Zoom Communications has announced significant enhancements to its enterprise agentic AI platform, aimed at orchestrating workflows across Zoom Workplace, Zoom Phone, and Zoom CX. This expansion includes new features designed to automate tasks and streamline business outcomes from meetings, calls, and customer interactions.
With many organisations struggling to translate AI-driven insights into actionable outcomes, Zoom’s agentic AI platform seeks to bridge this gap.
“The next phase of enterprise AI will be defined by the ability to move from conversation to action," said Velchamy Sankarlingam, president of product & engineering at Zoom.
"Zoom’s agentic AI platform is designed to orchestrate action across systems, turning every meeting, call, and customer interaction into a trigger for workflow automation.”
Key enhancements include:
- Custom and prebuilt AI agents: Organisations can now use no-code orchestration to build and deploy custom agents that integrate with third-party systems like Salesforce and Slack. This streamlines processes such as automating task execution and retrieving insights.
- AI companion updates: The rollout of AI Companion 3.0 expands its functionality across Zoom applications, significantly enhancing conversation workflows. Monthly active users of AI Companion have more than tripled year-over-year in Q4 FY26, demonstrating its growing utility.
- Expanded integration capabilities: New integrations enable users to connect with additional enterprise data sources and facilitate intelligent workflows. This includes 10 new secure connectors for efficient data retrieval and actionable insights.
- Enhanced Zoom Workplace experience: Updates to Zoom Workplace introduce agentic AI and a simplified user interface, reducing cognitive load and improving overall workflow automation. The introduction of features like a live voice translator and deepfake risk detection aim to further improve user experience and meeting security.
- Zoom phone enhancements: The mobile-first experience under Zoom Phone now includes automated follow-ups and intelligent call summaries, supporting over 10 million users globally.
As the demand for improved customer engagement grows, Zoom CX and Zoom Revenue Accelerator will introduce expanded automation capabilities in contact centre and sales workflows. This will include real-time support for agents and the ability to design customer journeys using natural-language workflow creation.
These updates position Zoom to remain competitive in the rapidly evolving landscape of enterprise communication and customer experience. Saurabh Gugnani, Senior Director at TMF Group, stated, “Zoom has elevated identity governance into a fully automated, intelligence-driven capability, ensuring consistent compliance while supporting secure global growth.”
