Zoom has announced its decision to double down on its AI-first vision across communications.
The communications platform disclosed its Q3 earnings on Monday, highlighting a strong growth from its customer experience portfolio.
Zoom has also revealed its plans to grow product revenue further by enhancing its existing products with additional AI capabilities to drive AI-first customer experiences.
During the earnings call, Zoom announced that the platform would be evolving from its traditional customer experience platform to an AI-focused one, aiming to drive productivity and relationships.
Eric Yuan, CEO and Founder of Zoom, revealed that after its strong quarterly results, Zoom would be able to move forward with this vision.
He said: “This performance reflects the durability of our business driven by the growing value we are delivering for customers as we evolve from a communications leader to an AI-first platform for work and customer experience.
“Our vision is to be the AI-first work platform for human connection.”
Zoom expects to accomplish this transformation by following its three strategic priorities: enhancing its existing products with AI, driving growth in AI products, and scaling AI-first customer experiences.
Enhancing Existing Products
During Zoomtopia 2025, the communications platform unveiled AI Companion 3.0, an updated version of AI Companion that utilizes agentic AI not only to respond, but also to act, advising on tasks such as meeting preparations, freeing up time, and call follow-ups.
Zoom has embedded various AI capabilities and tools, including AI Companion, across its platform foundation, including:
- Zoom Meetings: Zoom’s AI Companion, a proactive AI assistant tool, offers meeting summaries, follow-ups for next steps, and drives work forward.
- Team Chat: Rising by 20% in active monthly users year over year, AI Companion supports the messaging product by providing customers with chat summaries, composition tools, and simplified search options for higher productivity.
- Zoom Phone: This tool now offers Voice Intelligence for call transcription, summaries, noise cancellation, call routing, and analytics and insights for customer data collection, with over 10 million users now paying for Zoom Phone as of early Q3.
- Zoom Contact Center: Working as Zoom’s cloud-based contact center solution, this platform has adopted AI tools such as Virtual Agent, an agentic AI chatbot offering complex tasks and responses for customers, and AI Expert Assist, allowing agents to utilize AI support in real-time with summaries and translations and offer possible agent responses during customer interactions.
In fact, AI Companion usage has grown four times year-on-year, revealing that these AI features are seeing value from user activity, resulting in rapid adoption.
By adding AI to these already-established products, customers are more likely to accept these capabilities once they’ve been integrated into the software.
Driving Growth in AI Products
By moving beyond its core communication tools and investing in greater agentic abilities, Zoom offers its customers further access to its AI tools to personalize them to their needs.
This allows Zoom the chance to drive AI product revenue with product monetization, generating financial growth rather than just adding tools to products.
In fact, 90% of Zoom’s top CX deals involve paid AI features to contribute to product revenue, offering both subscription and consumption models to suit the customer.
This includes the development of AI tools such as Custom AI Companion, a paid version of the standard AI Companion model targeted towards enterprise-tier customers, allowing businesses to customize the tool to meet specific demands and policies.
This also includes similar products such as Virtual Agent and AI Expert Assist, as well as Zoom’s recent acquisition of BrightHire.
Scaling AI-First Customer Experiences
Through utilizing tools such as Virtual Agent and AI Expert Assist, Zoom is using AI to transform interactions between customers and enterprises by expanding these products across the platform for automated workflows.
These tools will involve automating routine requests and advise agents during workflow automation, voice, chat, and video calls for faster results.
Zoom has also implemented a feature that allows enterprises to install either Zoom’s or a third-party’s AI tool, encouraging them to become familiar with AI usage while tailoring it to their needs.
This strategy will also involve Zoom working with its largest customers to move AI agents into deployment; however, this may prove difficult.
During the earnings call, Zoom noted that despite this upsurge in AI tool adoption, its net dollar expansion rate stayed at 98%, 2% lower than expected, likely suggesting that large customers had not been spending as much as hoped on Zoom’s products, with renewals on larger accounts proving difficult to resume.
Zoom Key Earnings Results
Zoom’s earnings results showed some strong areas of performance across enterprise and cashflow revenue results
- Zoom’s total revenue reached $1.23BN, up 4.4% year-on-year
- Its enterprise revenue grew 6.1%, totalling 60% of Zoom’s total revenue
- Average monthly churn increased by 2.7%, similar to Q3 2024
- Its operating cash flow increased to $629MN, up 30% year-on-year
