Zoomtopia 2025: Zoom Bets on Agentic AI to Redefine Workplace and CX
(San Jose, CA) September 17-18, 2025 – Zoom (NASDAQ:ZM) positioned its ninth Zoomtopia conference on agentic AI for workplace collaboration and customer experience (CX). The headline announcement was AI Companion 3.0, an agentic AI assistant that connects users across the Zoom platform (spanning both Zoom Workplace and Zoom Business Services). Simply put, this companion is a conversational assistant that can both make suggestions to you and take actions on your behalf across the Zoom platform. For CX, significant announcements included deeper partnerships with Salesforce and ServiceNow, alongside the release of Zoom CX Insights (a conversational intelligence tool for customer data). Upgrades to Zoom Virtual Agent, Agentic AI Expert Assist, Automated Quality Management, and Agentic Prospecting for Zoom Revenue Accelerator were also highlighted.
AI Companion 3.0 Launch
AI Companion 3.0 epitomizes Zoom’s brand shift from a “meetings‑first vendor” to a broader “AI automation platform that has specialization in workplace collaboration.” Beyond attending meetings, taking notes, and capturing action items (including on third‑party platforms such as Microsoft Teams and Google Meet), AI Companion 3.0 introduces “free up my time” capabilities. These capabilities analyze calendars, agendas, and meeting materials to recommend which meetings to skip, provide preparation prompts, and generate meeting agendas.
Importantly, AI Companion 3.0 can act upon these requests, too, saving the user time; for example, if AI Companion 3.0 sees that you have two overlapping meetings in your calendar, it can analyze the agendas and attendees, recommend which one you can safely skip, and then automatically send a polite note to the organizer to decline on your behalf. General availability for AI Companion 3.0 is November 2025. Other notable Workplace updates included photorealistic avatars (targeted for December 2025) and real‑time translation that allows participants to hear meetings in their preferred language without a human interpreter.
Image: Zoom’s “Zoomnoculars” product portfolio. Source: Marlin Communications
Zoom CX Partnership Updates
In the CX space, Zoom has expanded its collaboration with Salesforce and ServiceNow. Within Salesforce Service Cloud, Zoom will surface call transcription, routing, and AI assistant capabilities natively so that service agents can remain in Salesforce while using Zoom’s communications and AI features.
With ServiceNow, Zoom announced an agent‑to‑agent integration that enables Zoom AI Companion and ServiceNow’s Now Assist Agents to exchange information. From within the Zoom AI Companion interface, users can create and manage ServiceNow incidents based on Zoom conversation context and search or summarize ServiceNow knowledge base resources. General availability for the ServiceNow integration is expected in December 2025.
CX Insights and Additional Announcements
Zoom introduced CX Insights, a solution designed to provide business intelligence from customer data through a conversational interface. CX Insights aims to:
- Offer CX leaders, managers, and supervisors a unified overview of performance and trends.
- Identify churn risks, opportunities for product improvement, process bottlenecks, and areas for optimization.
- Provide guidance to address churn, enhance self-service, and support customer satisfaction.
CX Insights integrates data from live and virtual agents as well as quality management (QM) and workforce management (WFM), to present an end-to-end perspective on the customer journey. General availability is planned for Q4 2025.
Upgrades across Zoom’s CX suite were also announced for:
- Zoom Virtual Agent (ZVA), continuing its transition to agentic automation. New capabilities include “bring your own voice,” allowing organizations to deploy a branded, on-voice experience for more consistent conversational interactions. Zoom also previewed industry-specific options for healthcare, including agent templates, custom medical dictionaries, and electronic health record (EHR) integrations tailored to clinical and administrative workflows; such workflows include patient intake, scheduling, insurance verification, and post-visit follow-ups. Additional elements include a supervisor dashboard, integration of ZVA for Voice with Amazon Connect, and autonomous scheduling and feedback collection via Zoom Surveys and Zoom Scheduler. These ZVA capabilities are expected in January 2026.
- Zoom highlighted Cricut as a customer case study for ZVA, reporting a 90% reduction in call abandonment, an 89% decrease in wait times, and resolution of 50% of inquiries via the virtual agent.
- Agentic AI Expert Assist, which can take context from a session, reason over that context, and execute workflows on the user’s behalf with oversight. These workflows move beyond traditional “next best action” prompts, now offering the completion of actions, too.
