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Zoom, the leading video conferencing platform, has announced a strategic partnership and investment in Anthropic, an AI safety and research company. The collaboration aims to integrate Anthropic's AI assistant, Claude, into Zoom's platform, starting with the Zoom Contact Center. This move will strengthen Zoom's federated approach to AI, allowing for reliable, interpretable, and steerable AI systems.
Anthropic's Constitutional AI model is designed for safe and responsible integrations. Claude will guide agents to trustworthy resolutions and empower self-service for end-users, elevating customer relationships. The partnership aligns with Zoom's commitment to providing a federated approach to AI, optimizing customer experience outcomes and supporting innovation in the Zoom ecosystem.
Dario Amodei, CEO and co-founder of Anthropic, emphasized the potential of the partnership to bring robust, steerable AI to more people and streamline everyday processes. Zoom's federated approach combines its proprietary AI models, AI models from leading companies like Anthropic, and select customer models to provide the most value to its diverse customer base.
Zoom plans to incorporate Anthropic AI across its Contact Center portfolio, including Zoom Virtual Agent, Zoom Contact Center, and Zoom Workforce Management. The suite aims to elevate customer experiences through better self-service, accurate understanding of customer intent, and intelligent guidance. Additionally, Zoom will use AI to provide the right resources to agents, ensuring exceptional service experiences for customers.
Zoom Ventures' investment in Anthropic further solidifies the relationship between the two companies, though the exact amount of the investment remains undisclosed. Source