Zoom unveils AI innovations for Business Services to simplify the customer journey

Today Zoom announced the latest innovations for its AI-first Business Services. The announcements include advancements for Zoom Customer Experience (Zoom CX), Zoom Revenue Accelerator (ZRA), and Zoom Events and Webinars, showcasing how the company’s AI foundation and new AI Companion 3.0 are transforming every aspect of the customer journey, from first contact to ongoing support. 

“Organizations today are under pressure to serve customers faster, personalize every interaction, and do more with less,” said Chris Morrissey, general manager of Zoom CX. “By building on our agentic AI foundation, we’re reimagining how service, sales, and events come together as part of a seamless customer journey. With these innovations, businesses can turn every interaction into an opportunity to strengthen relationships, grow revenue, and deliver lasting impact — all on the unified Zoom platform.”

Zoom CX strengthens relationships with advanced AI innovations

Zoom CX is evolving into a more intelligent, connected, and human-centered platform by extending agentic AI across customer touchpoints and contact center operations. This year’s innovations transform how organizations automate journeys, resolve customer issues, and empower teams to deliver better customer service while improving operational efficiency.

Zoom Virtual Agent delivers expanded capabilities for more customer benefit

Building on Zoom Virtual Agent’s extension into Zoom Phone, which provides 24/7 AI concierge capabilities, ZVA now includes new industry-specific capabilities to support specialized use cases. Zoom is also bringing more capabilities to ZVA for organizations to maintain consistent excellence across customer interactions.

Bring your own voice for ZVA offers unique brand opportunities.

• With the new ability to bring your own voice for Zoom Virtual Agent (ZVA), organizations can easily upload a short sample of their chosen voice, whether from a professional voice actor or brand voice, to instantly create a customized conversational AI experience. This capability helps businesses to deliver more memorable, personalized, on-brand experiences and enables our customers to maintain security through account-level visibility, adjustable parameters, and built-in quality checks (expected November 2025).
• New Zoom Virtual Agent for Healthcare leverages industry-specific AI agent templates, custom medical dictionaries, and EHR integrations to help providers build virtual agents tailored to clinical and administrative workflows, such as patient intake, scheduling, insurance verification, and post-visit follow-ups (expected January 2026).
• As AI takes on more frontline work, Automated Quality Management (AQM) for ZVA, coming later this year, helps businesses maintain oversight and consistency. Supervisors can now use AQM to review transcripts, automatically score engagements, and analyze performance across AI agent conversations, holding virtual agents to the same compliance and service standards as their human counterparts. This unified framework helps leaders identify optimization opportunities, build trust in automation, and provide customers with consistent, high-quality experiences (expected January 2026).
• To provide even more insights, the new supervisor dashboard for Zoom Virtual Agent for voice gives supervisors real-time visibility into both live and virtual agent engagements. They can preview, listen in, and even take over conversations to maintain consistent service quality, closing a critical oversight gap (expected March 2026) 
• As part of Zoom’s continued integration expansion, Zoom Virtual Agent for Voice will integrate with Amazon Connect, delivering autonomous resolution of complex calls with intelligent reasoning, seamless handoffs to Amazon Connect with full context, and task execution that reduces customer effort and builds loyalty (expected September 2025).

Value-driven insights into contact center effectiveness

Zoom CX Insights provides a centralized dashboard for organizational excellence.

Complementing these new capabilities, CX Insights, coming December 2025, empowers every customer experience role to transform conversations into measurable improvements. With natural-language queries, leaders can ask questions about trending topics, receive AI-generated suggestions for improvement, and democratize decision-making without relying on technical analysts. Every customer interaction becomes fuel for business improvement via an all-in-one dashboard.

Empower supervisors and support agents with new tools

Zoom is strengthening the agent and supervisor experience with AI-driven updates that improve guidance, well-being, and collaboration. 

Agentic AI Expert Assist, coming early next year, empowers support agents to deliver more accurate answers, complete workflows, and resolve issues faster by orchestrating next best actions—all with human support agent oversight. By using skills instead of complex intent models, it simplifies setup for supervisors and makes it easier to scale. Zoom is also transforming how customer interactions are captured and shared. 

• With Engagement Docs, customer records are no longer static notes. Agents can embed images, videos, and AI-generated structured content into a Zoom Doc to create collaborative records that can be summarized and queried by AI Companion and shared across teams, so details or context aren’t lost (expected January 2026).
• Live translation for voice and video, allows agents and customers to communicate seamlessly in their preferred supported languages, helping businesses expand into new markets and serve diverse audiences with consistency. Support agents get real-time translated transcripts and live audio-to-audio translation of customer speech into the agent’s language, and vice versa (expected January 2026).

Together, these updates advance the Zoom CX mission of making customer experiences more connected, proactive, and effortless while giving organizations the confidence to leverage AI at the center of their engagement strategy.

Zoom Revenue Accelerator offers AI tools to drive revenue growth

Just as our latest Zoom CX innovations show how agentic AI can transform customer support, Zoom is extending the same foundation into the front end of the customer lifecycle. Zoom Revenue Accelerator provides sales teams with AI tools that can automate prospecting, cut repetitive tasks, and surface insights so reps can focus on relationships and closing deals.

Agentic prospecting simplifies revenue growth opportunities.

Planned to launch in January 2026, ZRA’s new agentic prospecting skill is an always-on pipeline builder. It researches leads from events and other sources, uses agentic reasoning to surface top prospects, and initiates outreach across email, SMS, and more. With personalized engagement and agentic meeting scheduling, it helps nurture interested leads and books meetings, so sales reps can focus on closing.

This builds on the momentum of the recently launched Zoom Auto Dialer, a native dialing engine in Zoom Phone and Revenue Accelerator designed for connecting with more customers through high-velocity outbound prospecting.

Zoom Events and Webinars help customers deliver lasting impact 

Zoom Events and Webinars are helping organizations deliver more engaging and professional virtual and hybrid event experiences. With new AI and production capabilities, hosts can spend less time managing disruptions and technical limitations and more time creating lasting impact for their audiences.

Zoom introduced the new Ask AI Companion Attendee Panel for Zoom Events and Webinars, which allows late attendees to instantly catch up on what they missed with AI-generated summaries. Instead of interrupting sessions with questions like, “What did I miss?” participants can get up to speed in real time, while hosts stay focused on delivering content. Hosts can also toggle the feature on or off during a session.

For larger productions, Zoom launched Production Studio in the Cloud, enabling broadcast-quality events without being constrained by local hardware or internet speed. Cloud-based mixing improves video processing and streaming efficiency, making it easier to run high-profile webinars and events with superior quality and reliability.

Together, these updates help organizations create more professional, distraction-free events that extend their reach and impact. With these innovations, Zoom is delivering on its vision to simplify and automate the customer journey end to end, from the first marketing touch to a sales conversation and ongoing support. Powered by Zoom’s unified agentic AI foundation, Zoom’s Business Services platform can connect the stages of an engagement — all within a single, AI-first workspace.

Watch Zoomtopia Live

Tune in to Zoomtopia today for the Americas and tomorrow, September 18, for APAC, EMEA, and Japan to learn more about these innovations. Unless otherwise noted, these innovations will be available to Zoom customers on September 17, 2025. For more information about these announcements, visit the Zoom newsroom.