Zoom Communications, Inc. (Zoom) has unveiled significant advancements to its AI Companion, enhancing its agentic skills across the entire Zoom platform. The latest innovations position Zoom AI Companion as more than just a personal assistant, enabling it to take action, orchestrate tasks and improve user productivity and collaboration.
Among the more than 45 new enhancements announced, key updates include AI-driven features for Zoom Meetings, Zoom Phone, Zoom Team Chat, Zoom Docs and Zoom Contact Center. These improvements aim to help users streamline workflows, improve efficiency and foster stronger workplace relationships.
Zoom’s Chief Product Officer, Smita Hashim said that AI Companion is evolving from a personal assistant to being truly agentic, which “signals a major leap forward in how AI can enhance productivity and collaboration at work.” she said. “We’re delivering value for our customers through AI agents and agentic skills that solve real customer problems, helping them connect, collaborate, and get more done.”
Zoom AI Companion now has the ability to manage multi-step actions, using reasoning and memory to determine the best agents and skills to utilise for problem-solving. Notable new capabilities include calendar management for scheduling, automated clip generation, and writing assistance for advanced document creation. AI Companion will also be able to interact with third-party AI agents, such as ServiceNow AI Agents and allow businesses to create their own custom agents tailored to specific needs like sales prospecting or IT support.
Enhancing Customer Experience with AI
Zoom is also strengthening its AI-powered customer experience (CX) offerings. The new AI-driven Zoom Virtual Agent now supports voice interactions alongside chat, delivering more natural, contextual conversations to resolve customer queries. Additionally, AI intent routing is set to intelligently connect customers to the best-suited agents, based on real-time analysis of their needs.
The introduction of Advanced Quality Management will leverage AI to assess and score customer interactions, providing valuable insights to customer service teams. This feature, launching in May, aims to enhance service quality by automatically analysing up to 100% of interactions. Supervisors will be able to query AI-powered transcripts using a conversational interface to uncover trends and actionable insights.
Customisation and Industry-Specific Solutions
A major update includes the introduction of the Custom AI Companion add-on, allowing organisations to tailor AI capabilities to their unique requirements. Businesses will be able to create custom meeting templates, custom dictionaries, and integrate AI Companion with their proprietary data sources to enhance decision-making and workflow automation.
For industry-specific applications, Zoom is rolling out solutions tailored to frontline workers, clinicians and educators. The upcoming Zoom Workplace for Clinicians will enable medical professionals to generate clinical notes automatically, while Zoom Workplace for Education will offer AI-generated lecture summaries and study materials for students. Zoom Workplace for Frontline will provide AI-based shift communication and task management tools to keep employees connected and productive.
Additionally, Zoom will introduce hardware certifications for industry-specific needs, such as document cameras for education and patient-room cameras for healthcare. These tools will expand Zoom’s role in various professional environments, making it easier for users to leverage video technology in their daily tasks.
New AI Capabilities for Productivity and Collaboration
Zoom’s AI Companion will also introduce Zoom Tasks, a new feature that allows users to surface, manage, and complete tasks across Zoom Workplace. AI Companion will automatically detect action items in meeting summaries, chats, and emails and organise them into a centralised task management system. Expected to launch in late March, Zoom Tasks will enable seamless tracking of personal, team, and project tasks.
Meeting productivity enhancements include AI-powered live notes for Zoom Meetings and Zoom Phone, launching in May, which will provide real-time summaries during calls to help users stay on track. AI-generated meeting agendas and an agenda timer will help users structure discussions efficiently, reducing meeting fatigue and improving decision-making.
AI Companion for Zoom Phone will introduce voicemail summaries and integration with Microsoft Teams, enabling AI-generated call summaries and task prioritisation from voicemails. A new voice recorder on the Zoom Workplace mobile app will transcribe, summarise, and capture action items from in-person conversations, improving collaboration across hybrid teams.
Zoom AI Companion remains available at no additional cost for existing customers, while specialised configurations and third-party integrations may carry additional fees. The company continues to advance its AI capabilities with a federated approach, incorporating Small Language Models (SLMs) alongside Large Language Models (LLMs) for cost-effective and high-performance AI solutions. The Custom AI Companion add-on, priced at $12 per user per month, will offer organisations more flexibility in leveraging AI for their specific use cases.