Zoom is taking its AI game to the next level with generative AI. The enterprise communication company recently announced a partnership with AI startup Anthropic to integrate Anthropic’s Claude AI assistant into Zoom’s productivity platform. Zoom has also invested an undisclosed amount in Google-backed Anthropic through its global investment arm.
The partnership is part of Zoom’s federated approach to AI, which includes using its own proprietary AI models along with those from leading AI companies and select customers’ own models. This approach allows Zoom to provide the most value for its customers’ diverse needs.
Zoom plans to first incorporate Claude into its omnichannel contact center offerings before expanding to other segments of the platform. With the Anthropic partnership, Zoom aims to build self-service features that improve end-user outcomes and enable superior agent experiences. Claude will be able to understand customers’ intent from their inputs and guide them to the best solution, as well as provide actionable insights that managers can use to coach agents.
How exactly will Claude help in Zoom Contact Center?
Zoom’s Contact Center is a video-first support hub that improves customer support for enterprises. It includes multiple products, including Zoom Virtual Agent and Zoom Workforce Management. Claude will be integrated across the entire Contact Center portfolio to provide the right resources to agents, enabling them to deliver improved customer service.
“Anthropic’s Constitutional AI model is primed to provide safe and responsible integrations for our next-generation innovations, beginning with the Zoom Contact Center portfolio,” said Smita Hashim, chief product officer at Zoom. “With Claude guiding agents toward trustworthy resolutions and powering self-service for end users, companies will be able to take customer relationships to another level.”
Claude’s capabilities will eventually be expanded across the Zoom platform, which includes Team Chat, Meetings, Phone, and Whiteboard.
The federated approach
Zoom’s federated approach to AI allows the company to incorporate multiple types of models, including its own proprietary models, those from leading AI companies, and select customers’ own models. This approach provides the most value for customers’ diverse needs and allows for customization for better performance.
Zoom has already been working with OpenAI for IQ, its conversational intelligence product. In March, Zoom announced multiple AI-powered capabilities for the product with OpenAI, including the ability to generate draft messages and emails and provide summaries for chat threads.
Zoom, the popular business collaboration platform, recently announced that it has invested in Anthrobotics, a start-up committed to developing artificial intelligence-based technologies. Through this endeavor, Zoom aims to strengthen its growing AI capabilities and enhance its technological offerings.
As Artificial Intelligence is becoming an ever-increasingly indispensable tool for international businesses, Zoom’s decision to invest in Anthrobotics is an effort to keep pace with the cutting-edge trends in the field of technology. With Anthrobotics’ team of experienced experts in deep-learning and machine vision, Zoom is looking to explore new possibilities which can benefit its customers.
The head of Zoom, Eric Yuan, said that the company has always been looking for novel ways to “solve complex problems” in order to create “engaging and collaborative experiences” for its employees. This investment in Anthrobotics, according to Yuan, is “central to our growth strategy of developing superior and resilient technology” which will allow Zoom to deliver “best-in-class AI/ML services” to its users.
Through this collaboration, Zoom and Anthrobotics strive to create augmented intelligence solutions which can leverage the capabilities of both businesses. Anthrobotics’ core product, the ‘Anthrobotics AI Platform’, is designed to facilitate training datasets and provide access to machine learning methods; with Zoom’s input, the two companies hope to expand and upgrade the platform to further enhance the AI capabilities of Zoom and its customers.
With this collaborative effort, Zoom strives to fill the ever-growing need for AI-based products in the corporate world, and Anthrobotics is looking forward to leveraging the insights gained from the company’s expertise and customer base. Moreover, this partnership intends to create a platform which is open, available and cost-effective so that businesses world-wide can benefit from advanced AI technologies.
