AI virtual agents are no longer judged by how many calls they deflect. Today's AI virtual agents can leverage large language models, retrieval-augmented generation, and real-time integrations with CRM, order management and knowledge base systems to understand intent, pull relevant context and act on it. Frequently Asked QuestionsWhat is the difference between AI deflection and AI resolution? The bottom line: leading contact centers in 2026 are treating their AI virtual agents as a resolution engine first and a cost lever second. To explore how AI virtual agents are reshaping contact center operations, read the full guide on the Zoom blog.