Zoom Revamps Its Conversational Analytics Platform with Generative AI

The vendor has partnered with OpenAI and Anthropic to evolve its Zoom IQ for Sales solution into a “smart companion”

Zoom Transforms Its Conversational Analytics Platform with Generative AI
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Published: May 17, 2023

Charlie Mitchell

Zoom has revamped its Zoom IQ for Sales platform with the help of generative AI.

The transformation will see the solution turn into a “smart companion”, further empowering users and encouraging collaboration.

Currently, the solution draws insights from customer interactions to improve the performance of sales personnel.

There are also additional capabilities that bookmark meeting information, take snapshots of conversation highlights, and strip away action items.

All these features will stay put. But, as Smita Hashim, Chief Product Officer at Zoom, noted in a blog post: “That was just the beginning.”

Now, Zoom IQ will sit on the desktops of its users, “summarizing chat threads, organizing ideas, drafting content for chats, emails, and whiteboard sessions, creating meeting agendas, and more,” writes Hashim.

In doing so, Zoom IQ seemingly steps outside of its sales team’s remit, streamlining the workflows of various users across Zoom’s offerings.

Hashim gives many examples of this. For instance, perhaps an employee joins a meeting late, they can ask Zoom IQ: what did I miss? The solution will then bring them up to speed.

During that session, users may also build whiteboards using text prompts alone.

Then, when the meeting comes to a close, users can ask Zoom IQ to produce a summary and send that to various colleagues on Zoom Team Chat who may find it helpful.

Other examples include using the smart companion to assist in drafting responses via chat, auto-generating meeting agendas, and summarizing long text-based conversations.

A Product of Partnerships with OpenAI and Anthropic

The announcement of Zoom IQ 2.0 exemplifies how Zoom plans to augment its existing proprietary AI models with those from other AI leaders.

Indeed, this innovation leverages the capabilities of OpenAI and Anthropic – alongside Zoom’s NLP – to meet a more diverse set of needs across its customer base.

The video communications pioneer will also work with Anthropic to develop new agent-assist models for the Zoom Contact Center.

According to a press release, these solutions will deliver timely, relevant insights to contact center agents interacting with customers.

Yet, the partnership is unlikely to stop there, with Zoom Ventures announcing an investment in Anthropic to further strengthen the relationship.

Looking ahead, Dario Amodei, CEO and Co-Founder of Anthropic, stated:

Partnering with a leading collaboration platform like Zoom allows us to put robust, steerable AI into the hands of more people and unlock its potential to help streamline everyday processes.

However, no matter who Zoom works with to develop new AI innovations, the vendor has committed to ensuring its AI models remain customizable. As such, users can tune them on business-specific vocabulary and scenarios.

By doing so, users can enhance the performance of Zoom IQ – alongside future AI innovations – to save employees additional time and energy.

For more on Zoom IQ, check out our 2022 interview with Josh Dulberger, Head of Product, Data, and AI, at Zoom.



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