Zoom Communications, whose video conferencing solution became a household name during the Covid era, is now looking set to carve out a niche in the customer experience industry with a virtual agent. When someone calls your business, the agent — not a human — answers the phone. The reason Zoom’s AI agent alarms the BPO industry is simple: it targets the very customers BPOs are counting on in the future — small and mid-sized businesses. “Small businesses and clinics can now offer professional call handling and it was previously only available to large corporations,” said Fergal Glynn, AI Security Advocate at Mindgard. In addition, Zoom is weaving OpenAI’s GPT-5 into its AI stack, boosting the Virtual Agent’s conversational skills.