Zoom has come to a strategic agreement with the company dedicated to Artificial Intelligence Anthropic, which aims to incorporate Anthropic’s generative AI model into the company’s portfolio of contact center services. Additionally, Zoom has made an investment in Anthropic as part of the deal, though how much or what it will be used for is unknown.
Anthropic’s generative AI model, Claude, is considered one of ChatGPT’s main rivals, and is what its creators have called a “constitutional AI model.” This means that it uses its own AI to track values, including helpfulness, and “non-toxicity”, in order to avoid an AI that “goes crazy”. That is to say, to contribute so that the AI does not invent things or is capable of offering harmful or harmful responses.
To do this, he uses a two-step process that offers, first, an iterative self-criticism, and second, the concealment of potentially harmful answers to the questions that are asked. This process is followed by an assessment of the AI designed to train a preference model, allowing Claude to better identify harmful responses.
The purpose that Zoom seeks with this agreement is for AI to help call center workers better understand the intentions of those who contact them. The system should be able to quickly display useful information to them, and offer information that can be used to help train call center employees. One function that Zoom already has planned that will come thanks to this agreement is to use AI to offer these workers resources based on the requests of their callers.
For the Zoom Product Manager Smita Hashim, AI is a fundamental part of the company’s strategy to create more useful interactions between call center staff and customers. As he states in the announcement of the agreement, «With Claude guiding agents to trusted resolutions, and driving self-service for end users, businesses will be able to take customer relationships to another level. Partnering with Anthropic further extends our commitment to offer customers our federated approach to AI, optimized to deliver great customer experience results.«.
Zoom’s own AI models are another leg of that federated approach, which the company says gives users different options for different applications. In addition, the new Contact Center AI feature can incorporate customer AI models, offering an additional layer of flexibility.
