Zoom drives connected customer relationships with new agentic AI capabilities

• Today Zoom introduced enhanced agentic AI capabilities for the Zoom Business Services portfolio that enable connected customer engagements across touchpoints
• New Zoom CX updates allow for enhanced automation and oversight to strengthen customer relationships

Organizations are increasingly looking for ways to move beyond transactional digital engagements and build stronger, more connected customer relationships across service, sales, and engagement workflows. As AI becomes more critical to enterprise operations, companies can no longer rely on tools that simply automate isolated interactions or provide standalone recommendations. Zoom describes this shift as the emerging “resolution economy,” where success is measured not by how efficiently interactions are completed, but by how efficiently customer needs are addressed.

Today, Zoom announced its expansion of agentic AI capabilities across Zoom Business Services, spanning Zoom CX and  Zoom Revenue Accelerator (ZRA) to help organizations shift from managing individual interactions to creating connected customer experiences across the Zoom platform.

Unlike traditional engagement tools, which layer automation onto existing processes, Zoom is embedding AI across its platform. New innovations such as AI Expert Assist 3.0, Customer Workflow Orchestration, and AI Sales Assist enable service, sales, and marketing teams to operate from a shared understanding of the customer and focus on delivering better outcomes rather than managing fragmented systems.

“The difference between losing a customer and earning their loyalty comes from interactions that build real relationships, and don’t just handle tasks,” said Chris Morrissey, general manager of Zoom CX. “Our focus is on helping organizations build those connected relationships that reduce effort, solve problems fully, and turn every interaction into long-term value for their customers.”

Building strong customer relationships with connected intelligence

Traditional contact centers were designed around a transaction model where performance was measured by containment rates and average handle time. The future of customer engagement is moving beyond these metrics alone toward creating more human-centered experiences to establish better relationships with customers. That means understanding customer needs more completely, anticipating follow-up actions, and preserving conversation context across channels so customers don’t have to repeat themselves as they move between touchpoints. New capabilities that support this shift include:

• Continuity with execution: Building on the introduction of Zoom Virtual Agent 3.0 (ZVA), Zoom is delivering a platform that helps ensure every customer interaction, whether human or automated, contributes to stronger customer relationships by preserving full customer history and context across channels while orchestrating actions, triggering workflows, and applying knowledge to future interactions. This continuity helps teams deliver more personalized experiences and support improvements in customer satisfaction and relationship outcomes.
  • Internal adoption of ZVA at Zoom has already shown a measurable impact, with CSAT increasing by 25 points, signaling the potential of agentic AI to improve customer experience quality at scale. (Available now.)

• From agent guidance to action: Today, Zoom also introduced AI Expert Assist 3.0, which understands and reasons across the full customer context to move beyond next best action suggestions and take action on behalf of agents via approved workflows across enterprise systems. (Expected in mid-March 2026.)
  • For example, AI Expert Assist can now:
    • Update records, trigger follow-up processes, and automatically document interaction outcomes within predetermined guardrails. 
    • Provide full tracing of AI recommendations and actions, giving visibility into how decisions were made.
  • By moving from real-time agent guidance to real-time execution, AI Expert Assist helps reduce common roadblocks to resolving customer issues, so agents can focus more on being present and solving customer needs rather than multitasking across multiple applications during a conversation.

These innovations are powered by Zoom’s Federated AI, a distributed reasoning architecture designed to support connected customer intelligence. In the Tau²-bench Evaluation testing of a forthcoming update to Zoom’s federated AI, the system’s self-improving agent achieved 92.8% first-pass accuracy on retail-domain tasks, demonstrated improved consistency across successive reasoning passes, and outperformed leading models. This reinforces Zoom’s focus on delivering reliable, high-quality customer outcomes.

