Zoom expands agentic AI offerings

“Our strategy is to make sure that AI gets an adoption across the workplace,” says Jacob Pereira, Head of APAC Partners for Zoom.

As one of the most used communication tools during the COVID-19 pandemic, Zoom has continued to grow its capabilities to go beyond being just a video conference application. While communication is still in the DNA of Zoom, the app has now evolved to become the ideal work platform for everyone today through Zoom Workplace.

Zoom Workplace is an AI-powered collaboration platform that integrates various Zoom products into a single ecosystem to streamline communication, improve productivity, and increase employee engagement. It includes features like Team Chat, Phone, Mail & Calendar, Scheduler, Whiteboard, and AI Companion.

Zoom recently announced additional agentic skill across Zoom Workplace as it looks to deliver more AI capabilities to customers, as well as remain relevant to the growing competition from other communication platforms that are offering similar capabilities as well.

The agentic skills announced builds on the Zoom AI Companion tool which currently helps users save critical time in their day by surfacing and organizing tasks, enabling them to scale their work, taking notes for them during Zoom Meetings and in-person conversations, and much more, so they have time to focus on what matters most.

Staying ahead in the industry

So how does Zoom continue to remain a dominant player, especially with competitors ramping up their offerings with more AI capabilities as well?

Zoom still holds the largest market share when it comes to videoconferencing. According to statistics, in 2024, Zoom dominated the video conferencing market share. Its nearest competitor is Microsoft Teams and continues to mount pressure on Zoom by announcing its own AI capabilities as well.

According to Jacob Pereira, Head of APAC Partners for Zoom, a lot of customers know that Zoom just works from a video conferencing perspective. The intent now is to showcase even more capabilities that the platform offers.

For example, enhancing the employee experience through Zoom as the solution is capable of integrating the tools used at work. Pereira explained that the Zoom platform is capable of integrating through an application ecosystem that connects CRM tools and such. This is turn makes it easier for workplace management capabilities.

Zoom has announced plans to bring the benefits of its AI-first contact center to Salesforce’s Service Cloud Voice. This integration, planned to launch Summer 2025, is designed to simplify agent workflows, enhance productivity, and elevate every customer interaction—all within the Salesforce environment.

“We also have an app marketplace where there will be significant number of integrations where customers can look at. So, when you start looking at Zoom as a collaboration tool, it integrates specifically in that environment. Some customers will look at just using that as a single tool while some customers may look at using it as a co-exist strategy. We have flexibility for the customer to choose,” said Pereira.

On Zoom’s agentic AI capabilities, Pereira mentioned that this will be done with the business services in the Zoom Virtual Agent as well as in the Zoom Workplace area.

“We will be launching a product called AI Studio at the end of April, where customers will be able to set an administrator to create a specific workflow to help the Zoom Virtual Agent reduce the call overheads for a specific agent. For example, if a customer has a surge in calls but needs a specific agent to take the easier questions, this will be done by AI Studio. So, it's a big core that we will be focusing on in the coming months,” added Pereira.

Agentic AI capabilities at no extra cost

What makes Zoom’s AI offerings even more tempting is that Zoom is not imposing any additional costs to customers when releasing these updates.

For Pereira, this is the ultimate differentiator when it comes to comparing Zoom with other similar solutions available in the market today. In fact, Zoom’s affordability and compatibility is one the biggest reasons why the company remains successful today.

“Our strategy is to make sure that AI gets an adoption across the workplace. If you're going down the path of doing custom AI Studio, that would be a payable function. There is a cost element for AI Studio but what we're doing right now with Zoom AI Companion, for every paid subscriber, you have the ability to experience AI across the platform. That's a major differentiator because if you look at our competition, they have their own go-to-market strategies with AI and some of them have costs. So, from a TCO perspective, we remove that hurdle for our customers,” explained Pereira.

With Zoom AI Companion offered at no additional cost, Pereira also highlighted that Zoom witnessed about 68% increase in monthly active users in the last quarter.