Zoom Announces AI Call Center Partnership With Anthropic

(CTN News) – As part of its strategic partnership with Anthropic, Zoom has entered into a partnership that will involve the latter company integrating its generative AI model into Zoom’s Contact Center solutions.

As Zoom announced on Tuesday, it had also invested in Anthroom, the AI division of Google’s parent company, Alphabet, which has been described as one of ChatGPT’s main competitors due to its flagship AI, which is referred to as Claude.

According to Anthropic, Claude is considered to be a “constitutional AI” model, which means that it uses its own artificial intelligence in order to track values such as “nontoxicity” and “helpfulness” as a way to prevent AI hallucination — the tendency for generative AI to sometimes make things up — and the use of AI to commit harmful acts.

Claude is trained to identify better and less harmful responses to queries by using a two-step process consisting of, first, an iterative self-critique and tamping down of potentially harmful responses, followed by an AI evaluation designed to train a preference model related to the response so that it can identify better and less harmful responses.

Basically, the idea behind Zoom’s announcement is to let AI assist call center workers in understanding a caller’s intent by allowing them to tap into the caller’s feelings.

There should be an ability for the system to provide useful information to call center workers quickly, as well as insights that can be used to assist with training these workers.

It is also planned that a feature will use AI to offer resources to these workers based on the requests made by callers.

According to Smita Hashim, Zoom’s chief product officer, the AI is a key part of the company’s strategy for creating more helpful interactions between its customer service representatives and its call center staff.

By having Claude as a guide, companies will be able to guide agents toward trustworthy resolutions, and by enabling end-users to self-service, they will be able to take consumer relationships to another level,” she said in an announcement released by the company.

As a result of our partnership with Anthropic, we are also able to provide our customers with a federated approach to artificial intelligence that is optimized to deliver outstanding customer outcomes.”

A part of Zoom’s federated approach is its in-house AI models, which it says provide users with different options depending on their application, making the company’s federated approach a valuable feature.

In addition, the new AI functionality for Contact Centers can accommodate AI models that are created by customers themselves, providing an additional layer of flexibility.

As a result of Anthropic’s effort, the company has also made inroads with other AI partners, most notably DuckDuckGo, a privacy-focused search engine.

DuckDuckGo announced in March that it would be integrating Claude into its DuckAssist feature, which is also based on OpenAI’s Davinci model, which is also used by DuckDuckGo.

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