Zoom has arrived in Las Vegas for Enterprise Connect this week with a clear message: AI that summarises isn’t enough.
The company has spent the past year building what it calls a “system of action”: a platform where meetings, calls, and customer interactions don’t just generate notes, but trigger real workflow automation across enterprise systems. Today’s announcements are the fullest expression of that vision yet, building on agentic capabilities first introduced at Enterprise Connect 2025 and accelerated through Zoomtopia last October.
Read More: Heading to the show floor? Check out Your Ultimate Guide to Enterprise Connect 2026: Navigate Vegas Like a Pro for the sessions, speakers, and trends you can’t miss.
Zoom AI Companion 3.0: From Assistant to Agent
At the centre of the announcement is the expanded rollout of AI Companion 3.0, now available across the full Zoom Workplace app, Zoom Business Services, and Workvivo. Previously limited to the browser, the upgrade leverages Zoom’s federated AI platform to connect conversations, enterprise data, and third-party applications. Monthly active users more than tripled year-over-year in Q4 — a sign that adoption is accelerating, not just available.
The more capable tier sits in the Custom AI Companion add-on. Organisations can build and deploy custom AI agents — without any coding — that act across systems including Salesforce, ServiceNow, Slack, Box, Google Drive, and OneDrive. Prebuilt agents for Sales, IT, and Marketing are ready out of the box. A personalisation and memory layer means the assistant adapts over time, learning from a user’s role, preferences, and working patterns to surface more relevant guidance.
Rounding out the Workplace update are new AI canvases — Zoom AI Docs, AI Sheets, and AI Slides. Teams can convert meeting conversations directly into structured documents, data models, and presentations without leaving the platform. Zoom is also launching Zoom AI Services, a suite of enterprise-grade APIs that opens its proprietary transcription, translation, summarisation, reasoning, and image-processing technologies to developers. It’s a signal that Zoom sees itself not just as an application vendor, but as an AI infrastructure layer — and it opens a new route to market through developer and partner ecosystems.
Zoom Phone and Workplace: AI in the Flow of Work
Zoom Phone, which now supports more than 10 million seats globally, gets a mobile-first overhaul. Its full AI feature set — previously web-only — is now available natively in the mobile dialler, keeping AI calling capabilities intact wherever work happens. Agentic workflows automate post-call tasks such as drafting emails and sending summaries, while expanded analytics in the Customer Engagement Pack help customer-facing teams prioritise high-value calls and track performance across calls and SMS.
The AI Receptionist (formerly AI Concierge) also gains SMS capability. It can now manage customer engagements by text — answering questions, collecting information, handling scheduling, and escalating to a human when needed — around the clock.
Within Zoom Workplace itself, a cleaner unified interface across desktop, mobile, and web reduces friction across the platform. AI Companion gets its own dedicated tab as a central work surface for real-time queries, writing, and workflow automation. A new Zoomie group assistant works across Zoom Rooms, Meetings, and Chat to keep teams aligned and on track. A new live voice translator enables real-time audio translation in meetings across five languages at launch, letting participants speak in their native language while others hear it in theirs.
Related: Zoom Claims AI Crown With Benchmark Victory Over OpenAI and Google
Zoom CX: Agentic AI Takes on the Contact Centre
Zoom’s contact centre business is growing fast. Zoom CX reports high-double-digit growth, with paid AI featuring in all of its top ten CX deals last quarter — pointing to competitive displacement against established CCaaS players rather than simple upsell within existing accounts.
New capabilities include Customer Workflow Orchestration, which lets organisations design and automate end-to-end customer journeys using natural language — no coding required. AI Expert Assist 3.0 brings real-time agentic guidance to the agent desktop, while CX Insights lets leaders query performance data in plain language. Also notable is deepfake risk detection — real-time identification of synthetic audio or video in meetings, with immediate alerts. With AI-powered identity fraud a growing enterprise concern, building detection natively into the platform will resonate with buyers in financial services and healthcare.
Zoom’s broader argument is that a unified platform spanning UCaaS and CCaaS removes the integration overhead that plagues multi-vendor environments — AI context flowing freely between employee collaboration and customer interactions.
Velchamy Sankarlingam, President of Product & Engineering at Zoom, said:
“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.”
