Zoom has revealed a slew of fresh agentic AI capabilities for its AI Companion.
Announced during Enterprise Connect, the revamped Companion promises to deliver AI skills and agents across the entire Zoom platform.
The 45 fresh innovations include fresh AI agents, as well as AI improvements for Zoom Contact Center, Zoom Phone, Zoom Workplace, and more.
With this release, the vendor is aiming to help users “get more done,” enhance productivity, and bolster work relationships.
In discussing the news, Smita Hashim, Zoom’s Chief Product Officer, explained how the enhancements were enabling the AI Companion to evolve from a “personal assistant to being truly agentic.
We’re delivering value for our customers through AI agents and agentic skills that solve real customer problems, helping them connect, collaborate, and get more done, all within the Zoom platform our users trust and love.
So, let’s take a closer look at some of the key features of Zoom’s accelerated agentic arsenal.
A Truly Agentic Platform
Among the new releases and enhancements are a number of specialized AI agents that support Zoom Business Services.
For customer self-service, the Zoom Virtual Agent now incorporates memory and reasoning skills to deliver more empathetic, context-aware conversations and resolve complex issues from start to finish.
Zoom Revenue Accelerator will also soon integrate a dedicated sales agent, designed to boost revenue by improving efficiency and enhancing prospecting efforts.
Additionally, there are future plans to equip users with the ability to incorporate third-party agents – such as ServiceNow’s Now Assist – or develop their own custom agents tailored to specific tasks, like streamlining sales RFPs or managing IT and HR service requests.
Zoom details how the AI Companion will be able to “intelligently” determine when to engage with these third-party or custom agents to ensure tasks are completed efficiently.
Zoom Contact Center
When it comes to Zoom’s contact center offering, the company is promising a suite of AI-driven tools designed to improve customer experience, support agents, and streamline self-service – all while preserving meaningful human interactions.
Key updates include:
Agentic AI skills in Zoom Virtual Agent
These new generative AI (GenAI) capabilities will handle more complex customer queries using natural language and can complete tasks on behalf of users.
Zoom Virtual Agent will be available across voice and chat channels, with a qualified customer beta expected later this spring.
AI-Intent Routing
Launching by the end of March, this feature will intelligently direct customers to the most appropriate agent based on real-time intent detection, improving resolution speed and service quality.
Advanced Quality Management
Set to be rolled out in May, this feature includes:
- Auto Quality Management: Leverages AI to automatically score up to 100 percent of customer interactions.
- Ask Quality Management: A conversational interface that enables supervisors to query transcripts directly and uncover valuable insights.
The Best of the Rest
Away from new agents and contact center enhancements, the vendor also outlined several other CX-related features as part of its agentic rollout:
Live Notes for Meetings and Phone (launching in May): Provides real-time summaries during meetings and calls to help users stay aligned with the agenda, track live updates, and catch up quickly if joining late.
AI Companion for Zoom Phone: Generates voicemail summaries, integrates with Zoom for Microsoft Teams, creates AI-generated call summaries, and extracts key tasks from voicemails.
New Voice Recorder in Zoom Workplace mobile app (expected late March): Captures in-person conversations with high-quality recordings, automatically transcribes and summarizes content, and highlights action items using AI Companion.
AI Companion for Workspace Reservation (launching in May): Helps users plan in-office days by showing when teammates will be onsite, recommending optimal office days based on meetings and schedules, and proactively booking desks or Zoom Rooms.
Industry-Specific Workplace Solutions: These purpose-built AI Companion features include tools for Frontline staff, Clinicians, and the Education sector.
You can find out more about the UC-related innovations from the release, by visiting our sister site.
More News from Zoom
Announced last week, Zoom is launching a new integration between its Contact Center as a Service (CCaaS) platform and Microsoft Teams.
This integration enables service agents using Zoom Contact Center to transfer calls directly to back-office staff on Teams, and vice versa.
The bidirectional functionality ensures that back-office employees can easily route calls back to the original agent if needed.
Elsewhere, earlier this month, Zoom and Zoho hinted at the upcoming launch of small language models (SLMs), designed to handle specific tasks while requiring fewer resources than traditional LLMs.
Zoho is actively developing its own SLMs, which it plans to integrate across its tech stack to support targeted, task-focused use cases.
These models are still in the research and development phase, with a projected rollout expected within the next year.
