AI virtual agent native to Zoom Contact Center and Zoom Phone, also usable with Genesys Cloud or Amazon Connect, answering only from customer-approved sources.
Task classification by ETHORITY. Check the product’s documented scope against your task.
Limitations
Max 100 knowledge bases per account, 5,000 articles per KB, 50,000 characters per article (tables removed); Web Sync up to 250 sitemap URLs; outbound calling voice-only; not available to Zoom for Government (FedRAMP); AI-processed data 'can't be localized to specific regions'; KB content not translated across languages
Multi-language bot limits from https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0076995.
Fit and decision conditions
Prerequisites
Basic, Pro, Business, Education or Enterprise Zoom account; Zoom Virtual Agent licence; owner/admin privileges or role; many features require activation by Zoom account team; AI Studio role access; voice agents run through Zoom Contact Center/Zoom Phone
Additional prerequisites from https://library.zoom.com/business-services/zoom-virtual-agent/zoom-virtual-agent-explainer.
Access and price
How it is billed
Licence-based ('Zoom Virtual Agent license'); Virtual Agent Receptionist plan includes 100 voice minutes with 'Flexible Licensing & Add-On Minutes'; contact-centre Virtual Agent plan via sales
'Zoom does not use any of your audio, video, chat, screen sharing, attachments' (etc.) to train Zoom's or third-party AI models; repeated in ZVA explainer https://library.zoom.com/business-services/zoom-virtual-agent/zoom-virtual-agent-explainer.
Certificates and audit reports
Zoom (company/platform-level) lists ISO 27001, ISO 27017/27018, ISO 27701, SOC 2 Type 2 (incl. SOC 2 + HITRUST), CSA STAR Level 2, BSI C5, UK Cyber Essentials Plus, iRAP, ENS, gpaNRW, ISMAP, HDS, TX-RAMP, FISC; PCI DSS for Zoom Phone/Contact Center via PCIpal; FedRAMP Moderate for Zoom for Government
Product scope for Zoom Virtual Agent not stated; auditors not named; ZVA is not available on Zoom for Government (so FedRAMP does not cover it). SOC 2, C5, CSA STAR are attestations/assessments, not ISO certificates. HIPAA not a certification. Not verified in issuer registries.
Additional data conditions
Subprocessors and underlying models
AI sub-processors (Intelligent Features, if AI enabled): Anthropic (US), OpenAI (US, EU), Perplexity (US), Google Cloud (US, EU, others); speech: Microsoft Azure Speech, ElevenLabs, Sumit-AI; hosting: AWS, Oracle; Twilio; ZVA uses Zoom-hosted and third-party certified models selectable by admin
Sub-processor page is Zoom-wide and does not name Virtual Agent specifically. Model selection detail from https://library.zoom.com/business-services/zoom-virtual-agent/zoom-virtual-agent-explainer.
Retention and deletion
Configurable auto-deletion of message/file data (1–30 days or 1–12 months); soft-deleted data retrievable up to 30 days before permanent deletion
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
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