Zoom, Anthropic Partnership To Bolster Federated Approach to AI

KUALA LUMPUR, May 17 (Bernama) -- Zoom Video Communications Inc announced a strategic partnership with and investment in Anthropic, an artificial intelligence (AI) safety and research company working to build reliable, interpretable and steerable AI systems.

The collaboration with Anthropic will further bolster Zoom’s federated approach to AI by allowing Anthropic’s AI assistant, Claude, to be integrated with Zoom’s platform (which includes Team Chat, Meetings, Phone, Whiteboard, Zoom IQ), starting with Zoom Contact Center.

“Partnering with Anthropic also furthers our commitment to providing customers with our federated approach to AI, optimised to deliver outstanding customer experience outcomes.

“Additionally, with our investment, we are advancing leading-edge companies like Anthropic and helping to drive innovation in the Zoom ecosystem and beyond,” said Zoom chief product officer, Smita Hashim in a statement.

Meanwhile, Anthropic chief executive officer and co-founder, Dario Amodei said: “Partnering with a leading collaboration platform like Zoom allows us to put robust, steerable AI into the hands of more people and unlock its potential to help streamline everyday processes.”

As the next step in evolving the Zoom Contact Center portfolio, (Zoom Virtual Agent, Zoom Contact Center, Zoom Workforce Management), Zoom plans to incorporate Anthropic AI throughout its suite, improving end-user outcomes and enabling superior agent experiences.

The Zoom Contact Center suite of solutions elevates the quality of customer experiences through better self-service and the ability to accurately understand customer intent.

It intelligently guides customers to the best resolution, surfaces actionable insights that managers can use to coach their agents, and improves productivity by providing a unified communications and contact centre experience.

In the near future, Zoom will also use AI to provide the right resources to agents, so customers receive exceptional service experiences regardless of their reason for calling.

Also announced, Zoom Ventures has made an investment in Anthropic, strengthening the relationship between both companies, with Anthropic’s research and development aims to create steerable, trustworthy and responsible large-scale AI systems.

-- BERNAMA