AI chatbots are taking over different platforms and shaping how people could interact with a service. Each platform wants to have a dedicated AI chatbot, but Zoom is forming a collaboration with Anthropic to use its AI chatbot, Claude.
Zoom adds Anthropic’s Claude chatbot to its platform for customer support
Claude chatbot launched in March to be a rival to ChatGPT. The parent company Anthropic is also founded by former OpenAI employees. In February, Google invested $300 million in Anthropic, allowing Claude to use its cloud computing services.
Smita Hashim, chief product officer at Zoom, says Claude can guide support agents toward trustworthy resolutions and empower self-service for end-users. Additionally, this chatbot aims to help agents “accurately understand customer intent.” Zoom also wants to use AI to provide the right resources to agents.
Dario Amodei, CEO and co-founder of Anthropic, also added, “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.”
Zoom’s Contact Center will be the first division to get Anthropic’s Claude chatbot. However, it remains to be seen how Claude would integrate into other divisions, including Team Chat, Meetings, Phone, Whiteboard, and Zoom IQ.
The launch of an AI chatbot in Zoom comes after the company announced plans to lay off 1,300 employees, which equals 15% of its workforce.