Zoom is stepping up its enterprise AI platform. On March 11, 2026, the company announced updates to its agentic AI platform to automate workflows across Zoom Workplace, Zoom Phone, and Zoom CX.
These enhancements extend Zoom’s “system of action” for modern work, allowing organisations to automate tasks, trigger cross-system processes, and convert meetings, calls, and customer interactions into tangible business outcomes.
Many businesses struggle with AI that only summarises conversations, leaving employees to follow up manually across fragmented systems. Zoom’s agentic AI tackles that problem by embedding automation directly into meetings, calls, chats, and contact centre interactions.
“The next phase of enterprise AI will be defined by the ability to move from conversation to action,” said Velchamy Sankarlingam, president of Product and Engineering at Zoom. “Our platform turns every meeting, call, and customer interaction into a trigger for workflow automation.”
The latest platform enhancements are wide-ranging. Organisations can now utilise custom or prebuilt AI agents with no-code orchestration, create workflows in natural language, and connect to new third-party systems with ten secure enterprise search connectors.
AI-first productivity apps such as Docs, Sheets, and Slides now integrate directly into meetings. On the other hand, features such as live voice translation, CRM-triggered call automation, and AI Expert Assist 3.0 for contact centres provide additional real-time functionality.
Zoom is also expanding AI Companion 3.0 across Workplace, Business Services, and Workvivo. This updated version utilises a federated AI platform to securely connect conversations, enterprise data, and applications, with adoption surging (monthly active users tripled year-on-year in Q4 FY26)
The Custom AI Companion add-on provides organisations the ability to build tailored AI agents to perform tasks such as retrieving insights or orchestrating workflows across platforms like Salesforce, Slack, and ServiceNow.
Prebuilt agents are available for sales, IT, and marketing, while integrations with Box, Google Drive, and OneDrive make enterprise data easier to access and act on. The AI also learns from user context to personalise recommendations.
New AI-first work apps—Zoom AI Docs, AI Sheets, and AI Slides—turn meeting insights into documents, analyses, and presentations in real time. Zoom AI Services offers enterprise-grade APIs for speech, language, reasoning, and image processing, empowering developers with the tech behind Zoom’s products.
In the next-generation Zoom Workplace, agentic AI pairs with a simplified interface across desktop, mobile, and web. Highlights include a dedicated AI Companion tab for queries and automation; Zoomie, a team facilitator for meetings and chat; AI-first Chat with custom agents and summaries; live voice translation in five languages (more soon); and deepfake detection for meetings.
Zoom Phone, now supporting over 10 million seats globally, gains agentic workflows that auto-generate CRM records, emails, or SMS; SMS for its Virtual Agent AI Receptionist; a mobile-first design; and an expanded Customer Engagement Pack with AI insights for prioritising calls.
Zoom CX and Revenue Accelerator introduce AI Expert Assist 3.0 for real-time agent support. Additional features introduced include CX Insights for natural-language queries on performance, customer workflow orchestration, auto quality management for virtual agents, and AI Sales Assist for sales coaching. Zoom Customer Experience reports high-double-digit growth, with paid AI in all top ten CX deals last quarter.
For more on these Enterprise Connect announcements, including availability, check Zoom’s newsroom or visit booth #508 for demos.
Zoom, founded in 2011 and headquartered in San Jose, California, powers modern work from meetings to contact centres with AI Companion assistance.
