.0/5.0 stars **Reviewed by:** Steph Z. | Director of Customer Care, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2018 **What do you like best about Zoom Virtual Agent?** It was very easy to get Solvvy up and running, and the team there was very open to working with us on some design customizations so that the widget really fit with our branding and was accessible to users without distracting from their browsing. We already had answers to most of our frequently asked questions in our help content, but most users were not finding them on their own. We were fielding a high number of cases that we knew could be self-serviceable if we had the right tool. We averaged a 45% self-service rate in Q1 after implementing Solvvy, and it's been amazing to see our team be able to focus on the higher value tickets that require a personalized conversation rather than spend time answering the same types of lower value tickets over and over. **What do you dislike about Zoom Virtual Agent?** I really enjoy their dashboard, which lets me download a report of all questions submitted to Solvvy in a time period and use a training tool to vote for which snippets are the correct or helpful answers to questions. I know that they are working a feature that would highlight gaps in our knowledgebase, and this will be a big help. I'm able to see some of the gaps while using the training tool or reviewing, but something built specifically for this purpose will give me a better view of what's missing. I would also love to have more insight into the questions and answers that were instant resolutions so that I can see what's working best for our users. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We added Solvvy to our B2C site at a time when our Customer Care team had limited resources and was struggling to keep up with the volume of emails and calls. By attending to the routine requests, Solvvy has allowed us to improve productivity and operational efficiencies. It's been tremendously helpful in reducing our B2C ticket volume and improving the user experience. I hope to expand it to our B2B site down the road as well. ### 19. Vital self-service tool backed by a responsive and supportive company **Rating:** 4.5/5.0 stars **Reviewed by:** Delano M. | Sr. Director of User Support, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2018 **What do you like best about Zoom Virtual Agent?** We've had Solvvy active for almost a year and it has been integral to our organization's success. We had made a decision to make a real effort towards self-service as an initiative and after reviewing various solutions decided on Solvvy. One main factor was the support of our CSM and Solvvy's developers. We had some specific requirements based on our own product's subscription levels and they were quick to work with one of our devs to architect a solution. Our product can be complicated so our deflection may be a bit lower than the average (~10-13%) but it paid for itself within the first 3 months. **What do you dislike about Zoom Virtual Agent?** I would like to see more in depth analytics on deflections and the ability to manage some aspects of our account without having to contact the company to make changes. **Recommendations to others considering Zoom Virtual Agent:** Just do it. It pays for itself and saves budget on additional headcount. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Ticket deflection via self-service. This has given my support agents the ability to reach the more complicated tickets and chats much quicker. Our average wait time for chat has drastically improved along with our CSAT. ### 20. Essential tool for a great customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica H. | Director Customer Experience, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2018 **What do you like best about Zoom Virtual Agent?** The UI for end-users is simple, direct, and walks them through the experience seamlessly. Dashboards are insightful and provide you with all the stats you need over any given time period. The MVP feature has been the training model though. Even with a robust Help site, the Solvvy training model uncovered dozens of surprising content gaps that customers were looking for which we hadn't found through Support to Analytics reports. Lastly, the Solvvy service Team is excellent -- I've very much enjoyed working with Maggie and Kay! **What do you dislike about Zoom Virtual Agent?** I would get a lot of value from more User insights. For instance, we can see which inbounds from customers were NOT deflected, but I'd love to know more about the customers who WERE deflected. Who are they, what was their Account, are they a new customer or legacy customer, etc. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** An enhanced self-service layer and providing more insight into how Users are interacting with Help Articles. ### 21. Smart, proactive support helping customers help themselves **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole G. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy is impressively on point with suggesting articles and highlighting pieces of articles that may help our customers get their question answered with zero wait time. Solvvy gives us, the business insight into the questions that are coming through and the docs they are suggesting, giving us the opportunity to improve and do better for our customers, which is the ultimate #1 priority for Acuity Scheduling! **What do you dislike about Zoom Virtual Agent?** I have to dislike something? Sheesh. Nothing comes to mind. **Recommendations to others considering Zoom Virtual Agent:** Their support team is awesome and really listens so they can improve for their customers. We've always had really good interactions and the feedback has been reflected in improvements in the product. It's a nice feeling. They are great to work with. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Proactive support making customers happy and getting on with their day. Questions answered without contacting us, leaving our support team more time to focus on the unique edge case situations. ### 22. 40% Resolution Rate, 20% the cost **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2018 **What do you like best about Zoom Virtual Agent?** Their AI uses our robust Knowledge-base to get the self-service answers to our customers faster than an agent can. With the ability to train the software and see what it does and doesn't solve, we continuously improving Solvvy and our Help Center as we work together. **What do you dislike about Zoom Virtual Agent?** The dashboard doesn't have all the information I'd like. The weekly report includes top resolutions and suggestions, I'd like to see this available when I want it. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** It helps me make sure that our Help Center is useful for our customers and prevents me from having to scale the team unnecessarily ### 23. Solvvy is our first line of defense. **Rating:** 4.5/5.0 stars **Reviewed by:** Bryan C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy allows our customers to find answers to their questions without having to talk to someone on our Support team. It accelerates our ability to service our customers in a timely and efficient manner. We consider Solvvy as a core pillar of our Customer Support offering. **What do you dislike about Zoom Virtual Agent?