Zoom announces new AI features within Zoom Workplace, Zoom Phone, and Zoom CX. The company aims to automatically convert conversations into actions and workflows across various business applications.
Zoom is expanding its enterprise AI platform with new automation features for collaboration and customer contact. The innovations are designed to ensure that meetings, phone calls, and customer interactions automatically lead to actions in other business systems.
With the update, Zoom is introducing custom AI agents and additional integrations with third-party applications. These agents can perform tasks, retrieve information, and start processes based on conversations in Zoom Workplace, Zoom Phone, or the company’s contact center platform.
New AI agents
The new version of AI Companion 3.0 will be integrated into Zoom Workplace, Zoom Business Services, and the internal communication platform Workvivo. The AI assistant can connect conversations, company data, and applications within the Zoom environment.
Organizations can also build their own AI agents via the Custom AI Companion add-on. These agents can be assembled without programming knowledge and can automate processes in other applications, such as Salesforce, Slack, or ServiceNow.
Zoom is also adding new work applications that rely heavily on AI. Zoom AI Docs, AI Sheets, and AI Slides are designed to automatically convert meetings into documents, analyses, or presentations. Additionally, the company is launching Zoom AI Services, a suite of APIs for speech recognition, language processing, and other AI functions.
Telephony and contact centers
New capabilities are also appearing within Zoom Workplace itself. The interface is being simplified, and AI Companion is getting its own tab. Furthermore, Zoom is introducing a group assistant for teams, a chat environment with AI agents, and a live speech translator for meetings. The platform will also feature technology capable of detecting deepfake audio or video.
For Zoom Phone, the company is announcing features that link phone calls to business processes. For example, the system can automatically create CRM records, generate tasks, or draft messages. The virtual receptionist can now also handle customer inquiries via SMS.
Within Zoom CX and Zoom Revenue Accelerator, the company is adding extra AI automation for contact center and sales processes. New features are designed to support employees during customer calls, perform analyses based on call transcriptions, and automatically manage parts of the customer journey.