Zoom Communications has expanded its AI-powered tools with new advancements including a 24/7 concierge service integrated with Zoom Phone, a centralized content hub, and enhanced AI features across Zoom Meetings and Team Chat. The newly integrated Zoom Virtual Agent now acts as a smart, virtual receptionist that does far more than simply answer calls or route them through traditional phone menus. It provides callers with a natural, personalized experience by understanding their needs, responding conversationally, and taking appropriate actions such as booking appointments, checking orders, or routing calls without long wait times or complicated navigation.
Smita Hashim, Zoom’s Chief Product Officer, explained that this concierge service aims to offer seamless and consistent support around the clock, only escalating calls to live employees when necessary. It is easily deployable through simple no-code setup, allowing businesses to train the agent by uploading documents or linking to websites. Supporting multiple languages including English, Spanish, French, German, Portuguese, and Japanese, the agent is designed to handle diverse audiences and reduce missed opportunities for organizations.
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This virtual concierge is applicable across many industries: in healthcare, it helps patients quickly connect with the right care while freeing up staff; in retail, it assists customers with product inquiries and scheduling pickups without human intervention; in manufacturing, it manages service requests and troubleshooting; and in financial services, it delivers personalized support by gathering client information and resolving requests or connecting them to advisors efficiently.
In addition to phone support, Zoom launched “AI Companion,” an intelligent meeting scheduling assistant that automates the entire process by analyzing calendars, time zones, and participants’ availability. It coordinates invitations, monitors responses in real time, and promptly suggests alternatives if changes occur, eliminating the tedious back-and-forth often involved in scheduling meetings.
To complement these AI-driven experiences, Zoom introduced Zoom Hub a centralized content management platform where users can organize and access Zoom assets like meeting recordings, summaries, documents, whiteboards, and clips in one place. Zoom Hub also integrates with AI Companion to help users efficiently create content and prepare for meetings.
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Zoom Team Chat received updates to enhance mobile usability and incorporate AI-generated message drafting and summarization features. Users can preview document summaries within chats, saving time by avoiding the need to open files fully.
Further strengthening its AI capabilities, Zoom announced it will integrate OpenAI’s GPT-5 into its AI stack to enhance agentic functionalities such as scheduling and conversation management.
These AI enhancements in Zoom Workplace come at no additional cost for paid subscribers, underscoring Zoom’s commitment to an AI-first collaboration platform that empowers teams to work more efficiently, stay in sync, and focus on meaningful tasks.
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