Zoom has announced a partnership with AI startup Anthropic to integrate Anthropic’s Claude AI assistant into Zoom’s productivity platform. The company has also invested an undisclosed amount in Anthropic through its global investment arm. The partnership comes as Microsoft continues to roll out AI-powered features in Teams, Google incorporates AI into Workspace, and Salesforce focuses on Slack GPT.
Integration with Zoom’s Contact Center
Zoom will first incorporate Claude to evolve its omnichannel contact center offerings before moving on to other segments of the platform. The partnership will allow Zoom to integrate Claude across the entire Contact Center portfolio to build self-service features that not only improve end-user outcomes but also enable superior agent experiences. For instance, Claude will be able to understand customers’ intent from their inputs and guide them to the best solution and provide actionable insights that managers can use to coach agents.
Zoom’s Federated Approach to AI
With this partnership, Zoom is using its federated approach to AI, where it is using its own proprietary AI models along with those from leading AI companies and select customers’ own models. The goal is to provide the most value for customers’ diverse needs. These models are customizable, so they can be tuned to a given company’s vocabulary and scenarios for better performance.
Expansion to Other Segments of the Platform
Moving ahead, Zoom Contact Center will use Claude to provide the right resources to agents, enabling them to deliver improved customer service. Claude’s capabilities will be expanded across the Zoom platform, including Team Chat, Meetings, Phone, and Whiteboard. Specific details were not shared.
The partnership with Anthropic is Zoom’s latest move in its federated approach to AI. Zoom is already working with OpenAI for IQ, its conversational intelligence product, and has announced multiple AI-powered capabilities for the product with OpenAI. The capabilities started rolling out for select customers in April. With this approach, Zoom aims to provide the best value for its customers’ needs.
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