Zoom has expanded its agentic AI platform with new workflow orchestration capabilities in Zoom Workplace, Phone and CX. These updates enable businesses to automate tasks, enable cross-system workflows, and turn meetings, calls, and customer interactions into business results.
Zoom’s agentic AI platform integrates workflow automation directly into meetings, calls, chats, and contact center interactions, so conversations can automatically trigger actions across enterprise systems.
Among the improvements announced today are custom, pre-configured AI agents with no programming required; new third-party integrations, such as 10 secure enterprise search connectors; AI-based content applications, such as Zoom AI Docs, AI Sheets, and AI Slides; live voice translation in Zoom Meetings; Zoom Phone Mobile; an SMS feature for Zoom Virtual Agent’s AI receptionist; AI Expert Assist 3.0 for Zoom Contact Center; creation of workflows in natural language; and improvements in meeting security.
More capabilities in AI Companion and Workplace
Zoom AI Companion 3.0 has reached Zoom Workplace, Business Services y Workvivo to accelerate workflows that transform conversations into concrete actions thanks to its AI architecture. Previously only available in a web browser, it now leverages Zoom’s expanded federated AI platform to connect conversations, business data, and applications.
Additionally, Zoom has introduced new capabilities for custom AI Companion, with which businesses can create custom AI agents, streamlining activities including retrieving information, automating tasks, and coordinating workflows across third-party systems such as Salesforce, Slack, and ServiceNow.
New custom AI Companion capabilities also include connecting to more business data, thanks to new third-party integrations for personal workflows. Also the agent generator, with a dozen new connectors for intelligent information retrieval.
This allows users to combine and synthesize business data from different applications to obtain actionable insights and personalized recommendations from multiple sources. These capabilities integrate with platforms such as Salesforce, ServiceNow, Box, Google Drive, and OneDrive. AI Companion also learns from the user’s context, such as their role, preferences or areas of interest, to offer personalized recommendations and information.
The company has also announced Zoom AI Services, an enterprise-grade AI API suite for speech, language, reasoning, and more. These services allow developers to leverage the same transcription, translation, summarization, deep reasoning, and image processing technologies that power Zoom’s own products.
New features and user experience updates to Zoom Workplace include a cleaner, more consistent interface across desktop, mobile, and web. AI Companion will have its own tab, offering a centralized, conversational work surface for real-time queries, writing, and workflow automation. Also a new team facilitator that works in Zoom Rooms, Meetings and Chat.
There will be AI-first chat, with personalized agents available to use in chat, topical summaries, and prioritization to highlight what is most important to the user. As for the real-time voice translator, it allows meeting participants to speak in their language while others listen to the translation in their preferred language. Initially it will be available for five languages, which will be expanded soon.
a new advanced meeting security technology will detect deepfake risks thanks to its ability to intelligently identify synthetic audio or video, which will offer real-time alerts.
News in Zoom Phone, CX and Revenue Accelerator
Regarding the news of Zoom Phone, agent workflows allow you to perform tasks automaticallysuch as writing emails or sending summaries. The new SMS features will allow the virtual receptionist to manage customer interactions via text messages, answer questions, collect information, help schedule flows and refer to a human when necessary.
Zoom Phone Mobile also offers a new mobile experience that allows you to make business calls from the native dialer, while retaining AI calling features. PowerPack, now known as Customer Engagement Pack, now offers expanded analytics and AI-based insights to help customer service teams stay responsive and prioritize higher-value calls.
It also improves visibility into queues and track call and SMS performance. Thus, Zoom Phone now offers intelligent call summaries, automated follow-ups and real-time information on all devices.
Zoom CX and Revenue Acceleratior will feature more automation for contact centers and revenue workflows, including Zoom Virtual Agent 3.0. AI Expert Assist 3.0 is a real-time agentic AI layer for the contact center that acts as an active collaborator. Its mission is to provide agents and supervisors with contextual guidance, intelligent orchestration and automated task execution for faster resolutions and measurable operational efficiency.
CX Insights enables you to ask natural language questions about customer experience, workforce, and automation performance to gain clear, informed insights by analyzing interaction transcripts, operational signals, and CX metrics in a shared context.
Customer Workflow Orchestation makes it easy to design and automate customer journeys across systems, channels, and teams, creating natural language workflows triggered by contact center events or signals from enterprise systems, such as CRM or ERP.
Advanced Quality Management for Zoom Virtual Agent gives customer experience managers more visibility into automated interactions, performance trends, and resolution results across both human and virtual agents.
En Zoom Revenue Accelerator, AI Sales Assist offers real-time coaching during sales conversations; with tips, competitive insights, and next best actions to take directly within the call flow. Finally, the Ask ZRA option introduces conversational intelligence for revenue managers, and enables natural language analysis of calls and deals.
