Zoom unveils AI upgrades for sales, service & event platforms
Zoom has announced a range of new artificial intelligence features for its Business Services portfolio aimed at improving customer journeys and supporting organisations' sales, service, and events operations.
The company detailed advancements to Zoom Customer Experience (Zoom CX), Zoom Revenue Accelerator (ZRA), and Zoom Events and Webinars. These builds on the firm's AI Companion 3.0 and AI-driven platform, designed to enhance every stage of customer interaction, from initial contact to ongoing support and engagement.
Customer experience focus
Chris Morrissey, General Manager of Zoom CX, said:
"Organisations today are under pressure to serve customers faster, personalise every interaction, and do more with less. By building on our agentic AI foundation, we're reimagining how service, sales, and events come together as part of a seamless customer journey. With these innovations, businesses can turn every interaction into an opportunity to strengthen relationships, grow revenue, and deliver lasting impact - all on the unified Zoom platform."
Zoom CX now features expanded agentic AI capabilities across various customer touchpoints and contact centre operations. The upgrades include enhanced automation of customer journeys, better tools to resolve customer issues, and features that support operational efficiency across teams.
Virtual Agent enhancements
Zoom Virtual Agent (ZVA) is extending its reach, including through integrations with Zoom Phone to offer 24/7 AI concierge services. The ZVA now supports new industry-specific functions. For example, Zoom Virtual Agent for Healthcare introduces templates, medical dictionaries, and electronic health record (EHR) integrations, aimed at supporting use cases such as patient intake, appointment scheduling, insurance verification, and post-visit follow-ups. The healthcare-focused solution is expected to be available in January 2026.
Zoom will also allow organisations to bring their own voice for the ZVA, enabling customisation via a simple upload of a preferred voice sample. This feature is designed to help brands deliver more memorable, consistent experiences and aims to enhance security and oversight. The rollout is planned for November 2025.
Automated Quality Management (AQM) for ZVA, anticipated later this year, will enable supervisors to review AI-agent conversations, score interactions, and monitor compliance. This oversight is intended to build trust in automation and ensure equal quality standards across human and virtual agents, with availability expected in January 2026.
New supervisor dashboard capabilities will grant real-time oversight into both live and virtual agent engagements, including options for supervisors to preview, listen in, or take over conversations. This feature is also scheduled for a January 2026 release.
Zoom Virtual Agent for Voice is set to integrate with Amazon Connect. The integration intends to improve autonomous resolution for complex calls, provide seamless handoffs to Amazon Connect with full conversational context, and reduce customer effort. This feature is expected by September 2025.
Contact centre insights and tools
CX Insights, launching December 2025, will provide leaders with natural-language querying for trending topics, AI-driven operational suggestions, and tools for collaborative analysis. The tool aims to democratise decision-making by reducing reliance on technical analysts.
AI-driven tools for agents and supervisors have also been added. Agentic AI Expert Assist, anticipated early next year, is designed to help support agents deliver more accurate answers and resolve issues quickly through context-sensitive recommendations. Skills-based configurations replace complex intent models to simplify deployment and scalability for supervisors.
Customer interaction records will also change significantly. Engagement Docs will allow records to include images, video, and AI-generated content that can be summarised or queried by AI Companion and shared across teams. This feature is expected in January 2026.
Live translation for both voice and video will enable real-time communication between agents and customers in their preferred supported languages. Agents will receive translated transcripts and live audio-to-audio translation, broadening access to diverse markets and customers. The feature is expected in January 2026.
Revenue tools for sales teams
Zoom is extending its AI support to the sales process through Zoom Revenue Accelerator. The platform will use agentic AI prospecting skills to automate pipeline generation, lead research, and personalised outreach. Features include personalised engagement and meeting scheduling, enabling sales representatives to focus on closing deals.
These enhancements build on the previously launched Zoom Auto Dialer for high-volume outbound prospecting within Zoom Phone and Revenue Accelerator. The agentic prospecting skill will be available from January 2026.
Event and webinar upgrades
Zoom has introduced updates for its Events and Webinars platform, including the Ask AI Companion Attendee Panel. This feature allows late attendees to access AI-generated summaries of sessions, reducing interruptions and improving participant engagement. Hosts can enable or disable this feature during a session.
Production Studio in the Cloud has been launched to support broadcast-quality events without dependency on local hardware. This cloud-based approach is designed to improve video processing, streaming efficiency, and reliability for large-scale events.
With these latest features, Zoom aims to help organisations deliver professional, distraction-free events while supporting seamless integration across all points of the customer journey, powered by its AI-first Business Services platform.
