Zoom expands agentic AI platform to automate workflows across collaboration and CX

New capabilities introduce custom AI agents, workflow orchestration, and AI Companion expansion across Zoom Workplace, Zoom Phone and CX products.

Zoom Communications has expanded enterprise agentic AI platform to orchestrate workflows across collaboration and customer experience products.

The update introduces workflow automation capabilities across Zoom Workplace, Zoom Phone and Zoom CX.

This will help organisations automate tasks and trigger workflows directly from meetings, calls and customer interactions.

Zoom’s president of product and engineering, Velchamy Sankarlingam, 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.”

Enterprises often use AI tools to summarise conversations, but still rely on manual follow-through across disconnected systems.

Zoom said its agentic AI platform aims to close this gap by enabling conversations to automatically trigger actions across enterprise applications.

Expansion of AI companion

Zoom has also expanded Zoom AI Companion across the platform with the rollout of AI Companion 3.0.

Previously available primarily through web browser, the new version is being integrated across Zoom Workplace, Zoom Business Services and Workvivo.

According to the company, the upgrade connects conversations, enterprise data and applications to enable conversation-to-completion workflows.

Zoom said monthly active users of AI Companion have more than tripled year-over-year in the fourth quarter of FY26.

The company also introduced new capabilities for its Custom AI Companion add-on.

Organisations can build custom AI agents that retrieve insights, automate tasks and orchestrate workflows across third-party systems.

These integrations include enterprise platforms such as Salesforce, ServiceNow, Box, Google Drive and Microsoft OneDrive.

Organisations can deploy prebuilt agents for functions such as sales, IT and marketing, or build custom workflows without coding.

AI-powered collaboration and productivity

Zoom introduced AI collaboration tools including Zoom AI Docs, AI Sheets and AI Slides.

These tools allow teams to convert meeting conversations and insights into documents, data analysis and presentations directly within Zoom Meetings.

The company also announced Zoom AI Services, a suite of enterprise-grade AI APIs for speech, language, reasoning and image processing.

Developers can use APIs to integrate capabilities including transcription, translation and summarisation into applications.

Updates across Zoom Workplace and Phone

Zoom Workplace will also add agentic AI capabilities along with interface updates across desktop, mobile and web.

New features include an AI Companion tab, AI-powered chat with topic-based summaries and a “For You” prioritisation feature.

Zoom has also introduced a live voice translator for meetings, enabling participants to speak in their native language while others hear translations in their preferred language.

The platform also includes deepfake risk detection technology designed to detect synthetic audio or video in meetings and alert participants.

Zoom has expanded capabilities for Zoom Phone, which supports over 10 million seats globally.

New features include automated call summaries, post-call follow-ups and AI-driven insights across devices.

The company introduced SMS capabilities for the Zoom Virtual Agent AI receptionist, allowing organisations to handle customer interactions via text, collect information and escalate conversations to human agents when required.

Contact centre and sales automation

Zoom also announced new AI capabilities for its contact centre and revenue platforms.

These include AI Expert Assist 3.0 for the contact centre, which provides contextual guidance and automated task execution for agents.

The company will also introduce customer workflow orchestration that allows organisations to design and automate customer journeys across systems and channels using natural language.

Zoom said its customer experience business continues to see high double-digit growth, with paid AI included in each of the company’s top ten CX deals last quarter.