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The AI Transformation 100: 100 Concrete Ideas for Fixing How We Work
In Brief
- Zoom broadens agentic AI platform across Workplace, Phone and CX.
- No-code AI agents now orchestrate tasks and integrate third-party systems.
- Business leaders can expect streamlined operations and improved customer engagement through automation.
Zoom's latest platform expansion embeds agentic AI directly into meetings, calls and contact center interactions, turning conversations into automated enterprise workflows.
Zoom Communications, Inc. announced on March 10 the expansion of its enterprise agentic AI platform with new workflow orchestration capabilities across Zoom Workplace, Zoom Phone and Zoom CX. The release includes AI Companion 3.0 rolling out across Zoom Workplace, Zoom Business Services and Workvivo, with conversations automatically triggering actions across contact center and enterprise systems.
"The next phase of enterprise AI will be defined by the ability to move from conversation to action," said Velchamy Sankarlingam, president of product & engineering at Zoom. "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."
Table of Contents
- AI Companion 3.0: The Core Intelligence Layer
- Zoom Workplace: A Redesigned Work Surface
- Zoom Phone: Mobile-First and Post-Call Automation
- Zoom CX: Contact Center Gets an Agentic Upgrade
- New Developer Layer: Zoom AI Services
- Platform Capabilities Breakdown
- Zoom's Strategic Expansion
- Agentic AI Reshapes Enterprise Workflows
AI Companion 3.0: The Core Intelligence Layer
At the center of the announcements is AI Companion 3.0, rolling out across Zoom Workplace, Zoom Business Services, and Workvivo. Previously limited to web browser access, the upgraded companion now connects conversations, enterprise data, and third-party applications through an expanded federated AI platform.
Zoom reported that AI Companion Monthly Active Users more than tripled year-over-year in Q4 FY26.
Custom Agents and No-Code Workflow Building
Organizations can now build and deploy custom AI agents without writing code, using prebuilt templates for sales, IT and marketing functions or constructing their own. These agents can retrieve data, automate tasks and trigger workflows across third-party systems including Salesforce, Slack and ServiceNow.
Enterprise Data Connectors
Ten new secure enterprise search connectors allow AI Companion to pull from external platforms — including Salesforce, ServiceNow, Box, Google Drive, and OneDrive — and synthesize information across sources into actionable insights for individual users.
Personalization and Memory
AI Companion will now learn from user context such as role, preferences, and focus areas, adapting its recommendations over time rather than treating every session as a blank slate.
Zoom Workplace: A Redesigned Work Surface
The next generation of Zoom Workplace introduces both interface changes and new AI-native features intended to reduce the friction of managing multiple tools throughout the workday.
Simplified Interface and AI Tab
A cleaner, more consistent UI rolls out across desktop, mobile and web. AI Companion gets its own dedicated tab — a central workspace for queries, writing and workflow automation accessible without switching contexts.
AI-First Documents, Sheets and Slides
New AI canvas tools — Zoom AI Docs, AI Sheets, and AI Slides — allow teams to convert meeting conversations and insights directly into structured documents, data analysis and presentations without leaving the meeting environment.
Live Voice Translation
Real-time audio translation launches in five languages at release, allowing meeting participants to speak in their native language while others hear the output in their preferred language.
Deepfake Detection
A new security feature designed to detect synthetic audio or video in meetings will alert participants in real time.
Zoomie Group Assistant
A team facilitator called Zoomie works across Zoom Rooms, Meetings, and Chat to keep teams aligned during sessions, functioning as an in-meeting coordinator rather than just a passive recorder.
Zoom Phone: Mobile-First and Post-Call Automation
Zoom Phone, which the company says now supports more than 10 million seats globally, receives a set of updates focused on mobile usability and automated follow-through after calls conclude.
Agentic Post-Call Workflows
After a call ends, the system can automatically draft follow-up emails, send summaries, and execute tasks — closing the loop without requiring manual input from the caller.
SMS for AI Receptionist
The AI Receptionist (formerly AI Concierge) gains SMS capabilities, enabling the 24/7 virtual receptionist to handle customer text inquiries, collect information, support scheduling and escalate to a human agent when necessary.
New Mobile Experience
A redesigned Zoom Phone Mobile app lets users make business calls directly from their phone's native dialer while retaining AI-powered calling features, addressing a longstanding friction point for field and mobile workers.
Zoom CX: Contact Center Gets an Agentic Upgrade
Zoom's contact center platform sees some of the most substantive changes announced, with Zoom Virtual Agent 3.0 and a range of new tools aimed at reducing resolution times and surfacing real-time intelligence for agents and supervisors.
AI Expert Assist 3.0
The updated Expert Assist functions as an active collaborator during customer interactions, providing agents with contextual guidance, orchestrating tasks and automating execution steps — rather than simply surfacing knowledge base articles after the fact.
CX Insights: Natural Language Analytics
Business and CX leaders can now ask questions about contact center performance in plain language and receive reasoned responses drawn from interaction transcripts, operational data, and CX metrics — removing the need to build custom reports for routine analysis.
Customer Workflow Orchestration
Organizations can design and automate customer journeys across systems, channels, and teams using natural-language workflow creation. Workflows can be triggered by contact center events or signals from enterprise systems such as CRM or ERP platforms.
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Revenue Accelerator Enhancements
Within Zoom Revenue Accelerator, a new AI Sales Assist feature delivers real-time coaching during sales calls, surfacing competitive insights and suggested next actions. A companion feature called Ask ZRA enables revenue leaders to analyze calls and deals through conversational queries.
New Developer Layer: Zoom AI Services
Alongside the product announcements, Zoom introduced Zoom AI Services — a suite of enterprise-grade APIs covering speech, language, reasoning, transcription, translation, summarization and image processing. The APIs expose the same underlying AI technologies that power Zoom's own products, giving developers a path to build on the same infrastructure.
Platform Capabilities Breakdown
The expansion introduces features across Zoom's product portfolio:
| Capability | Description |
|---|---|
| Custom AI agents | No-code orchestration with prebuilt agents for Sales, IT and Marketing |
| Enterprise connectors | 10 secure search connectors for Salesforce, ServiceNow, Box and others |
| AI Expert Assist 3.0 | Real-time agentic AI layer for contact center agents |
| Deepfake detection | Security technology detecting synthetic audio or video |
| CX Insights | Natural-language queries for customer journey analytics |
Zoom's Strategic Expansion
Zoom executed an aggressive AI-first transformation throughout 2025-2026, expanding beyond video meetings into comprehensive enterprise collaboration and customer experience capabilities. The company launched AI Companion 3.0 in September 2025, introducing custom AI agents through Zoom AI Studio, cross-platform support for Microsoft Teams and Google Meet, and Model Context Protocol connections to internal knowledge bases.
In December 2025, the company launched the general availability release with a federated AI model stack combining its own large language models with OpenAI, Anthropic and Nvidia Nemotron technologies. Strategic acquisitions strengthened Zoom's enterprise position, including its November 2025 acquisition of BrightHire, an AI-powered hiring intelligence platform.
Agentic AI Reshapes Enterprise Workflows
Agentic AI systems can support customer experience workflows by enabling autonomous end-to-end execution rather than simple question-and-answer interactions. Unlike traditional chatbots, these systems reason, plan and execute complex multi-step tasks independently across enterprise systems.
Key applications in contact centers include autonomous customer service chatbots handling complex inquiries end-to-end, intelligent call routing based on customer intent and real-time coaching for human agents during interactions. Gartner predicted that by 2029, AI in contact centers will independently handle 80% of routine customer service inquiries.
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