Zoom launched its third version of the Zoom AI Companion and layered in AI enhancements, including lifelike AI avatars, across its platform. It also outlined new capabilities for Zoom Business Services.
Announced at Zoomtopia, the company pushed further into the deployment of custom AI agents as well as managing workflows across collaboration tools. AI Companion 3.0 is part of "the journey from a communication collaboration company to become a system of action company," said Zoom CEO Eric Yuan.
At a high-level, Zoom rolled out the following:
- Zoom AI Companion 3.0, which will be able to automate work and create insights from conversations.
- AI Companion can now take notes across in-person meetings and third-party platforms starting with Microsoft Teams and Google Meet with support for Cisco Webex in the future.
- A Custom AI Companion add-on gives users the ability to tailor AI Companion experiences and use cases.
- Zoom Workplace gets lifelike AI avatars, live translations and proactive tools.
- AI Companion can schedule meetings, free up time and help you prepare for meetups with recommendations.
- Zoom said AI Companion will be able to work with Agent2Agent (A2A) starting with ServiceNow agents.
With the launches, Zoom delves further into agentic AI and collaborative workflow management. Zoom said its AI retrieval tools can search across Zoom Workspace as well as Google and Microsoft platforms.
Zoom is also giving customers the flexibility to work in a web browser with personalized experiences.
As for the Zoom Business Services updates, the company rolled out a set of tools to address customer journeys.
Zoom Business Services includes Zoom Customer Experience (Zoom CX), Zoom Revenue Accelerator (ZRA), and Zoom Events and Webinars.
Here's the breakdown:
- Zoom Virtual Agent's extension into Zoom Phone now supports industry-specific use cases in healthcare.
- Zoom Virtual Agent can use your voice for a customized experience.
- The company added Automated Quality Management for Zoom Virtual Agent for supervisors, which also get a dashboard to monitor virtual agents.
- Zoom CX Insights will launch in December to provide a natural language entry point to highlight trending topics and get AI suggestions to improve.
- Agentic AI Expert Assist will give support agents workflows and data to resolve issues faster. Live translation for voice and video and living customer documents will be added.
- Zoom Revenue Accelerator will get tools to automatically prospect for leads, personalize engagement and follow up as needed.
- Zoom Events and Webinars will get an Ask AI Companion Attendee Panel and Production Studio in the Cloud, which promises broadcast quality without local hardware or internet speed constraints.
Speaking on an investor Q&A following the Zoomtopia keynote, CFO Michelle Chang outlined the vision that extends the company beyond its core collaboration tools.
Chang noted that enterprise demand is driving growth and will hit 60% of revenue in fiscal 2026. "The win in AI is a natural place for Zoom, not only because of what we have on the communication and collaborations front, but what we bring also in the employee experience and then the Contact Center or customer experience," said Chang.
