Zoom Partners with Anthropic to Bring AI-Powered Chatbot to Contact Centers

Zoom is expanding its generative AI capabilities through partnerships with LLM companies. The latest collaboration is with Anthropic, bringing its Claude chatbot to the Zoom Contact Center. 

The partnership with Anthropic is part of Zoom's open approach to generative AI, allowing them to integrate different models as the industry evolves. The focus initially will be on providing accurate answers in the contact center while avoiding incorrect responses.

Zoom's Chief Product Officer, Smita Hashim, emphasizes the importance of a "prescriptive-module-based approach" with Anthropic's constitutional AI to enhance customer support. The company plans to leverage the learnings from this partnership across its product lineup.

While Zoom hasn't disclosed specific timelines, they are committed to working with Anthropic and exploring other options, including emerging open-source models. The goal is to continuously enhance the generative AI capabilities across the Zoom platform.

Zoom Ventures, the company's venture arm, has also invested in Anthropic as part of the partnership. This strategic investment demonstrates Zoom's commitment to the technology and its future integration into their products.