Zoom Communications announced the release of Zoom Virtual Agent 3.0 (ZVA) on February 24, 2026, adding a new AI‑driven layer to its contact‑center portfolio. The update builds on the company’s “resolution economy” strategy, aiming to close the loop on customer issues from the first interaction through to resolution while allowing seamless handoff to human agents when needed.
ZVA 3.0 introduces a multi‑step execution architecture that orchestrates complex workflows across multiple back‑end systems. The agent can operate across voice and chat, providing full observability and control while reducing repetitive steps and handoffs. The architecture is based on the same federated AI framework that underpins Zoom AI Companion 3.0, which was launched in December 2025 and brought agentic workflows to meetings and documents.
Internal testing shows that the new agent has eliminated the no‑match rate entirely, dropping it from 35% to 0%, and increased the deflection rate for the billing team by 30% within three months. Those improvements translate into more than 1,000 agent hours saved each month, illustrating the operational efficiency gains that Zoom expects for its enterprise customers.
Strategically, the launch signals Zoom’s shift from a video‑conferencing platform to a broader unified communications and customer‑experience offering. By embedding AI‑powered automation into core customer‑engagement workflows, Zoom seeks to strengthen its competitive position against Cisco Webex and Microsoft Teams while driving revenue diversification through its growing Customer Experience portfolio, which has seen a 65% year‑over‑year increase in contact‑center customers.
Pricing and packaging details for ZVA 3.0 have not yet been disclosed. The product is slated for general availability in Spring 2026, and it will be available as part of Zoom’s enterprise contact‑center suite, building on the company’s AI‑first vision and its focus on delivering connected customer relationships.
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