Zoom has introduced a host of agentic AI features spanning Zoom Workplace, Zoom Phone, and Zoom CX. At the heart of these features lies workflow automation embedded into meetings, calls, chat, and contact centre interactions which triggers action across an enterprise’s systems.
The latest agentic AI enhancements support Zoom’s positioning as a facilitator of communication and collaboration within and between organisations to increase productivity, says GlobalData, furthers Zoom’s transformation, and enables it to stay competitive against aggressive rivals.
Other significant new capabilities include no-code AI agents that can interact with third-party tools – AI canvases that enable users to convert meeting conversations into documents, data analysis, and presentation slides – and enhancements to Zoom Revenue Accelerator including AI-driven coaching during sales calls.
“The bulk of the new capabilities reflect a trend in the sphere of team collaboration and contact centre: AI is moving from being used in silos to being leveraged on a far grander scale,” says Gregg Willsky, principal analyst, Enterprise Technology & Services at GlobalData. “AI is serving as connective tissue, threading sections of vendor platforms such as meetings, chat, and calling; establishing links between those platforms and third-party applications used across a business such as Salesforce; and integrating platforms from different vendors, making things possible such as joining a Zoom meeting with an external partner from a Cisco Webex device.”
The unifying theme among these scenarios is the distribution and exchange of data regarding operations, customers, suppliers, partners, and similar groups.
AI agents often act on that data, performing tasks and orchestrating workflows. These agents are increasingly proliferating, often created with relative ease by non-developers using low-code or no-code tools.
“Despite the promise of the agentic tools, the expanding reach of AI comes with a potentially heavy price,” says Willsky. “Compliance, confidentiality, and security issues among others, can proliferate when platforms are intra- and interconnected with data flowing across boundaries and AI agents manipulating and disseminating that data. Vendors have made assurances regarding the integrity of their platforms, but there remains a sense that these issues have not been adequately addressed. Vendors need to take a much deeper look.”
Viewed in their entirety, Zoom’s new capabilities advance a transformation that has been underway at the company over recent years. Zoom ignited a corporate renaissance with the October 2023 introduction of Zoom AI Companion, a GenAI-driven assistant that tackled tasks such as generating action items and meeting summaries. In 2024, Zoom AI Companion 2.0 was introduced, which surfaced information across the Zoom platform. AI Companion 3.0, launched in November 2025, brought agentic AI capabilities that work across the Zoom platform as well as compatible third-party integrations.
“Vendors in the team collaboration and contact centre space are engaged in an ‘arms race’ of sorts, rapidly stockpiling AI features – especially agentic AI features – on to their platforms. Zoom has done an admirable job of staying competitive against rivals,” says Willsky.