Zoom Communications has expanded its enterprise agentic AI platform with new workflow orchestration capabilities across Zoom Workplace, Zoom Phone and Zoom CX, as it looks to help organisations move beyond AI-generated summaries towards automated execution across business systems.
The latest enhancements are designed to turn meetings, calls, chats and customer interactions into triggers for workflow automation, allowing tasks to be completed across Zoom and third-party platforms such as Salesforce, Slack and ServiceNow.
“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.”
The new rollout includes a broader expansion of Zoom AI Companion 3.0 across the Zoom Workplace app, Zoom Business Services and Workvivo. Previously available only through a web browser, the enhanced version now connects conversations, enterprise data and apps more deeply through Zoom’s federated AI architecture.
Zoom said in a statement that adoption of AI Companion has been growing strongly, with monthly active users more than tripling year on year in the fourth quarter of its 2026 financial year.
The company also introduced new features under its Custom AI Companion add-on, enabling organisations to build custom AI agents and workflows without coding. These agents can retrieve insights, automate repetitive tasks and coordinate actions across connected enterprise systems.
As part of the update, Zoom announced 10 new secure enterprise search connectors, allowing users to draw insights from multiple sources including Salesforce, ServiceNow, Box, Google Drive and OneDrive.
The company is also launching new AI-first productivity tools called Zoom AI Docs, AI Sheets and AI Slides, aimed at helping teams convert meeting discussions into documents, data analysis and presentation materials within the Zoom environment.
Separately, Zoom unveiled Zoom AI Services, a new suite of enterprise-grade AI application programming interfaces that allows developers to access capabilities such as transcription, translation, summarisation, reasoning and image processing.
Within Zoom Workplace, the company is introducing a simplified user interface across desktop, mobile and web. AI Companion will now have its own tab, giving users a central workspace for queries, writing and workflow automation.
Other new workplace features include Zoomie group assistant for team facilitation, AI-first Chat with prioritised summaries, live voice translation for Zoom Meetings and deepfake risk detection that can flag synthetic audio or video in real time.
On the communications side, Zoom said its Phone offering, which now supports more than 10 million seats globally, is being enhanced with agentic workflows that can automatically generate CRM records, execute follow-up tasks and draft emails or SMS messages after calls.
It is also adding SMS support for its Zoom Virtual Agent AI Receptionist, enabling the service to engage customers through text, answer questions, collect information and escalate conversations to a human agent when required.
For customer experience and sales, Zoom said its CX and Zoom Revenue Accelerator products will gain expanded agentic automation features, including AI Expert Assist 3.0, CX Insights and customer workflow orchestration built using natural-language prompts.
The company said these tools are intended to help contact centres improve resolution speed, give supervisors clearer insight into performance and enable organisations to automate customer journeys across systems and teams.
Zoom added that its customer experience business continues to post high double-digit growth, with paid AI included in each of its top 10 CX deals in the most recent quarter.
The announcements were made in conjunction with Enterprise Connect, where Zoom is showcasing the latest innovations.