Zoom AI Companion expands across Business Services with specialized agents for customer service, marketing, and sales

Today at Enterprise Connect, Zoom announced the expansion of Zoom AI Companion across its Business Services portfolio, including updates to Zoom Contact Center, Zoom Webinars and Events, and Zoom Revenue Accelerator. Among the new key innovations, Zoom CX will revolutionize self-service by enhancing Zoom Virtual Agent with agentic skills to deliver more natural engagements, handle complex queries, and take action on behalf of customers and agents. Additionally, with the introduction of Zoom Virtual Agent for voice, customers gain self-service options across all support channels.

“In today’s high-demand environment, businesses can’t scale customer service by simply adding more agents,” said Chris Morrissey, general manager and global lead of Zoom CX. “Our next-generation virtual agent is transforming this equation, delivering intelligent, personalized self-service that handles complex interactions at scale. By combining true AI automation with agentic capabilities, we’re helping businesses dramatically expand their service capacity while reducing costs. This isn’t just about managing volume—it’s about elevating every customer interaction while enabling sustainable business growth.”

AI-first innovations for better customer experiences

Zoom AI Agent Builder allows organizations to seamlessly integrate AI agents.

In today’s fast-paced world, organizations must deliver seamless, efficient, and personalized customer experiences to stay competitive. To meet this growing demand, Zoom is bolstering its cloud-native, AI-first Zoom CX solutions through strategic investments in advanced AI, workforce management, and omnichannel expansion.

Zoom’s newest innovations in customer experience (CX) will help businesses achieve operational efficiency and superior customer satisfaction. Coming to beta in May, Zoom will roll out the next evolution of Zoom Virtual Agent, which will deliver faster and more contextual experiences. Designed to go beyond answering just basic questions, Virtual Agent will be able to better understand, reason, and take action to help resolve customer inquiries with speed and accuracy. Some examples of these capabilities include:

• Conversational, personalized interactions with the ability to respond to multi-intents and reference past interactions to deliver empathetic, contextual conversations across chat and voice.
• Autonomous reasoning and task execution to resolve complex issues from start to finish based on customer needs and priorities.

Building on these advancements, Zoom Virtual Agent for voice and chat will extend the enhanced capabilities of Zoom Virtual Agent to voice. This will enable businesses to provide customers with the same seamless, intelligent virtual agent experience in more of their preferred support channels. And later this year, Zoom Virtual Agent will be coming to Zoom Phone to help schedule meetings, route callers to the right place based on intent, and more.

To make it easier for organizations to implement virtual agents, Zoom has introduced AI Agent Builder for Zoom Virtual Agent as part of Zoom AI Studio, which will be available in open beta in May. This new tool will allow Zoom CX customers to rapidly deploy virtual agents, reduce complexity, and accelerate time to value for customers. With AI Agent Builder, customers will be able to:

• Easily configure virtual agent actions by defining triggers and instructions in natural language.
• Create or connect tools to retrieve data either directly or through integration with external systems such as CRMs.
• Define guardrails to enable accurate and compliant interactions that are aligned with business goals.

AI tools for contact center agents and supervisors

Customer service teams face immense pressure to handle high volumes of interactions while maintaining quality service, and contact center teams need to better manage heavy workloads and find ways to develop top-tier agents. Zoom’s AI-first workforce management capabilities streamline agent upskilling and optimize day-to-day contact center operations.

Zoom has introduced AI Expert Assist for video support channel in Zoom Contact Center, bringing real-time AI assistance to every customer touchpoint. With access to AI Expert Assist features such as instant knowledge retrieval, next-best-action suggestions, smart notes, and automated call summaries, contact center agents can now access AI support across voice, chat, and video, so they have the right information at the right time to best assist customers. AI Expert Assist for video support channel is now generally available to Zoom Contact Center Elite Tier or with the AI Expert Assist add-ons.

Advanced Quality Management helps supervisors train best-in-class contact center agents.

