New Zoom Phone AI turns conversations into automated action

Business-critical conversations often end with a gap: a mountain of manual follow-ups, including drafting recap emails, assigning next steps, and completing tasks. These delays can cost businesses lost leads and slow customer service. 

Today, Zoom announced major new innovations for Zoom Phone that help reduce this gap. With Zoom Phone Monthly Active Users leveraging AI growing 35% quarter over quarter in Q4 FY26, demand for intelligent voice workflows continues to accelerate. The latest enhancements transform voice and SMS interactions into automated workflows and coordinated action, powered by advanced agentic AI and expanded mobile functionality.

“We’re reimagining the role of the phone as more than a communication tool; it’s becoming a system that helps businesses act on what matters most from every conversation,” said Chris Moss, general manager of Zoom Phone. “Our focus is to help organizations move from talking to taking action by using AI to automatically capture insights, guide follow-ups, and help teams be more connected and productive wherever work happens.”

AI-first workflows: From talk to action

Zoom Phone now closes the execution gap that so many employees face in their workday. With agentic workflows, Zoom Phone automatically transforms live conversations into structured actions the moment a call ends. Call summaries are generated, follow-up emails are drafted, and tasks are assigned without manual input.

• For sales teams, this means faster pipeline updates and more time selling.
• For customer-facing teams, it means quick responses and higher caller satisfaction.
• For operations leaders, it means greater visibility and accountability across every interaction.

Key automation capabilities:

• Uncover rich insights: With context from Zoom Phone, Zoom Chat, Zoom Meetings, Zoom Revenue Accelerator, and connected third-party integrations, users can uncover critical conversation insights to uplevel their work. (Expected in April 2026)
• Personalized agents and workflows: Users can create agentic workflows and custom agents to automate tasks such as drafting emails and summarizing discussions, so teams can focus on higher‑value work. (Expected in April 2026)
• Customized templates:Generate call summaries in your preferred format to create consistency throughout your organization so conversations are documented with clarity and professionalism. (Expected in April 2026, Custom AI Companion add-on required)
• Improved industry-specific accuracy: New Custom Dictionaries enhance recognition of business terms, product names, and customer-specific language, helping improve the quality of real-time and post-call intelligence. (Expected in March 2026, Custom AI Companion add-on required)
• Automated summaries from desk phones: With email-based call summaries, employees receive call recaps automatically when using their desk phone. (Expected in March 2026)

Together, these capabilities help eliminate the gap between conversation and execution by automatically converting voice interactions into structured, actionable work.

Intelligent customer engagement: Voice and SMS

Customers and vendors expect to contact businesses on their terms, whether they call or text. Delayed responses and missed connections can mean lost revenue and lower satisfaction. Zoom Phone now has automated customer engagement across both voice and SMS, providing dedicated, intelligent entry points for each channel.

Voice: An AI receptionist that never misses a call

Zoom Virtual Agent AI Receptionist acts as an always-on virtual front desk. It greets callers, answers frequently asked questions, routes calls based on intent, captures key details before transfer, and books appointments — so every caller receives prompt assistance.

By automating routine inquiries and intake workflows, organizations can:

• Reduce call abandonment,
• Improve first-response times,
• Free frontline staff to focus on complex, high-value interactions, and
• Increase appointment conversion rates.

Important calls are routed intelligently, and context is preserved when escalating to a live agent, reducing the need for customers to repeat information. (Available now)

SMS: Conversational engagement on customers’ terms

SMS for Zoom Virtual AI Receptionist also enables intelligent engagement via text, allowing customers to ask questions, confirm or modify appointments, complete scheduling flows, and provide information directly through text 24/7.

Organizations can keep customers informed and engaged by sending surveys and helpful links during conversations. When escalations are needed, Zoom Virtual AI Receptionist can seamlessly transfer interactions to a live employee without disrupting the conversation. Future continuity between voice and SMS will allow conversations to move seamlessly between channels, creating a more fluid customer experience. (Expected in June 2026)

The Customer Engagement Pack (formerly Power Pack) further extends these capabilities with advanced analytics, SMS summaries, and proactive outreach tools, helping organizations identify engagement gaps and follow up more effectively. (Available now)

As part of this evolution, a brand-new user dashboard acts as a command center for conversation management. Teams can easily see missed calls requiring follow up, SMS conversations, and AI-flagged engagements that may require escalation, giving managers a prioritized, actionable view of what needs attention. (Expected in June 2026)

Calling built for today’s mobile-first workforce

Modern workforces are increasingly mobile and distributed. Zoom Phone Mobile extends Zoom’s AI-first enterprise calling capabilities to mobile and frontline users, delivering a consistent experience across devices, networks, and work environments.

• Seamless deployment with familiar tools: Employees make and receive business calls through the native dialer they already use — no new apps, training, or workflows required. With built-in AI, call summaries and next steps are automatically captured from conversations to help teams stay organized and follow up quickly. 
• Universal connectivity: Zoom Phone Mobile can use a cellular network instead of relying solely on Wi-Fi, helping ensure clear, uninterrupted conversations wherever employees take calls — whether they’re in the office, in the field, or on the move. 
• Manage mobile numbers centrally: With Fixed Mobile Convergence (FMC), you get one admin portal to assign and manage numbers, policies, recordings, and compliance. This unified approach helps reduce shadow IT, strengthen governance, and give administrators consistent visibility into communication activity and policy enforcement across devices.

Zoom Phone Mobile keeps teams connected and helps them be more productive from the office to the field, delivering a reliable, intelligent mobile calling experience designed for today’s distributed workforce — with built-in AI that captures conversation insights and supports follow-ups after every call. (Expected for UK customers in mid-March 2026, coming to the U.S. later this year)

Better together

Zoom Operator Connect for Microsoft Teams reduces management complexity by delivering Zoom PSTN calling into Teams through a simplified, cloud-based model — without the need for onsite hardware. Organizations can access Zoom Phone’s global voice network directly in Microsoft Teams so they can benefit from Zoom’s enterprise-grade reliability, compliance support, and international number coverage. By centralizing telephony management in Zoom Phone while preserving Teams as a collaboration interface, businesses can modernize their voice strategy without disrupting existing workflows. 

• This new solution complements Zoom Phone’s existing Microsoft Teams integrations including, Zoom for Teams and Direct Routing as a Service, giving customers greater flexibility and choice to integrate Zoom seamlessly into their existing workflows. (Expected in July 2026)

Calls that work for you

Zoom Phone continues to evolve into a more comprehensive communications solution where AI listens, learns, and acts in real time. By delivering AI-driven workflows, automated customer engagement, and intelligent mobility, Zoom is transforming everyday conversations into measurable business outcomes. For all of Zoom’s Enterprise Connect announcements, visit the Zoom newsroom.