Zoom Communications, Inc. (Zoom) has introduced groundbreaking enhancements to its AI Companion, reinforcing its role as an intelligent, agentic tool across the Zoom platform.

With more than 45 new AI-driven features, the latest updates bring automation, reasoning, and memory-driven task execution to Zoom Meetings, Zoom Phone, Zoom Team Chat, Zoom Docs, Zoom Contact Center and more.

Zoom’s Chief Product Officer, Smita Hashim, said that AI Companion is evolving from a personal assistant to a truly agentic AI, empowering users to get more done with less effort. Zoom's AI Companion is an intelligent, AI-powered assistant integrated across the Zoom platform, designed to enhance productivity, automate tasks, and improve collaboration.

“These innovations help businesses streamline workflows, strengthen relationships and focus on what matters most,” said Smita.

Key updates include AI Companion’s ability to manage multi-step tasks, using reasoning and memory to determine the best execution paths. Advanced features such as automated calendar management, intelligent clip generation, and contextual writing assistance make it easier for users to complete complex workflows efficiently.

Additionally, AI Companion is now capable of integrating with third-party AI agents, including ServiceNow AI Agents, while allowing organisations to develop custom AI solutions to suit their specific operational needs.

Zoom has also unveiled significant improvements to its AI-powered customer experience (CX) offerings. The AI-enhanced Zoom Virtual Agent now supports voice interactions alongside chat, facilitating seamless, real-time assistance for customers.

AI intent routing, launching later this month, will automatically direct customers to the most suitable agents based on their needs, further streamlining customer support operations.

The introduction of Advanced Quality Management in May will equip businesses with AI-powered tools to assess and score customer interactions, ensuring continuous service improvements.

Supervisors will have access to AI-driven conversational insights, enabling them to monitor trends and provide targeted coaching to agents.

Zoom is also expanding its AI capabilities to cater to specific industries. The Custom AI Companion add-on, launching in April for $12 per user per month, allows organisations to customise AI Companion’s functionality to their unique requirements.

Businesses will be able to create personalised meeting templates, custom dictionaries, and integrate their proprietary data sources to enhance AI decision-making.

Zoom Workplace for Clinicians, launching later this month, will provide automated clinical documentation to free up time for patient care. Meanwhile, Zoom Workplace for Education will introduce AI-generated lecture summaries and study guides to assist both teachers and students. A dedicated Zoom Workplace for Frontline workers will streamline shift communications and task management for on-the-go employees.

Additionally, Zoom is expanding its hardware certification programme, supporting industry-specific use cases such as document cameras for education and patient-room cameras for healthcare settings.

Meanwhile, Zoom is set to introduce Zoom Tasks, a centralised AI-powered task management system that will automatically surface, track, and complete tasks based on meeting summaries, chats, and emails. Expected to launch later this month, Zoom Tasks will simplify project management by keeping all action items in one place.

AI-powered live notes, launching in May, will offer real-time meeting summaries and agenda tracking, while Zoom Phone enhancements will provide voicemail summaries and call insights within Microsoft Teams. A new AI-powered voice recorder will transcribe and summarise in-person conversations, ensuring seamless collaboration across hybrid work environments.

Zoom’s AI Companion remains free for existing customers with eligible Zoom plans, while custom configurations and third-party integrations will be offered as premium features. Zoom’s federated AI strategy continues to evolve, incorporating Small Language Models (SLMs) alongside Large Language Models (LLMs) for optimal performance and cost efficiency.

With these latest developments, Zoom is positioning itself as a leader in AI-powered workplace solutions, empowering organisations to enhance collaboration, productivity, and customer engagement. As AI continues to reshape the digital workspace, Zoom’s advancements are set to play a crucial role in the future of work.

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