Zoom has expanded its AI Companion across business services and is now available for customer support, sales, and marketing. During the ongoing Enterprise Connect 2025, the company unveiled its latest updates, which focus on improving automation and self-service through AI-powered virtual agents and advanced workforce management tools. Here’s everything you need to know.
See how we're bringing together agentic skills and models to power AI Companion across Zoom Workplace and connected third-party apps ✨➡️ https://t.co/LJSmySdkTT
— Zoom (@Zoom) March 17, 2025
Today at @enterprisecon, we're sharing our plans to help transform modern work with expanded agentic skills for Zoom… pic.twitter.com/rjUtFKLDDh
AI-Powered Customer Support Enhancements
The company has unveiled AI-driven automation tools to strengthen customer experience (CX) solutions. The updated Zoom Virtual Agent now comes with Agentic skills, which allow it to manage complex queries, execute tasks, and deliver more natural interactions. There’s also a new voice-enabled Virtual Agent that expands its capabilities across all support channels. It claims to streamline customer inquiries without increasing human agent workload.
Moreover, to simplify the implementation, Zoom has introduced a new AI Agent Builder, which comes under the Zoom AI Studio. It’s not available yet, but it will arrive as part of the open beta in May of this year. This tool is said to allow businesses to deploy virtual agents using natural language prompts and integrate them with external systems like CRMs.
For contact center teams, Zoom launched AI Expert Assist for video support. It offers real-time assistance with instant knowledge retrieval, next-best-action suggestions, and automated call summaries. There’s also the new Advanced Quality Management, which will arrive in May. It will use generative AI to analyze customer interactions, which is said to help supervisors improve agent performance and service quality.
AI for Sales and Revenue Teams
Zoom has also unveiled its Auto Dialer, which is currently in the closed beta but claims to automate outbound calls, log interactions, and summarize key details into CRM systems. The company is also introducing unified reporting for Zoom Contact Center and Zoom Phone. These tools will provide a consolidated view of customer interactions.
Additionally, Zoom’s Microsoft Teams integration is now available. It allows agents to collaborate with Teams users through bi-directional presence syncing and seamless communication features.
AI-Powered Marketing and Events
Taking notes during webinars has always been a hassle. But Zoom seems to be working to solve this issue. The company is enhancing its webinar and event platforms with AI-driven content management. Starting in May, Zoom Webinars will use AI Companion to generate automatic summaries, allowing audiences to capture key moments without taking notes.
On top of that Zoom Events now includes an advanced video management solution. It now allows teams to store, organize, and distribute video content more effectively.
Along with Zoom, other tech giants like Microsoft, AWS, Google, and more are also teasing their AI announcements for Enterprise Connect 2025. Ilya Bukshteyn from Microsoft will discuss AI-driven advancements in Teams Calling, Devices, and Premium Experiences. AWS’s Pasquale DeMaio will discuss AI’s role in transforming customer engagement, and Duncan Lennox from Google will highlight five key ways AI is reshaping collaboration and customer interactions.
