Zoom Video Communications, Inc., has entered into a definitive agreement to acquire a prominent conversational AI customer support platform, Solvvy, to enhance its customer service. Zoom recognizes that Solvvy’s distinguished AI and machine learning algorithms would certainly help in providing exceptional, concierge-level customer experience to its users worldwide. Following this integration, Zoom plans on helping businesses retain customers and increase operating efficiency. The deal is expected to close in 2023.
A few months ago, Zoom launched the Zoom Contact Center to ensure unified communications and customer experience. Solvvy’s chatbots and automations would be functional in strengthening the contact center by providing faster resolution of customer queries. Solvvy would provide intelligent solutions without having to speak to a person. With this scalable integration, Zoom hopes to improve agent productivity and unlock new opportunities where personalized, video-based service would be a key differentiator in the industry.
President of Product and Engineering at Zoom, Velchamy Sankarlingam, stated, “The nature of customer experience is transforming fundamentally, as enterprises increasingly need to deliver exceptional, personalized and effortless customer experiences.” He added, “Solvvy understands this shift and is the ideal platform to enhance our Zoom Contact Center offering.”
“Solvvy’s differentiated AI and machine learning technology, deeply talented team, and an easy-to-deploy solution will help accelerate our roadmap to creating a concierge-level experience for customers worldwide. Together, we are excited to help businesses of all sizes improve their customer retention, increase operating efficiency and set new standards for customer service and satisfaction.”
Integration of conversational AI with Zoom communications platform would certainly ensure that a cost-effective communication between the company and its customers is established wherein prompt service can be provided and customer questions can be answered without any delay. It would reduce the time and effort of employees and escalate productivity. Hence, it would simplify the way businesses engage with customers.
