Zoom, ServiceNow Elevate Employee and Customer Experiences With AI Integration

Zoom and ServiceNow have announced a new integration that brings together Zoom CX with ServiceNow’s CRM and IT Service Management (ITSM) solutions.  

The announcement, made during ServiceNow’s Knowledge 2025 event, aims to elevate customer support capabilities through enhanced automation and intelligence.  

“This integration unites the power of Zoom’s AI-first omnichannel contact centre platform with ServiceNow’s CRM and Industry workflows, bringing voice, video, and digital interactions directly into the flow of work for service teams, making the experience more seamless and robust,” said Kentis Gopalla, Head of Product for Zoom CX.  

“This partnership underscores our commitment to providing solutions that drive business success and simplify customer and employee interactions.” 

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What are the benefits, and how will it work?

Zoom says the integration will allow ServiceNow Workspace agents to manage every interaction (voice, video, or chat) without leaving the platform.  

Instead of toggling between systems, agents can focus on the customer, supported by real-time access to CRM data, interaction history, entitlements, and open cases. 

“Customer experiences should be easy, personalised, and fast—not stalled by disconnected systems or unhelpful bots,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. 

“With ServiceNow CRM and Zoom CX coming together in one unified experience, we’re eliminating the need to swivel between tools and giving CX teams the context, data, and AI they need to resolve issues faster and create deeper customer connections.” 

Zoom’s AI-first quality management can automatically score every customer interaction and generate coaching opportunities for continuous optimisation. 

Combined with ServiceNow’s Industry workflows, agents can contextualise their work, trigger the right processes, resolve issues faster, and deliver a more tailored experience, whether it’s helping a patient reschedule an appointment, a banking client check on a loan application, or a retailer process a return. 

The integration will be available later this year through the ServiceNow Store. 

Wider industry trends

Adopting AI-first strategies in customer service has gained significant traction in recent years, with several big names investing heavily in the technology.  

Last week, the BBC announced a £40 million contract with Serco to incorporate AI in handling viewer complaints. The aim is to improve efficiency while maintaining human oversight.  

Zurich Insurance Group also implemented an AI-powered CRM system that centralises customer data and provides agents with tailored product recommendations. The company says this has reduced service times by over 70 percent.