Contact Center

“And today that product is now relabeled as Zoom Virtual Agent. It's part of the contact center business, which is one of the fastest growing lines of business in Zoom. Most people know meetings and Zoom phone. The contact center is actually growing very, very …”

“Historically, that was very laborious. It would be, ah, human auditing transcripts with a rubric, ah, only getting to one percent of that conversation volume, and then doing follow-up classroom-based learning.”

“For every support org, scaled support org, you probably have one trainer for every 30 support agents. And like one QA analyst for every 15 to 20 agents.”

“So broadly, I think the total number of contact center seats will come down. My estimation is that it will come down by about 80% over the course of three to five years. By the way, timeframes are actually anybody's guess. As you know, in AI, things are changi…”

“But some of these older processes, I don't ever think they will become hundred percent replaced by AI. You will have people who will be needed for complicated questions, for overseeing the bots, for teaching the bots, for compliance purposes sometimes to take …”

“It's that old phrase, people overestimate what you're going to do in a year and underestimate what you're going to do in a decade. And that is where we are with this as well, which is that, yes, we can say this is what's going to happen to the contact center, …”

“What we find right now is on our next generation agentic AI bot we have a lower error rate than a human being from a, you know, contact center, support center, answering like for like inquiries.”

“Employee net promoter score for contact centers often less than zero.”

“Attrition rates in contact centers Are on average about 45% annually, meaning that in the enterprise, about half of all customer service agents will leave their jobs every year.”