** While the product is very efficient for our needs, we understand that the company is still young and has room for improvement. One of the items we've discussed with Solvvy that we would like to see is the capability for Solvvy to generate automated messages based on keywords. We've also discussed ways in which we wish we could deliver Solvvy in a segmented way to our customers based on their purchase level with us. **Recommendations to others considering Zoom Virtual Agent:** At a high-level, I don't see why anyone wouldn't use Solvvy as a deflection solution. It's simple to deploy and the AI is incredibly accurate, especially with the release of the latest version of the product. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Deflection. Whenever we take a look at Customer Enablement holistically, we're always trying to optimize how our customers can discover answers to their own questions. With the Solvvy self-service rate, we can tangibly measure how well our knowledge base is providing help to our users. ### 24. Improved CX and at-a-glance insights that help us reach our self-service goals **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah H. | Manager of Self-Service and Content, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2018 **What do you like best about Zoom Virtual Agent?** Both the user-facing module and the admin tools are well designed, making our user's experience simple and seamless as well as making my role as admin enjoyable. I also love the ability to help train their machine learning to customize it to our company's specific needs, terms, jargon, etc. **What do you dislike about Zoom Virtual Agent?** Currently, there is no way to customize the training mode or see how far along we with the existing requests. It would be great to 1) be able to see the date of the request we are training, 2) be able to customize the date range for training mode, 3) see a percentage of how far along through existing sample requests we are. **Recommendations to others considering Zoom Virtual Agent:** This is a great tool for customer support teams that want to increase their self-service rates. When combined with a solid knowledge base, it alleviates support contacts that can be self-serviced and the analytics provide insight to the team responsible for maintaining and improving the user knowledge base. Additionally, the Solvvy team is incredibly responsive to questions and feedback. They have kept me up to date on several upcoming features and sought my feedback about my specific use case. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Encouraging users to self-service when possible frees up our agents to address more substantive issues. Our avg wait time and chat abandonment are down significantly. Our self-service content team can view self-service rates at-a-glance, and reports on unresolved questions give insight for where to target new content or modify existing content. ### 25. AI for Customer Support that Works with You **Rating:** 5.0/5.0 stars **Reviewed by:** Yael M. | Principal Implementation Strategist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2018 **What do you like best about Zoom Virtual Agent?** The AI for Customer Support market is really crowded, but Solvvy stands out for being so communicative, responsive, and friendly. Their Customer Success team works quickly and thoroughly to help us get what we need out of Solvvy. They also provide us a great feedback loop of our Knowledge Base gaps so we can improve our knowledge base regularly. They are proven thought leaders in the Customer Experience space, hosting great webinars and CX networking events. Their product is great, but it's really the people who work there that keep us so invested in working with them long-term. **What do you dislike about Zoom Virtual Agent?** There is always so much "on the horizon" or "in the future": a new feature that will launch "in a month", an idea they have "down the road". I appreciate that they keep their customers informed on their product roadmap, but it's tough to prepare for the possibility of a new feature. It might benefit Solvvy to limit communication of upcoming features to the week before expected launch. **Recommendations to others considering Zoom Virtual Agent:** It can be deployed on any CRM, is good to go out of the box, and the team is great in helping you set up more advanced features. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** Our customer base is very DIY-focused, so providing them a platform where they can service themselves matches our brand perfectly. Plus it frees up our Customer Support agents' time to handle more complex questions. As an early adopter of Solvvy, we have seen every instance of their product, and have worked closely with their team to develop new ### 26. Self-Service with Solvvy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2018 **What do you like best about Zoom Virtual Agent?** How Solvvy can help self-service our customers. This provides our customers a quick turnaround to keep on working, not having to wait on a tech to assist them. **What do you dislike about Zoom Virtual Agent?** ability to be our own admin to add or remove team members to access training or the dashboard. **Recommendations to others considering Zoom Virtual Agent:** Give it a test run to see how it will help your business. After our trial, we purchased it and feel good about our decision. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We are seeing what our customers are asking as far as requests and in turn, we know which requests are solved by self-service and those that are not. Being able to see requests that were or were not self-serviced allows our team to address improvements of existing documents or adding new docs, in turn helping with more self-service. ### 27. Really Useful! **Rating:** 4.0/5.0 stars **Reviewed by:** Jordan P. | Head of University Support, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy is good at indexing your content and making it easier for customers to find it. **What do you dislike about Zoom Virtual Agent?** We wish we could receive updates instantly and customize workflows more, but at least the workflow piece is coming soon. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** We need to scale support and we used Solvvy to reduce ticket volume to save us time and money. The self service rate with Solvvy is around 7% which is great. We also like getting weekly reports of what's getting deflected and what isn't. ### 28. An incredible solution for simply improving self serving **Rating:** 5.0/5.0 stars **Reviewed by:** Jeffrey C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2018 **What do you like best about Zoom Virtual Agent?** Solvvy was extremely simple to implement and came with the immediate results that showed a real impact. To date, we have seen on average a 45% self-service rate month-over-month. **What do you dislike about Zoom Virtual Agent?** I haven't found anything to dislike. The product delivers on all expectations and needs. **What problems is Zoom Virtual Agent solving and how is that benefiting you?** With Solvvy, we are looking for ways to better serve customers with our existing content. We have realized that using tools with machine learning and native language processing can deliver better results than just general search tools. ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-07-28+16%3A38%3A45+-0500&secure%5Bsession_id%5D=e98a186c-2f0e-408f-9834-d63de64b8089&secure%5Btoken%5D=253b68649678fb229108388493026f3cd734dfdb5edc23cbe5f46b7419b6ad6a&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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