US-based communications platform Zoom has unveiled Agent Architect and Agent Performance Suite for Zoom Virtual Agent ahead of Customer Contact Week 2026, expanding its customer experience portfolio with tools designed to build, measure and optimise AI-powered customer service operations, according to CX Today.

Agent Architect allows teams to create production-ready voice and digital AI agents from a prompt, designed to accelerate the path from design to deployment for automated customer service use cases. Agent Performance Suite takes the next step by enabling teams to evaluate and improve those AI agents after launch, reflecting a more mature phase of the CX AI market where buyers require evidence that automation is delivering results rather than simply confirmation it is live.

Agent Performance Suite includes dashboards tracking metrics such as resolution rates, containment and cost per resolution, giving customer experience teams a practical view of whether AI is reducing effort and improving service outcomes. Zoom also introduced Quality Management for Zoom Virtual Agent, applying a common quality framework across both AI and human interactions to help teams identify where automation performs well and where live agents continue to add the most value.

An enhanced customer context capability stores memory across interactions, allowing context to move with the customer between virtual and live agents. The feature is designed to reduce repetition and support smoother handoffs, addressing one of the most persistent failures in modern customer service where customers are forced to restate issues as they move across channels.

Chris Morrissey, General Manager of Zoom CX, said: "AI has significantly accelerated the CX landscape, and organizations not focused on outcomes fall behind. It's no longer just about deploying it to drive efficiency, but about having the context to drive personalization at scale."

Morrissey added: "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."

Zoom also introduced an optional outcome-based pricing model aligning costs to successfully resolved or routed interactions across chat and voice, alongside multi-location deployment enabling organisations to build a single experience and roll it out across multiple sites while preserving local greetings and phone numbers.

For the full details of Zoom's CX AI portfolio expansion, read the CX Today report in the full coverage.