What each AI feature in Zoom Virtual Agent does, quoted from Zoom’s own pages, and where Zoom documents the switch that controls it. Every fact was checked by a person and links to its source.
EU AI Act · for UK small and medium-sized businesses
AI literacy · AI policy creation for businesses
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an AI voice agent that answers customer phone calls
Zoom: "Zoom Virtual Agent (ZVA) allows businesses to create natural and humanlike voice agents for Zoom Contact Center voice channels." Zoom: "They handle calls, route customers, and resolve issues in real time."
an AI chat agent that answers customers on websites and in apps
Zoom: "Zoom Virtual Agent supports automating customer conversations across web and mobile chat platforms with its chat agent." It answers questions and resolves issues, configured in plain language without code.
a Zoom Virtual Agent chatbot writes its own answers from your knowledge base with an LLM
Zoom: "This feature integrates a large language model (LLM) with Retrieval-Augmented Generation (RAG), enabling the bot to generate accurate, relevant responses based on customer-approved content." Zoom: "Check the Enable AI notice option to inform consumers when responses are generated by a large language model."
generative AI matches a customer's question to an intent when the chatbot's model cannot
Zoom: "Admins can enable the AI matches and suggestions feature to match intents using generative AI when the supervised models are unable to achieve a successful match." It also suggests new training phrases from customer queries.
an AI voice agent that answers a business's phone calls
Zoom: "The ZVA Receptionist is an AI-powered voice agent that answers calls, routes them to the right destination, and assists callers with information or appointment scheduling."
machine learning finds personal data in customer conversations and replaces it with placeholders
Zoom: "When enabled, the system automatically analyzes transcripts to identify Personal Data Entities and replaces them with generic placeholder text." For example, a phone number in a bot transcript becomes [PHONE]. Zoom: "Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Virtual Agent cannot guarantee 100% accuracy when detecting personal data."
Which of these features are switched on, and what you use them for, decides what the EU AI Act asks of you. AI Compliancy takes you through it tool by tool and gives you a dated report.
Start your checkChecked by people, kept up to date. Every feature on this page was checked by a person against the vendor’s own pages, and the catalogue is re-checked and updated regularly. Mistakes can still happen and vendors change their products without notice, so always check the linked page before relying on it. These are facts about the software. They are not legal advice and do not say what the law requires of you. How the library is checked
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