Meet ZAgent: Transforming Live Support with Zero Friction
4 Min Read
April 9th, 2025
Most organizations already use Microsoft Teams as a hub for collaboration—but what if it could also double as your live agent solution?
That’s exactly the vision behind ZAgent, Zammo’s seamless live agent capabilities via Microsoft Teams. By meeting customers where they already work, Zammo is transforming what’s possible in support and service delivery.
Zammo is a powerful SaaS AI platform that enables businesses to engage and transact with customers through cutting-edge generative AI technology. What sets Zammo apart is its commitment to security and control—your solution and data stay entirely within your Azure tenant.
While chatbots can handle many customer interactions, sometimes human intervention is essential. ZAgent solves this by turning Microsoft Teams into a fully functional live agent platform—using a tool you already rely on, with no additional costs or licensing requirements. It’s a game-changing way to elevate customer support without added complexity.
Why Bring Live Agent Capabilities to Microsoft Teams?
While Teams is ubiquitous in enterprise environments, it’s not traditionally built as a live agent tool. Zammo saw this as an opportunity.
“We kept hearing from customers that they needed an easy way to talk to a real person and transfer to a live agent,” said James Mann, Senior .NET Developer at Zammo. “There were not a lot of places where that was accessible, or teams could not afford it.”
Rather than requiring customers to understand, deploy, and manage another tool, Zammo made the strategic decision to leverage Microsoft 365 and Teams – tools customers already use daily.
“Most orgs already use Office and Teams—Zammo wanted to meet them where they’re already working,” Mann added.
The result? A lightweight, efficient, and intuitive live agent experience built directly into Teams.
Exclusive, One-Click Simplicity
What sets ZAgent apart is the exclusive ease of deployment. There’s no custom development, no complex integration, and no IT burden.
“It’s one-click deployment. Easiest thing customers will see,” Mann emphasized. “In Zammo, you simply just enable it and deploy the Teams environment.”
Unlike other solutions that require separate setup or additional subscriptions, ZAgent is fully plug-and-play —no extra licenses, no hassle.
What Can Teams Live Agent Do Today?
ZAgent currently supports a streamlined, single queue model, giving agents visibility into all incoming support requests in one place.
Key features include:
Automatic replies to answer common questions in real time
Agent handoff when escalation is needed
Lightweight and efficient by design — ideal for smaller teams or lean operations
And there’s more on the way.
“We’re working on more advanced features like dynamic queues and intelligent routing,” Mann shared. “For example, you might have one queue for sales and another for cancellations—and you want to handle those differently. We’re adding intelligence to make that process smoother and more efficient for teams.”
He added, “At the same time, we want to give organizations more flexibility and control—without making it harder to use.”
Best of all, future enhancements come automatically.
“As soon as customers get the Zammo update in their tenant, they will get the new ZAgent features right away.”
Customer Use Cases: Real Results with ZAgent
Matthew Calabresi, a Customer Success Manager at Zammo, shared that many customers are using ZAgent to reduce operational strain—especially in public sector and high-volume environments.
“The reason why we pitch Zammo to customers is because we’re trying to lighten the load and help them gain efficiency,” he explained. “Municipalities, educational institutions and many enterprises like airports don’t always have a dedicated call center team—so they’re trying to create an experience with limited resources.”
ZAgent enables these organizations to deliver a human-like support experience, using tools they already have.
Ryan Doll, a Project Manager at Zammo, highlighted a university customer that is live with ZAgent. “If you ask their bot a question and select ‘No’ when asked if the response was helpful, you’ll be routed to a live agent in Teams.” Doll explained. “After the chat ends, the conversation transcript is sent to their backend system to create a ticket.”
“If a user wanted to escalate to a person, they get transferred. They opted for Teams Live Agent—they’re comfortable on Teams, and it’s easy for them to utilize.”
Calabresi added, “It’s appealing to customers because it’s in the Microsoft house. Taking something their agents are familiar with and being able to drop that in lowers the barrier to entry.”
That success is encouraging other campuses to follow suit.
“This campus going live helps other universities feel more confident adopting it,” Doll added. “Customers are excited to incorporate this into their use cases and bot.”
Why ZAgent? Why Now?
ZAgent’s integration with Microsoft Teams delivers what many other live chat or support solutions can’t: ease of use, built-in flexibility, and no surprise costs.
“Other live agent systems may need subscriptions for usage—compared to ZAgent, which you get out of the box with your Zammo subscription,” Doll shared.
Try ZAgent
Whether you’re a city, educational institution, airport, or enterprise IT team, ZAgent is designed to scale with your needs—and it’s only one click away.
Ready to experience the future of communication?
Click here to see Zammo in action.
Eager to learn more? Check out our videos showcasing AI innovation across all industries with various use cases.