Zoom has announced a new partnership with Anthropic to use its Claude chatbot on the platform, starting with the Zoom Contact Center. This comes after a partnership with OpenAI that the company announced in March. Smita Hashim, Zoom’s chief product officer, says that the generative AI landscape is shifting so quickly that the company decided to take an open approach where they could plug in different models as the industry rapidly changes. The Anthropic partnership is part of that, starting with a focus in the contact center. It will be essential to provide more accurate answers to customers, while limiting hallucinations where the models make up answers when they don’t know the correct response. Zoom intends to keep working with the Anthropic model, and as they learn more about how it works, eventually use it in other Zoom products. While there is no set date to bring any of the Anthropic-based functionality to market yet, the company will continue to work on it. Zoom Ventures, invested an undisclosed amount in Anthropic under the terms of the partnership, presumably to have some skin in the game and invest in the technology they intend to be using in the future.