Elevating automation with accountability

As organizations adopt more automation, the goal is not simply to reduce the number of customer interactions but to help ensure customers receive accurate answers, follow appropriate policies, and avoid repeating their issue across multiple conversations. New capabilities designed to support that include:

• Unified quality oversight for human and virtual agents: With Advanced Quality Management for Zoom Virtual Agent, organizations can now evaluate performance consistently across both AI-driven and human-assisted interactions. Moving beyond basic metrics like containment, Zoom Advanced Quality Management uses custom scorecards, speech and text analytics, and performance scoring to help teams gain deeper insight into interaction quality, policy adherence, and resolution effectiveness. This unified approach enables organizations to measure automation not just by deflection rates but by customer effort, repeat contacts, and overall resolution outcomes. (Expected in mid-March 2026.)
• Customer experience intelligence in natural language: CX Insights is now generally available as part of Zoom’s customer experience intelligence capabilities. The AI-enabled intelligence layer allows business and CX leaders to ask questions in natural language and explore operational and interaction data across the Zoom CX platform, including Zoom Contact Center, Workforce Management, Quality Management, AI Expert Assist, and Virtual Agent systems. By reasoning across CX signals and shared context, it helps identify patterns, uncover root causes, and recommend targeted actions that drive measurable impact inside and outside the contact center. (Available now)

Operational intelligence embedded in every interaction

Intelligence should extend beyond guidance and governance into the systems that power customer interactions. Rather than relying on manual oversight and static workflows, organizations need operational intelligence that anticipates change, adjusts in real time, and coordinates action across teams and systems. New capabilities designed to support that include:

• The new Self-Healing Intraday capability in Zoom Workforce Management automatically adjusts staffing levels for contact center teams throughout the day as demand changes, supporting service targets even during unexpected volume spikes. Working alongside AI Forecasting and AI Scheduling, the system helps organizations anticipate demand, build optimized schedules, and rebalance resources when operational conditions shift. 
  • This allows supervisors to spend less time manually managing schedules and more time focusing on service quality and customer experience outcomes. (Expected in mid-March 2026.)
• Customer Workflow Orchestration in Zoom Contact Center extends this operational intelligence by helping organizations design and automate customer journeys across systems, channels, and teams without complex scripting. Using natural language, administrators can build workflows triggered by contact center events or by signals from external tools, such as CRM or ERP systems.
  • The capability connects operations across Zoom Contact Center and Zoom Workplace applications, including Chat, Meetings, Docs, Tasks, and Scheduler, helping keep customer and employee actions aligned within a single workflow. Automated SMS and email follow-ups, along with intelligent routing of work items, help ensure the right next step happens while reducing setup complexity. (Expected in mid-March 2026.)

Operational intelligence is also delivered directly into daily Zoom Contact Center workflows through:

• Automated source of truth: For documentation and consistency, Engagement Brief generates AI-created, auditable records to help organizations maintain a reliable system of record for customer conversations without manual note-taking. (Expected in mid-March 2026.)
• Real-time translation: For global interactions, Live AI Interpreter in AI Expert Assist enables native, AI-powered speech-to-speech translation across voice and video conversations so customers and employees can communicate naturally in real time without human interpreters. (Expected in mid-March 2026.)
• More intelligent Agent Desktop: The redesigned Agent Desktop empowers service teams to handle voice engagements more effectively by unifying cross-channel engagement history and AI-generated conversation summaries into a new, streamlined workspace. An enhanced consumer history tab shows AI conversation summaries and threaded histories of past engagements across channels, giving agents quick visibility into prior interactions. (Expected in mid-March 2026.)
• Customer resolutions from anywhere: For distributed service teams, Agent Mobile for Zoom Contact Center provides end-to-end voice and video capabilities for iOS and Android smartphones, allowing agents to support customers from anywhere with full operational control. (Expected in mid-March 2026.)
• More ways to connect automation across systems: The platform is also expanding Zoom Virtual Agent native integrations, including CRM, HR, productivity, and collaboration tools, as well as outbound campaign dialing integrations with Alvaria and Contact Space. These integrations enable progressive, predictive campaigns that automatically place calls based on agent availability and real-time answer rates, driving greater productivity through intelligent, scalable dialing. (Expected in April 2026.)