Advanced Quality Management is a new bundle for Zoom CX that combines two new features for supervisors that allow them to better analyze individual interactions and overall agent performance to ultimately deliver enhanced customer satisfaction.

• Auto Quality Management uses generative AI to automatically score up to 100% of customer interactions to help supervisors better understand and identify areas for improvement, ensure agents maintain compliance with company standards, and eliminate the selection bias associated with random sampling.
• Ask Quality Management introduces a conversational interface that allows supervisors to query transcripts directly for valuable insights and quickly identify improvement areas without sifting through hours of recordings. This enables them to make more informed decisions more quickly and strengthen the efficiency and effectiveness of contact center operations.

Advanced Quality Management is expected to be available in May 2025.

Additionally, Zoom announced AI Agent Adherence for Workforce Management, which monitors agent adherence trends in real time to help managers enhance contact center operations by optimizing staffing and capacity planning and improving service quality levels. AI Agent Adherence is expected to be available in May 2025.

Seamless omnichannel customer engagement

Modern customers expect to engage with businesses on their terms—whether through voice, chat, or video—and they expect positive experiences when connected with an agent, which is often influenced by wait times. To support this, Zoom introduced:

• AI-intent routing, which further enhances omnichannel engagement by intelligently directing customers to the best-suited agent based on real-time intent detection. This helps reduce wait times and increase agent productivity and customer satisfaction.
• Zoom Team Chat as a channel, which enables internal teams to engage with support agents seamlessly, is ideal for IT help desks and employee support services. This makes it easier than ever for employees to reach support staff for complex inquiries or escalate interactions when needed.

These features are now available for Zoom CX customers.

Empowering sales and support teams with AI-driven insights

Zoom Auto Dialer simplifies the sales process to help revenue teams secure more deals.

Sales and support teams are often hung up by mundane tasks and collaboration or integration issues, reducing their ability to focus on customers or potential clients. Zoom is enhancing efficiency and collaboration across departments with new tools for customer-facing teams.

• Zoom Auto Dialer, available for Zoom Phone, Zoom Revenue Accelerator, and select third-party phone providers, now in closed beta, helps sellers save time and effort during the workday by automatically placing multiple calls, dropping pre-recorded voicemails, summarizing interactions, and logging key details into CRM systems. This helps sales teams connect with prospects faster, giving them time back in the day so they can focus on identifying new prospects and landing pending deals.
• Microsoft Teams Connected certification integration, now available (Microsoft Teams certification in process), enables Zoom Contact Center agents to seamlessly interact with Microsoft Teams users. Agents and Microsoft Teams users can easily search for contacts and see their current status with bi-directional presence syncing, helping improve collaboration and speed up resolutions. Agents can make outbound calls, transfer calls, or have conference calls with Microsoft Teams users.
• Unified reporting for Zoom Contact Center and Zoom Phone, now available in beta, provides a 360-degree view of interactions across both Zoom Contact Center and Zoom Phone, helping businesses whose support teams use both products refine engagement strategies and optimize performance.

Better marketing with Zoom Webinars and Zoom Events

For marketers looking for ways to simplify audience engagement and deliver impactful content that sticks, Zoom Events and Zoom Webinars can help curate content and deliver a message that lands with the audience.

• Zoom Webinars will capture key moments from Zoom Webinars with AI Companion, coming in May, and automatically generate easy-to-understand summaries to help audiences remember what matters most without the need to take notes. This allows audience members to more actively engage or absorb webinar content in real time.
• Zoom Events now offers a more robust video management solution that lets customers store, manage, and distribute videos and recordings. Teams can create curated video playlists and channels (i.e., a channel for product onboarding or company all-hands) on a Zoom-hosted content hub or embed them on any website. New advanced capabilities, including embedded video interactions, chat/Q&A, and higher video storage, are available as an add-on for Zoom Events customers.

Zoom’s latest innovations and agentic strategy is part of a broader vision to simplify and automate how modern work gets done. These updates are aimed at helping customer support, sales, and marketing teams achieve more. For a full list of Enterprise Connect announcements, read the Zoom press release.