Zoom Brings Anthropic’s AI Chatbots to Video and Collaboration Products

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Mark Haranas

Sumita Hashim, chief product officer at Zoom, said, “By guiding agents toward trusted solutions and empowering self-service for end-users, Claude enables businesses to take customer relationships to new levels. We can do it,” he said.

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Zoom is bringing more artificial intelligence across its platform through a new partnership and funding investment with AI startup Anthropic. The partnership comes just months after Zoom partnered with ChatGPT developer Microsoft-backed OpenAI.

New partnership enhances Zoom’s AI capabilities by allowing Anthropic’s AI assistant, Claude, to be integrated into Zoom’s platform, including team chats, meetings, phone calls, whiteboards, Zoom IQ and contact center It is intended to

“By guiding agents toward trusted solutions and empowering end-user self-service, Claude is helping businesses take their customer relationships to new levels,” Sumita Hashim, Zoom’s chief product officer, said in a statement. We can lift it,” he said.

[Related: Zoom’s Most Highly Compensated Executives In Fiscal 2023]

Claude is a large-scale language model (LLM) similar to OpenAI’s ChatGPT that can instantly answer employee and customer questions.

The San Jose, Calif.-based videoconferencing and collaboration star also revealed that the company’s venture capital arm, Zoom Ventures, has invested an undisclosed amount in Anthropic. This investment is intended to help advance research and development (R&D) to create reliable and responsible AI systems at scale.

The AI ​​news comes on the heels of massive job cuts by video conferencing companies.

Zoom announced in February that it would lay off 1,300 employees, about 15% of its total workforce. All organizations across Zoom have been affected by job cuts.

zoom and anthropology

The first integration will bring Anthropic’s AI technology to Zoom’s contact center portfolio, which includes Zoom Virtual Agent, Zoom Contact Center and Zoom Workforce Management. The goal is to improve end-user outcomes and deliver a great agent experience.

“Anthropic’s Constitutional AI model is poised to provide secure and responsible integration into our next-generation innovations, including the Zoom contact center portfolio,” said Zoom’s Hashim.

Zoom said the integration will allow it to customize AI models based on a client’s specific business needs to improve client performance.

“Partnering with Anthropic also strengthens our commitment to providing our customers with a federated approach to AI, optimized to deliver superior customer experience outcomes,” Hasim said. said.

Zoom and OpenAI

In March, Zoom partnered with OpenAI to add AI-driven capabilities to its platform.

Zoom and OpenAI are working on new features for Zoom IQ, the company’s AI assistant that can summarize chat threads, create content, create meeting agendas, and more.

The partnership will allow Zoom to use AI generation as a powerhouse to boost the productivity of their customers’ businesses.

“We take a federated approach to AI, leveraging proprietary AI models from leading AI companies such as OpenAI and Anthropic, and for customers to choose their own models,” Hashim blogged. said in the post. “These models are also customizable, so they can be tailored to specific company vocabularies and scenarios to improve performance.”

    Learn about Mark Haranas

Mark Haranas

Mark Haranas is an assistant news editor and longtime journalist, currently at CRN covering Cloud, Multicloud, Software, SaaS, and Channel Partners. He manages several CRN reporters, talking to world-renowned CEOs and his IT experts, covering breaking news and live his events. You can contact him at his mharanas@thechannelcompany.com.

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