Leveraging agentic AI to power the next evolution of Zoom

By: Smita Hashim , Chief Product Officer, Zoom

At Zoom, we set ambitious goals for rapid innovation. Our evolution from a video meetings software company into an AI-first open work platform built for human connection has never been more evident than today. Throughout this last year, we’ve helped our customers accelerate their productivity, reimagine teamwork, and create exceptional customer experiences with Zoom AI Companion, Zoom Workplace, Business Services, and Industry Solutions. As we enter into a new era with agentic AI, we’re committed to innovation that will help you get more done, do your best work, and strengthen relationships.

Get to know our agentic AI strategy

We’ve focused on investing in AI technology long before the rise of ChatGPT. We knew our customers could experience unparalleled productivity from an AI solution built directly into the Zoom platform.

In its earliest iterations, AI Companion helped us automate meeting summaries and removed the need to take notes. It later became a personal assistant working across Zoom Workplace pulling data from emails, calendars, and documents across connected apps like Microsoft Outlook, Office, Gmail, and Google Docs.?

Now, AI Companion continues to evolve as it becomes agentic across the entire Zoom platform.?

Built with four core agentic skills – reasoning, memory, task action, and orchestration – AI Companion will use skills to complete tasks on your behalf and support you in your day-to-day work. Think of AI Companion as the second set of hands you’ve always wanted — an AI agent who knows you and operates with your guidance, using information across the Zoom platform, third parties, and the web.

What agentic AI means for you and your work

Imagine how nice it would be to have someone book your meetings or help you manage projects from start to finish, just from a chat thread or a call. Today, AI Companion can prepare us for meetings, catch us up on what we’ve missed, and understand different viewpoints. It can pull project statuses, customer feedback on products, info from the web, and chats. Powering it further, our agentic skills will have an expanded role in our daily work.

For example, Zoom Tasks with AI Companion (coming soon), can help identify, manage, and complete tasks for you so you can find time for more meaningful work. Because we know it can be difficult to track and manage your responsibilities across multiple chat threads and conversations, AI Companion will automatically detect action items or next steps from your meetings, chats, emails, and more.?

With this information, AI Companion will step into action and schedule your next meeting, draft a chat message and email response, or generate a document for you, all based on your review and approval. You’ll be able to track personal, team, and project tasks with the option of making your tasks as public or private as you and your stakeholders want them to be.

Although Zoom Tasks is just one example, we can’t wait for our customers to experience the full breadth of our agentic AI platform as it continues to expand.?

Elevating AI Companion across the Zoom platform

As we move more deeply into the next stage of our vision, we are strengthening our core agentic skills and adding new skills and agents to bring AI technology to the entire Zoom platform — including new innovations in our business services and industry vertical solutions.?

Designed to elevate the customer experience and enhance your brand’s reputation, Zoom Virtual Agent will transform the way customers interact with autonomous AI agents. Our self-service agentic AI solution will help you deliver better, faster, and more contextual experiences that go beyond answering basic questions. It delivers empathetic interactions through contextual conversations to help resolve issues quickly and without the need for human intervention.?

Imagine you’re locked out of your ticketing app as you’re walking up to a big sporting event. Rather than wait in long call queues and potentially miss the game or interact with a self-service agent who doesn’t understand your scenario, you can chat with an AI agent that recognizes your needs and helps you access new tickets all while standing in line at the venue.

Our AI innovations remain reliable, responsible, and safe

We’re still devoted to delivering high-quality AI solutions at no additional cost with eligible paid plans. While our AI technology has matured, our commitment to safe and responsible AI innovations remains unchanged.??

Our federated approach to AI allows us to maximize performance, quality, and affordability, by employing the right combination of Zoom-owned large-language models (LLMs) and leading third-party models to dynamically surface the best model for a chosen task. In addition, our state-of-the-art small language models (SLMs) further reflect our commitment to providing outstanding quality and reliable results.

From our earliest days, Zoom has been known for being simple and easy to use. And now, with AI Companion’s agentic skills, we’re empowering our customers to do their best work through flexible, easy solutions that just work. We’re bringing more exciting innovations to Zoom Workplace:

• Our new Custom AI Companion paid add-on will allow organizations to customize AI Companion with AI Studio to address their unique needs.?
• Zoom Drive is a central repository for meeting and productivity assets.
• Improvements to Zoom Docs, including advanced references and queries, along with data tables generated by AI Companion.
• Zoom Workplace for Frontline is an efficient mobile solution for frontline workers.
• Zoom Workplace for Clinicians is a solution to streamline clinical workflows for in-person and telehealth visits.
• Contact center teams will gain access to AI-powered Auto Quality Management for automated scoring and Ask Quality Management for transcript queries through Advanced Quality Management.
• And even more, straight from our announcement at Enterprise Connect 2025.

Learn more about how we’re bringing our agentic AI vision to life and discover how Zoom can help you radically transform your workday for the better.?