Together, these capabilities enable operational data, automation, and human interactions to operate within a single, connected platform, reinforcing the shift from isolated transactions to relationship-driven engagement. 

Extending relationship intelligence into revenue

Customer relationships are built across the entire engagement lifecycle, from initial outreach and sales conversations through service and ongoing customer support. Zoom has extended its agentic AI foundation into sales workflows through Zoom Revenue Accelerator to turn live conversational signals into contextual guidance and leadership intelligence — helping sales teams run stronger conversations, qualify opportunities more effectively, and improve win rates with greater predictability.

New features include:

• Real-time contextual seller guidance: For sellers, AI Sales Assist delivers dynamic, in-the-moment guidance during live customer conversations to Zoom Phone. It analyzes the flow of the discussion to surface relevant prompts, competitive insights, and next steps, helping sellers qualify opportunities more effectively and advance deals with confidence. By guiding stronger conversations in real time, it helps reps accelerate deal velocity and shape winning outcomes before deals are at risk. (Expected in April 2026 with Zoom Meetings support coming later.)
• Conversational revenue intelligence for leaders: Ask ZRA introduces a conversational intelligence experience that gives leaders rapid visibility into conversations, deals, and account activity across their business. By asking questions in natural language — such as why deals were lost or which objections are trending — leaders can surface patterns across thousands of interactions in as little as a few seconds. Ask ZRA delivers role-based insights and proactive alerts that highlight risks and opportunities early, connecting intelligence directly to workflows so teams can act decisively and drive more predictable revenue performance. (Expected in April 2026.)

Together, these transformational capabilities helps enable sales teams to build stronger relationships with prospects and equip sales leaders with insights that were previously difficult to discover. Later this year, AI Companion 3.0 will also be able to pull from ZRA data to support account planning, discovery, sales trends, and more.  

Bringing relationship intelligence to events

Customer relationships are built across every interaction, not just in service and sales moments. Events play a critical role in shaping trust, sharing expertise, and creating experiences that help prospects and teams move forward. New capabilities in Zoom Webinars and Events help teams get more from every session, before, during, and long after the live experience.

• Track event engagement intelligently: Advanced Event Analytics gives organizers and sales teams a clearer picture of engagement across events. Every attendee gets a 0-10 score based on real activity. Company-level insights show which accounts are leaning in. AI-powered Key Moments pinpoint which parts of a session kept the audience engaged, so teams can refine their programming and prioritize the right follow-ups. (Available now.)
• Turn webinars into credible learning: Learning Certificates let organizers define completion criteria and automatically issue credentials when attendees meet the criteria. One platform for webinars, training, and certification means no more stitching together separate tools for compliance tracking and certificate delivery. (Available now.)
• Build broadcast-quality productions with live remote guests: ZoomISO v3 delivers an upgrade to Zoom’s production tool for bringing remote guests into broadcast TV, live streams, and hybrid events. The latest update for ZoomISO introduces a brand-new interface with in-app previews and advanced workflows, along with a powerful media engine for exceptional performance. (Expected in March 2026.)

These capabilities will allow organizations to stop treating events as one-and-done marketing activities and start turning them into ongoing touchpoints that build pipeline and strengthen customer relationships.

One AI foundation for relationship-driven growth

At the core of these innovations is a single AI foundation designed to move organizations beyond isolated engagements toward building more connected customer relationships across service, sales, and events-based interactions. The goal is to help enterprises compete in a resolution economy, moving beyond optimizing individual transactions to building connected, intelligence-driven relationships that grow over time.

As AI reshapes enterprise engagement, the competitive advantage will belong to organizations that can use every customer interaction as an opportunity to strengthen customer relationships over time. For all of Zoom’s Enterprise Connect announcements, visit the Zoom newsroom.