- Zoom Virtual Agent expands to Zoom Phone, enabling personalised support to automate routine calls across departments
- Zoom AI Companion can coordinate meetings with less user involvement
- Zoom Hub launched, a centralised content centre
- Zoom Team Chat adds AI Companion to mobile enabling document summaries without needing to open the file in the Zoom Workplace desktop app.
A 24/7 AI receptionist that does more than route calls
Zoom Communications, Inc. has created a new concierge use case for Zoom Virtual Agent (ZVA), now integrated with Zoom Phone, giving businesses a smarter way to answer calls and support callers. It provides an elevated concierge experience that goes beyond basic call answering services or auto-attendants.
Zoom frames it as “your newest front desk team member”, as the virtual concierge greets callers, speaks naturally, processes input, and initiates the most appropriate next step. From booking appointments to providing updates and routing to the right person without phone trees or long hold times, it helps organisations reduce missed calls and deliver a professional first impression.
“When someone calls your business, it should feel easy and personal from the first hello. By combining AI that can listen, understand, and take action with the reach of Zoom Phone, our concierge virtual agent provides seamless and personalized support to all callers,” said Smita Hashim, chief product officer at Zoom. “Whether a customer is calling to schedule an appointment, check an order status, or check product availability, Zoom’s concierge is available 24×7 and can deliver answers instantly, escalating to live employees only when needed. The result is a faster, more personalized, and more scalable experience for everyone.”
Administrators can deploy the concierge within minutes using a no-code configuration. By uploading documents or pointing to a website, teams can train the concierge to greet callers and respond to real-world questions. Built to work with diverse audiences, it supports natural, multilingual conversations currently in English, Spanish, French, German, Portuguese and Japanese, and is available 24/7 so callers get a fast, consistent experience any time of the day around the world.
ZVA concierge supports a wide range of use cases, including healthcare, by enabling patients to book appointments, and financial services by providing application updates or connecting callers to the right advisor with all the details already captured.
Zoom AI Companion Removes the Back-and-Forth
The AI Companion meeting scheduling skill uses agentic AI to eliminate the friction of finding a time that works for everyone, whether scheduling with colleagues or external partners. Instead of juggling calendars, tracking multiple time zones, and managing out-of-office notices, AI Companion instantly analyses these factors for the most convenient options. It prevents scheduling delays and missed opportunities, as it acts as a dedicated meeting coordinator, removing tedious back-and-forth, reducing the scheduling logistics headache.
Zoom’s new asset Hub
Zoom Hub, as a central destination within Zoom Workplace, works with AI Companion to help users create content efficiently, and bring together Zoom meeting recordings, meeting summaries, docs, whiteboards, clips, and more, eliminating the need to toggle or hunt for files.
Users can view their Zoom assets in one place and organise assets by folder, as well as create drafts with AI Companion in Zoom Hub, including Zoom docs or data tables, whiteboards, and clips.
Zoom Team Chat
When using Team Chat in the Zoom Workplace desktop app, users can now see a summary of a document by selecting the summarize icon when hovering over the file card without having to open the file, helping to save time.
The new agentic capabilities and enhancements are included at no additional cost with paid Zoom Workplace plans.
