Zoom expands AI agent to phone, launches hub & boosts AI tools

Zoom has announced the expansion of its AI-powered Virtual Agent to Zoom Phone, as well as the launch of Zoom Hub and enhancements to its AI capabilities across Zoom Workplace.

Virtual Agent on Zoom Phone

The Zoom Virtual Agent is now integrated with Zoom Phone for users in supported regions, enabling a concierge experience that aims to improve the way businesses handle incoming calls. The feature moves beyond typical call routing, allowing callers to interact with an AI-driven receptionist capable of handling routine queries, booking appointments, and directing calls appropriately.

The solution is described as a 24/7 AI receptionist which processes input, responds naturally, and initiates next steps as required by the caller's needs. This capability is intended to reduce missed calls and help organisations make a better first impression during customer interactions.

"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. 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," says Smita Hashim, Chief Product Officer, Zoom.

Admins can deploy the concierge via a no-code configuration, enabling businesses to upload documents or pointedly direct the virtual agent to websites in order to train it. The system supports natural, multilingual conversations in English, Spanish, French, German, Portuguese, and Japanese, with further languages in development. The ability to respond to questions around the clock delivers a consistent experience for callers at any time.

Zoom Virtual Agent concierge supports industries such as healthcare, retail, manufacturing, and financial services. For example, healthcare providers can use it to field patient queries and book appointments, while retailers can check product availability and schedule pickups. Manufacturers and service providers can capture requests or guide troubleshooting, and financial services can gather client information and direct them to the proper adviser.

Agentic AI for meeting scheduling

Zoom announced enhancements to its AI Companion, which now provides automated meeting scheduling capabilities. The AI Companion analyses calendars, time zones, and out-of-office notices to suggest available meeting times, sends invitations, and tracks responses on behalf of the user.

The AI-driven meeting scheduler is aimed at eliminating manual back-and-forth processes, reducing scheduling conflict errors, and freeing teams to focus on actual meetings rather than logistics. If schedules change, the AI Companion suggests alternatives and ensures meetings are confirmed quickly.

Zoom Hub centralises content

Zoom Hub is now generally available, functioning as a workspace within Zoom Workplace. It brings together meeting recordings, summaries, documents, whiteboards, and other assets, with tools for organisation by folder and the ability to create new assets directly in the hub. The Hub works alongside AI Companion to boost productivity, including features such as generating content drafts for meetings or projects.

Users can search for assets by meeting, prepare for upcoming meetings, and use AI tools to draft materials quickly, reducing the time spent managing disparate files across different systems.

AI improvements for Team Chat

Additional changes have been made to Zoom Team Chat, with AI Companion now integrated into the mobile user experience. This allows users to draft messages or receive document summaries without having to open the underlying files. AI-driven quick summaries are also accessible from the desktop application, streamlining catch-up processes in workplace communications.

In line with Zoom's AI development, Zoom will also be integrating OpenAI's GPT-5 into its AI stack to further improve agentic tasks such as meeting scheduling and translating conversations into actionable outcomes.

All new AI Companion features are included at no extra cost for users with paid Zoom Workplace plans. These updates are aimed at increasing collaboration efficiency and enabling users to stay aligned on work tasks.

While the Zoom Virtual Agent for Phone is not currently available in Australia, the launch of Zoom Hub and enhanced AI features are accessible within the region. The company continues to focus on developing accessible digital workplace capabilities powered by AI for users across different markets.