Zoom Communications, Inc. has introduced Zoom Virtual Agent 3.0 (ZVA), an intelligent agent with a new execution architecture and expanded AI capabilities to resolve customer issues end-to-end.
“Agentic AI was just the beginning,” said Chris Morrissey, general manager of Zoom CX. “Zoom Virtual Agent 3.0 orchestrates multi-step workflows across systems, continuously learns from human resolutions, and provides full transparency into every agentic action. This allows organisations to confidently automate complex interactions. It’s more than a product update, it’s another step toward more connected customer relationships, where AI and humans work together to resolve issues faster and build trust.”
What’s new in Zoom Virtual Agent 3.0
ZVA’s new execution architecture is designed to automate complex, cross-system interactions with enterprise governance, enabling it to execute, resolve, and orchestrate multi-step actions across systems.
Its features include:
- An enhanced AI execution framework, built on the latest Zoom AI Companion 3.0 architecture, enabling full-cycle resolution rather than just single-step responses.
- Agentjourney transparency and governance enhancementsfor visibility on data sources, decision logic, and workflow paths behind automated actions.
Other enhancements expected to be generally available in Spring 2026, include multimodal large language model (LLM) intelligence, continuous learning, and proactive outbound engagement.
