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Introducing Agent Architect and Agent Performance Suite for Zoom Virtual Agent

  • New Zoom Virtual Agent capabilities help organizations build AI agents faster, optimize performance over time, and deliver more personalized customer experiences through a connected Zoom CX platform.

At a glance: New Zoom Virtual Agent capabilities

  • Agent Architect: Generate production-ready voice and digital AI agents from a simple prompt. Create intelligent agents that can reason through requests, collaborate with other agents, and orchestrate customer interactions across systems and channels.
  • Agent Performance Suite: Test, validate, and optimize AI agents throughout their lifecycle. Simulate customer interactions before deployment and track resolution rates, containment, customer satisfaction (CSAT), and cost per resolution after launch.
  • Quality Management for Zoom Virtual Agent: Evaluate AI and human interactions using a common quality framework. Identify improvement opportunities, track service quality, and help AI learn from successful human-assisted resolutions.
  • Enhanced customer context layer: Customer interactions create context that follows customers across Zoom CX, helping Zoom Virtual Agent, Zoom Contact Center, and Zoom AI Expert Assist deliver more personalized experiences and reduce the need for customers to repeat themselves.
  • Outcome-based pricing: An optional pricing model that aligns AI automation costs with customer outcomes through resolved or successfully routed interactions across voice and chat.
  • Multi-location deployments: Build AI-powered customer experiences once and deploy them across multiple locations while maintaining local phone numbers, routing, greetings, and knowledge bases.

SAN JOSE, Calif., June 22, 2026 (GLOBE NEWSWIRE) — Zoom Communications, Inc. (NASDAQ: ZM) today announced new AI capabilities for Zoom Virtual Agent (ZVA), its virtual agent that uses conversational AI to resolve customer issues end to end.

The new capabilities, including Agent Architect and Agent Performance Suite, along with enhancements to the customer context layer across Zoom CX, help organizations generate and deploy AI agents faster. They also enable teams to optimize performance over time and deliver more personalized customer experiences across channels.

The first wave of AI in CX has often focused on deployment to help increase efficiency and reduce costs. The challenge now is moving beyond launch to effectively measure AI agent performance, maintain quality, and deliver more personalized customer experiences at scale. Zoom CX connects the full lifecycle of AI automation — from agent creation and customer context to performance optimization — helping organizations deliver more effective customer experiences and better outcomes.

“AI has significantly accelerated the CX landscape, and organizations not focused on outcomes fall behind,” said Chris Morrissey, general manager of Zoom CX. “It's no longer just about deploying it to drive efficiency, but about having the context to drive personalization at scale. But the challenge is eliminating the tradeoff between speed and sophistication, and Zoom CX bridges that gap so teams can personalize better, deliver faster, and drive stronger outcomes.”

Turn simple prompts into production-ready AI agents

Today’s way of building AI agents forces teams to choose between speed (simple agents) and sophistication (requiring advanced technical resources). The new Agent Architect is designed to eliminate that tradeoff by making AI agent creation generative. Instead of manually designing workflows, teams can start with a simple prompt and have Agent Architect expand it into a production-ready voice or digital agent. The Agent Architect interprets intent, fills in missing context, and connects the right capabilities and data sources to generate sophisticated workflows with minimal manual effort.

AI Agent Architect can generate autonomous agents that guide customers through complex requests, determine the next best action, and orchestrate work across systems and tools. Rather than following rigid scripts, agents can gather missing information, adapt to customer needs, and take action to move issues toward resolution. Before deployment, teams can review and refine agent behavior to align with business requirements, customer expectations, and compliance standards.

By transforming prompts into production-ready customer journeys, AI Agent Architect helps organizations accelerate deployment, expand self-service, and deliver faster resolutions across the customer journey.

Improved AI performance for better results

Zoom also announced the Agent Performance Suite, a new offering for Zoom Virtual Agent designed to give customer experience leaders a clearer understanding of what's working, where automation is falling short, and how to improve customer outcomes over time.

As organizations expand AI across customer service operations, visibility becomes increasingly important. Teams need a way to evaluate performance, identify automation gaps, and confidently scale AI while maintaining service quality. The Agent Performance Suite combines Agent Performance, Quality Management for Zoom Virtual Agent, and KB Suggestions, helping organizations test, measure, and continuously optimize AI-powered customer service.

Agent Performance: Test, validate, and optimize AI agents

  • Test and optimize AI agents throughout their lifecycle by simulating realistic customer scenarios before deployment and comparing simulation results with production outcomes. This helps teams identify improvement opportunities, validate performance, and expand successful use cases.
  • Utilize real-time dashboards for visibility into live AI agent operational metrics, including resolution rates and containment.

Quality Management: Extend consistent evaluation standards

  • Evaluate AI, human, and hybrid interactions using the same quality standards to understand what's working, where customers are struggling, and where improvements are needed. By applying the same standards across AI, human, and hybrid interactions, organizations can deliver more consistent customer experiences regardless of how issues are resolved.

