Zoom, a popular enterprise communication platform, has made a major bet on AI with its investment in Anthropic, and its plan to integrate Claude AI assistant into the contact center product. The company recently announced also announced that it will be joining executives from other leading companies on July 11-12 in San Francisco, to learn how AI is changing the way businesses succeed.
Anthropic is a Google-backed AI startup focused on generative AI. They have developed a Constitutional AI model that is primed to provide integrations for Zoom’s next-generation innovations, such as the Zoom Contact Center. Claude is set to help agents reach resolvable resolutions and empower customers with self-service features, offering a better customer experience as a result.
Other AI-focused businesses such as Microsoft, Google, and Salesforce are continuing to roll out AI capabilities into their platforms, including Teams, Workspace and Slack GPT respectively. Zoom is focusing initially on the Contact Center before integrating the combination across other parts of the platform.
The company’s global investment arm is funding the company, as part of their federated approach to AI. They announced a partnership with OpenAI in March to expand their IQ conversational intelligence and offer capabilities such as automated emails and drafts and chat summaries, with initially select customers. This is accompanied with the Anthropic partnership, in addition to customer models to further personalize the experience. Smita Hashim, chief product officer at Zoom, is confident that this approach will provide the most comprehensive value for customers.
Users of Zoom Contact Center are set to benefit from the combination in numerous areas of customer service, offering greater convenience and customer satisfaction. However, Zoom is not stopping at the Contact Center, as they plan to expand this to the entire platform. With AI-focussed businesses continuing to move forward, Zoom’s federated approach is an exciting development in the conversation regarding AI.
