Zoom Communications, Inc. Expands Enterprise Agentic AI Platform to Orchestrate Workflows Across Collaboration and Customer Experience
Mumbai, Mar 11: Zoom Communications, Inc. announced the expansion of its enterprise agentic AI platform, introducing new workflow orchestration capabilities across Zoom Workplace, Zoom Phone, and Zoom CX. The enhancements extend Zoom’s system of action for modern work, enabling organizations to automate tasks, trigger cross-system workflows, and transform meetings, calls, and customer interactions into completed business outcomes.
As enterprises increasingly adopt artificial intelligence, many organizations still rely on AI assistants that summarize conversations but require manual follow-through across disconnected systems. Zoom’s agentic AI platform addresses this challenge by embedding workflow automation directly into meetings, calls, chat, and contact center interactions, allowing conversations to automatically trigger actions across enterprise systems.
Velchamy Sankarlingam, President of Product & Engineering at Zoom Communications, Inc., said:
“The next phase of enterprise AI will be defined by the ability to move from conversation to action. 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 to Zoom’s Enterprise Agentic AI Platform
The newly announced innovations introduce several enhancements across Zoom’s platform, including:
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Custom and prebuilt AI agents with no-code orchestration
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Expanded third-party integrations for Zoom AI Companion, including secure enterprise search connectors
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New AI-first workspaces such as Zoom AI Docs, AI Sheets, and AI Slides
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Zoom Phone Mobile for enhanced mobile-first communication
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SMS capabilities for Zoom Virtual Agent AI Receptionist
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AI Expert Assist 3.0 for the Zoom Contact Center
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Natural-language customer workflow orchestration
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Advanced meeting security enhancements
AI Companion 3.0: Accelerating Conversation-to-Completion Workflows
Zoom’s AI Companion 3.0 is expanding across the Zoom platform, including the Zoom Workplace app, Zoom Business Services, and Workvivo. The upgraded AI technology stack securely connects conversations, enterprise data, and applications to drive meaningful outcomes for organizations.
The adoption of AI Companion continues to accelerate, with monthly active users more than tripling year-over-year in the fourth quarter of FY26.
Zoom also introduced new capabilities through the Custom AI Companion add-on, allowing organizations to build custom AI agents that automate workflows and retrieve insights across enterprise systems such as Salesforce, Slack, ServiceNow, Box, Google Drive, and Microsoft OneDrive.
These agents can streamline repetitive tasks, automate operations, and orchestrate workflows without requiring coding expertise.
Zoom Workplace: A Unified Platform for Modern Work
The next generation of Zoom Workplace introduces a simplified interface and AI-powered collaboration features. Key updates include:
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UX simplification across desktop, mobile, and web platforms
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A dedicated AI Companion workspace for conversational queries and workflow automation
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Zoomie Group Assistant, a team facilitator that improves meeting outcomes
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AI-first chat features with custom agents and intelligent prioritization
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Live voice translation in meetings to overcome language barriers
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Deepfake risk detection technology to identify synthetic audio or video in meetings
Zoom Phone: Intelligent Communication with AI
Enhancements to Zoom Phone, which supports more than 10 million seats globally, focus on delivering a mobile-first communication experience and intelligent automation.
Key capabilities include:
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AI-driven workflows that automate follow-ups and summaries
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SMS capabilities for Zoom Virtual Agent AI Receptionist, enabling automated customer engagement via text
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Zoom Phone Mobile, allowing users to place business calls directly from their native dialer while retaining AI features
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Advanced analytics and insights through the Customer Engagement Pack
These innovations enable intelligent call summaries, automated follow-ups, and real-time insights across devices.
AI-Powered Customer Experience and Revenue Workflows
Zoom also announced expanded capabilities across Zoom CX and Zoom Revenue Accelerator, including:
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Zoom Virtual Agent 3.0, improving contact center resolution speed
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AI Expert Assist 3.0, providing contextual guidance and automated task execution for agents
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CX Insights, enabling business leaders to analyze customer experience using natural-language queries
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Customer Workflow Orchestration, allowing organizations to automate customer journeys across enterprise systems
Additionally, new AI Sales Assist capabilities deliver real-time coaching and actionable insights during sales conversations, helping teams drive better revenue outcomes.
Zoom’s customer experience business continues to see strong growth, with paid AI features included in each of the company’s top ten CX deals in the most recent quarter.
