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