KB Suggestions: Fix knowledge gaps across agents

  • Teams can also use KB Suggestions when connected with Zoom Contact Center to help expand and improve self-service content. Zoom Virtual Agent can identify successful human-assisted resolutions and draft new knowledge base articles that teams can review and publish. Over time, this helps improve resolution consistency, reduce repeat contacts, and continuously strengthen AI-powered customer service.

The Agent Performance Suite helps organizations create a continuous improvement cycle in which every interaction — whether AI, human-driven, or hybrid — can be measured, evaluated, and used to improve customer outcomes.

Separately, Zoom Virtual Agent also now offers an outcome-based pricing option that gives customers another way to simplify billing and connect AI investment to business value. With this option, pricing is tied to resolved or successfully routed interactions across voice and chat.

Scale AI-powered services across every location

Organizations with multiple locations often face a difficult tradeoff: maintain consistent customer experiences across all sites or customize experiences to local needs. Zoom Virtual Agent’s multi-location deployments eliminate that tradeoff by enabling organizations to build AI-powered customer experiences once and deploy them across an entire network.

With centralized management, teams can maintain consistent service quality, governance, and automation workflows across locations while allowing each site to customize phone numbers, greetings, department routing, and knowledge bases for local customer needs. Native Zoom Phone or Zoom Contact Center integration, along with centralized administration, helps simplify deployment while providing visibility across locations.

For example, a retailer can deploy a single AI agent across hundreds of stores while allowing each location to tailor responses based on store-specific inventory, promotions, and policies. Customers can upload a photo to identify a product, verify availability, troubleshoot a purchase, or receive personalized recommendations, while corporate teams maintain centralized management and visibility across the network.

Whether supporting retail stores, healthcare facilities, campuses, franchise networks, or other distributed operations, Zoom Virtual Agent multi-location deployments help organizations scale AI-powered service efficiently without building and maintaining separate agents for every location.

Make every customer interaction smarter

These new capabilities help organizations build, measure, and optimize AI-powered customer service. To make these experiences even smarter, Zoom CX is deepening the customer memory that powers every interaction.

Zoom CX maintains context within and across conversations, so customers don't have to repeat themselves as they move between virtual agents and live agents. Now, that memory goes even further — dynamically capturing context from prior engagements and layering it with AI reasoning to build a richer, more intelligent understanding of each customer over time. This isn't static data retrieval; it's a living context layer that informs AI recommendations, agent guidance, and routing decisions across Zoom Virtual Agent, Zoom Contact Center, and Zoom AI Expert Assist.

Because Zoom CX brings together virtual agents, live agents, and AI-powered assistance on a connected platform, this accumulated intelligence flows naturally across the customer journey, so every future interaction starts informed by not just what's happening now, but also what came before.

Connect AI automation to better customer outcomes

With these innovations, Zoom CX helps businesses create, manage, and optimize AI-powered customer service at scale. By bringing together customer context, agent creation, performance optimization, and quality management, organizations can deliver more effective customer experiences and better outcomes over time.

The next phase of AI in customer service will not be defined by how many agents organizations deploy, but by how effectively they use AI to resolve customer needs. Zoom CX helps organizations connect customer interactions, context, and action to deliver better service, faster resolutions, and measurable business impact.

The new capabilities for Zoom Virtual Agent are now available. Customers interested in learning more can contact their Zoom account representative or visit zoom.com. To hear more about these announcements, visit Zoom at booth #339 during CCW Las Vegas from June 22–25, 2026.

About Zoom
Zoom (NASDAQ:ZM) is a system of action for modern work, turning live collaboration into completed results. From entrepreneurs to global enterprises, customers choose Zoom to seamlessly collaborate, communicate, and drive outcomes across meetings, phone, contact center, and more — all with the built-in assistance of Zoom AI. Founded in 2011, Zoom is headquartered in San Jose, CA. For more information, visit zoom.com.

Zoom Public Relations
Travis Isaman
[email protected]


GLOBENEWSWIRE (Distribution ID 9750293)

Mavenir Launches Agentic Service Assurance Framework to Monitor and Operate the Network

TM Forum IG1251/IG1453-aligned, multi-agent framework that learns from NOC expertise to deliver scalable, closed-loop automation across multi-vendor, multi-domain networks. AI detects, diagnoses, recommends and resolves network issues faster, improving operator productivity and enabling autonomous network operations.

RICHARDSON, Texas, June 22, 2026 (GLOBE NEWSWIRE) — Mavenir, the cloud-native network infrastructure provider, today announced its Agentic Service Assurance Framework: a TM Forum IG1251/IG1453-aligned, multi-agent system that automates complex network operations across multiple domains without replacing existing systems. The framework pairs an Intent Orchestrator with a multi-layer agentic ecosystem in which AI helps detect, diagnose, recommend, and resolve network faults faster, measurably improving operator productivity and accelerating the path to autonomous network operations.


