Zoom integrates its AI concierge with Zoom Phone for automated call handling while launching new content management and meeting scheduling capabilities.
The Gist
AI concierge integration. Zoom Virtual Agent now supports call handling via Zoom Phone.
Streamlined automation. New features automate scheduling, content management and chat tasks.
Impact for admins.Business admins gain 24/7 multilingual AI support to reduce missed calls and improve efficiency.
Zoom Communications announced the integration of its Virtual Agent with Zoom Phone on Aug. 18, creating an AI concierge that can handle incoming calls around the clock. The company also introduced Zoom Hub for centralized content management and enhanced its AI Companion with agentic meeting scheduling capabilities.
The AI concierge aims to provide businesses with automated call handling that goes beyond basic routing. According to company officials, the system can book appointments, answer questions and connect callers to appropriate staff without requiring phone trees or putting callers on hold.
Business administrators managing phone systems and customer service
Healthcare, retail, manufacturing and financial services organizations
IT teams responsible for communications infrastructure deployment
What Is AI's Impact on Customer Service?
AI is rapidly transforming customer service from basic automation to sophisticated systems that match or exceed human capabilities in satisfaction and efficiency.
Zoom, known for its video conferencing platform that gained widespread adoption during remote work shifts, has been expanding its enterprise communications portfolio. The company offers cloud-based services spanning video, telephony and team collaboration tools.
The contact center industry is experiencing significant disruption as AI capabilities evolve beyond simple chatbots. According to industry reports, poor service experiences cost U.S. companies approximately $1.6 trillion annually through customer churn, driving adoption of AI solutions. Klarna's CEO reported equal customer satisfaction scores between AI agents and human agents, prompting a reduction in outsourced human support.
This shift reflects a broader trend where AI adoption has skyrocketed to 72% of companies globally. The technology enables businesses to anticipate customer needs while reducing operational complexity and costs. CRM platforms are integrating generative AI to transform static record-keeping into dynamic engagement systems.
For contact centers specifically, AI aims to enhance service speed, accuracy and personalization while automating workflows to free agents for complex interactions. CMSWire research indicates 73% of CX experts believe AI will significantly transform digital customer experience in the next 2-5 years.
Virtual Agent That Provides Personalized Customer Support
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 personalized support to all callers.
— Smita Hashim, Chief Product Officer at Zoom
Feature Breakdown of Zoom's Virtual Agent-Zoom Phone Integration
Zoom's latest updates focus on automation and efficiency across its platform:
Capability
Description
AI Phone Concierge
24/7 multilingual call handling with natural language support
No-code Deployment
Admin setup within minutes using document uploads or website links
Agentic Meeting Scheduling
AI analyzes calendars and time zones to coordinate meetings automatically
Zoom Hub
Central repository for meeting recordings, docs and whiteboards
Enhanced Team Chat
Mobile AI assistance and document summarization without opening files
GPT-5 Integration
OpenAI's latest model powers Zoom's agentic AI capabilities
Zoom’s AI Companion helps users schedule and coordinate meetings by analyzing availability and creating group chats to finalize times.Zoom
Zoom Communications Background
Zoom Video Communications primarily targets business and enterprise users seeking video conferencing and collaboration tools.
Platform Capabilities
The company offers a suite of unified communications products, including video meetings, webinars, cloud-based telephony and team chat. Its platform integrates with a range of third-party applications and supports features such as virtual backgrounds, meeting recording and real-time transcription. Zoom asserts its services are designed to support hybrid and remote work environments.
Market Focus
The company occupies a notable position in the enterprise communications market, serving organizations of various sizes across industries such as education, healthcare and professional services. Its typical customers include small businesses, large enterprises and educational institutions. Industry observers note that its platform became widely adopted during the global shift to remote work. Zoom's offerings are often compared with those from Microsoft, Cisco and Google.
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About the Author
Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:
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