Unifying Customer and Employee Experiences: How Zoom’s All-in-One Platform Revolutionise CX Design

We’d like to extend our heartfelt appreciation to Augustin Du Payrat, Head of Channels (Asia) for Zoom, for delivering a fun and interactive presentation during The Conference of The Best Contact Center Indonesia 2024. In line with their motto, “Delivering Happiness,” they conducted a few brief and fun surveys with the audience to gather valuable insights on their perspective of Zoom services and the role of AI in supporting the future business industry.

Flexible work has become a significant challenge in the industry today. The utilization of AI technology is inevitable as many industries transition from full office work to flexible work arrangements. Issues like communication overload, disengaged teams, unproductive office time, and inefficient time management for repetitive tasks are contributing to this global shift in work forms.

To address these challenges, Zoom has gone beyond its established online meeting services with the introduction of the AI Companion on September 5th, 2023. This service enhances customer experience (CX), employee experience (EX), and video interactions. Developed with support for the Indonesian language, it helps users socialize and engage more effectively. Additionally, features like meeting summaries are particularly beneficial in the contact center industry, enabling companies to maximize customer satisfaction and improve employee experience through the convenience of these innovations.