Network operations across 5G, cloud-native, and IP domains are expensive, fragmented, and increasingly difficult to manage at scale. Assurance systems fire alarms but rarely diagnose root causes. Experienced engineers retire, taking decades of institutional knowledge with them. Multi-vendor environments generate siloed data that no single tool can correlate. AI tools that reason only over static data models cannot fill that gap. Mavenir’s answer is architectural: a multi-layer, multi-agent framework that learns from how networks are actually operated and automates what skilled engineers do.

At the core of the framework is the Intent Ops engine: a system that observes how NOC teams actually work, learns the patterns behind successful resolution, and converts proven human workflows into repeatable, explainable automation templates with built-in guardrails. Unlike approaches that reason only over static data models, Intent Ops actively captures institutional expertise from live NOC operations and from third-party vendor teams, publishing vetted automations to a continuously growing orchestration catalog. Every workflow is validated against a human baseline before autonomous execution. The result: the network runs on operators' best knowledge, not a frozen snapshot of it.

The framework helps deliver cross-domain monitoring, context-aware correlation, and domain-intelligence-driven root-cause analysis across domains, with closed-loop remediation on Mavenir products. Integration with existing OSS AI agents is achieved via the Agent-to-Agent (A2A) protocol defined in IG1453, preserving operators' existing investments while extending automation reach across the full network stack.

Retaining full operational control across geographically distributed, cloud-native networks is one of the most pressing challenges operators face today. Mavenir's framework helps address this directly with AI-driven workflows spanning deployment topology, application health, interface health, and service status, each backed by trusted, auditable remediation actions.

The framework's priorities map directly to operator demand. Recent industry research ranks AI-driven trace and log analysis, cross-domain fault correlation, and automated diagnosis of complex interconnect issues as the top operational priorities. These are precisely the capabilities Mavenir's Agentic Service Assurance Framework delivers.

Framework Highlights

  • Standards-Native Architecture (IG1251/IG1453): Multi-agent architecture and A2A communication built natively to TM Forum IG1251 and IG1453, which is the industry's definitive specifications for autonomous networks and agent interoperability.
  • Intent Orchestration: Operators express desired outcomes as natural-language or voice intent. The platform interprets, plans, executes, and validates end-to-end, continuously refining automation as network conditions evolve.
  • Intent Ops Knowledge Capture: Actively learns from live NOC team workflows and third-party vendor operations, converting proven human expertise into a continuously growing, vendor-neutral automation catalog.
  • Multi-Vendor, Multi-Domain: Spans L1 monitoring to L3 remediation across heterogeneous networks without replacing incumbent systems.
  • Closed-Loop Validation: Every automated workflow is validated using pre-validated workflows before autonomous execution, ensuring consistency, accuracy, and a full audit trail. Mavenir closes the loop; it does not just recommend.

“Every operator I talk to is wrestling with the same paradox: their networks are becoming more complex while the operational expertise to run them is retiring. Intent Ops solves that paradox directly. It captures what your best engineers know, validates it, and makes it available to the entire operations organization, autonomously and at scale. This is how you build a network that genuinely runs itself.” – Bejoy Pankajakshan, EVP, Chief Technology & Strategy Officer, Mavenir

“Operators need practical routes to autonomous networks that work across complex, multi-vendor environments. Intent-based operations and knowledge capture aligned to TM Forum's frameworks can help turn proven NOC expertise into scalable automation. Mavenir's approach shows the direction the industry needs: open, standards-based autonomy operators can trust.” – Andy Tiller, EVP Member Products, TM Forum

Join Mavenir at DTW Ignite 2026, 23–25 June – booth #334 (#DTWIgnite2026):   
At DTW Ignite, Mavenir will be showcasing how AI-by-design software delivers tangible network outcomes: unleashing 5G Core network innovation, unlocking new service revenues on the one hand and radically improving operational efficiency on the other. Book a Demo meeting here. 

About Mavenir 

Mavenir is enabling intelligent, automated, programmable networks through the development of telco-first, cloud-native, AI-by-design software solutions for mobile operators. The company’s deep telco domain expertise has been proven through deployments with 300+ operators globally in over 120 countries, which together serve more than 50% of the world’s subscribers. Mavenir combines its deep telco experience with the cloud and IT expertise and data science skillsets essential to solving real customer challenges. Its proven software solutions are AI by design, delivering the AI-native future and operators’ evolution to TechCos. For more information, please visit www.mavenir.com

Mavenir PR Contacts:
Emmanuela Spiteri
[email protected]

A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/5c7521b4-a0f7-4433-8413-14ff63facd48


GLOBENEWSWIRE (Distribution ID 9750302)