Agentic AI and virtual agent help capture more calls and opportunities

Zoom Communications, Inc. has announced a new concierge use case for Zoom Virtual Agent, now integrated with Zoom Phone, providing businesses a smarter way to answer calls and better support callers from the start. It also announced the release of Zoom Hub, a centralised content centre to help users organise, manage, and create Zoom assets, and enhanced AI features across Zoom Meetings and Team Chat to assist teams to work faster and stay aligned in real time.

Zoom Virtual Agent, now integrated with Zoom Phone, delivers an elevated concierge experience that goes beyond basic call answering services or auto-attendants. As your newest front desk team member, the 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 more 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 personalised 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 personalised, and more scalable experience for everyone.”

Admins can save time and avoid tech headaches by easily deploying the concierge within minutes using a no-code configuration. By uploading documents or pointing to a website, teams can quickly train the concierge to greet callers and respond to real-world questions. Built to work with diverse audiences, it supports natural, multilingual conversations in English, Spanish, French, German, Portuguese, and Japanese, with more on the way, and is available 24/7 so callers get a fast, consistent experience any time of the day.

Zoom Virtual Agent (ZVA) concierge supports a wide range of use cases, including Healthcare, Retail, Manufacturing, and Financial services.

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 all of these factors to surface the most convenient options.

Once a preferred time is selected, AI Companion takes over the coordination process, reaching out to invitees directly, sending meeting requests, and keeping a real-time pulse on responses, whether via email or Zoom Team Chat. If a proposed time no longer works, it immediately suggests an alternative, ensuring the conversation keeps moving and the meeting is confirmed quickly.

This end-to-end automation prevents scheduling delays and missed opportunities. AI Companion acts as a dedicated meeting coordinator, removing tedious back-and-forth, reducing scheduling errors, and giving teams more time to focus on the discussion itself, not the logistics.

Zoom Hub, now generally available, introduces a streamlined way for users to stay organised and take action across Zoom Workplace. As a central destination within Zoom Workplace, Zoom Hub works with AI Companion to assist users in creating content more efficiently, while also bringing together Zoom meeting recordings, meeting summaries, docs, whiteboards, clips, and more, eliminating the need to jump between tools or hunt for files.

• Stay organised by viewing your Zoom assets in one place and organising them by folder.
• Catch up and prepare for meetings easily by searching for files by meeting.
• Kickstart drafts with AI Companion in Zoom Hub, including Zoom docs or data tables, whiteboards, and clips.

Zoom Team Chat users can now work smarter on the go with AI Companion built right into the Team Chat compose bar and a refreshed mobile experience, making it more straightforward to draft messages and catch up on unread messages. When using Team Chat in the Zoom Workplace desktop app, users can now see a summary of a document by selecting the summarise icon when hovering over the file card without having to open the file, helping save more time.

Additionally, to enhance AI Companion’s capabilities in handling agentic tasks, such as meeting scheduling and translating conversations into actionable outcomes for users, Zoom will be among the first to integrate OpenAI’s GPT-5 into its AI stack.

Zoom AI Companion’s new agentic capabilities and enhancements help users save time in the workday and are included at no additional cost with paid Zoom Workplace plans. These updates reinforce Zoom’s commitment to building a truly AI-first collaboration platform that helps teams work faster, stay aligned, and focus on what matters most.