Image: Demo of Zoom’s AI Expert Assist solution. Source: Thomas Randall, screenshot taken at Zoomtopia 2025. - Automated Quality Management (AQM), extending quality oversight across both virtual and live agent interactions. Through a new dashboard, supervisors can review transcripts, automatically score engagements, and analyze performance trends across AI‑agent conversations, with the intent of standardizing evaluation criteria and closing coaching loops faster.
- Agentic Prospecting for Zoom Revenue Accelerator, aimed at revenue teams. The new capability applies AI to the front end of the sales cycle by scanning event lists and other lead sources, identifying high‑potential prospects, initiating personalized outreach across email and SMS, and scheduling initial touchpoints. Availability is targeted for January 2026.
A full list of Zoomtopia 2025 announcements can be found in the below image.
Image: Zoomtopia 2025 product announcements. Source: Thomas Randall, screenshot taken at Zoomtopia 2025.
Our Take
Zoom has rapidly evolved its entire platform and product portfolio over the past five years. The unveiling of AI Companion 3.0 represents a strategic progression for Zoom into a comprehensive AI‑powered work surface, with specializations across enterprise productivity and CX lifecycles. AI Companion’s new agentic design signals Zoom’s commitment to AI automation that both advises and executes, aiming to transform conversations into actionable business intelligence and workflow completions.
Following Zoomtopia’s announcements, three elements stand out for why organizations would consider adopting or scaling with Zoom.
- Cross‑platform intelligence: AI Companion 3.0 is designed to operate beyond Zoom’s walls, with support for Microsoft Teams, Google Meet; moreover, through Model Context Protocol (MCP), AI Companion 3.0 could potentially operate with other enterprise applications, which gives Zoom an interoperability edge.
- Context‑aware retrieval: Zoom is explicitly combining enterprise knowledge with external data sources, enabling richer reasoning.
- Proactive task management: by autonomously suggesting and performing actions such as scheduling, incident creation, or follow‑ups, Zoom is positioning itself as a true orchestration layer.
For organizations exploring the CX technology market, Zoom’s core differentiators now include:
- Unified work surface with CX: Zoom’s bet is that one agentic layer can orchestrate both knowledge work and customer interactions, reducing context switching and accelerating adoption via familiar UI.
- Interoperability posture: Cross‑platform meeting support plus protocol‑level signals (e.g. MCP/A2A) position Zoom to participate in heterogeneous tech stacks without demanding immediate consolidation (especially for organizations already using enterprise platforms, like ServiceNow or Salesforce).
- Agentic execution vs. recommendation: Zoom emphasizes AI that completes tasks under oversight (Expert Assist, ZVA autonomy, ZRA prospecting), not just suggesting them.
However, the governance challenge for agentic AI remains significant. Many organizations are not yet ready for the implications of automation tools that perform tasks rather than simply suggesting them. Governance structures around auditability, reversibility, and human-in-the-loop oversight will be critical. Agentic AI often touches multiple systems (meetings, CRM, contact center – all seen in Zoom’s partnership announcements); consequently, data flow mapping and retention alignment with enterprise and regulatory standards must be considered mandatory. CIOs should anticipate intensified compliance scrutiny, especially in regulated industries. Enterprises that build oversight frameworks early will be best positioned to adopt Zoom’s agentic features with confidence.
All this to say, do not jump into solutions like AI Companion 3.0 headfirst. Pilot these tools in meeting-intensive and service-intensive groups, with clear KPIs for productivity and CX outcomes. For some examples, leverage AQM to create consistent quality baselines across human and AI interactions. Exploit ServiceNow and Salesforce integrations to minimize context switching, but design data flows and guardrails deliberately. Normalize taxonomies and establish metadata standards early to ensure CX Insights produces reliable results. Finally, benchmark vendor promises against your baselines, measuring abandonment rates, resolution, CSAT, and override frequency before scaling.
Zoomtopia 2025 signals that Zoom is “all in” on agentic AI. For CIOs, the opportunity is compelling but contingent on execution discipline, integration design, and governance maturity. Enterprises that prepare thoughtfully stand to gain meaningful productivity and CX advantages, but those unready for agentic governance risk automating chaos rather than creating clarity.
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