Zoom unveils AI-first work platform innovations

At Zoomtopia 2024 Zoom Video Communications unveiled new AI-first work platform innovations for Zoom Workplace and Zoom Business Services that will transform team communication, collaboration, and productivity and help customers get more done.

Zoom’s mission is to deliver an AI-first work platform for human connection, the company said. Individuals and teams can then focus on engaging, connecting, and delivering creative and insightful work. Zoomtopia 2024 announcements include the Zoom AI Companion 2.0, a new add-on option to customise and personalise AI Companion, Zoom Tasks to help users take action across Zoom Workplace, and enhanced employee and customer experience innovations underpinned by AI.

“At Zoom, we’re not just reimagining communication—we’re revolutionising the entire work experience. Our vision is to create an AI-first work platform for human connection that empowers teams to achieve more than ever,” said Eric S. Yuan, founder and CEO of Zoom. 

“With AI Companion already enhancing productivity, we are helping our customers transform the way they work. This is more than an evolution; it’s a complete overhaul of how we get things done in the digital age.”

Zoom AI Companion 2.0

Source: Zoom. Zoom AI Companion 2.0 at work.

New capabilities include persistence, additional context, and advanced synthesis, as well as the ability to act on behalf of the user. AI Companion 2.0 will be available in the coming weeks at no additional cost with paid services in Zoom Workplace accounts.

A new optional add-on will provide expanded data access to apps beyond Microsoft and Google email and calendar services and additional company data sources, offering additional customisation and search capabilities. Custom AI Companion add-on will be available for US$12 per user per month and is planned to launch in 1H25.

Zoom Workplace advancements

New Zoom Workplace innovations include an AI-first product, Zoom Tasks, which will use AI Companion to help detect, recommend, and complete tasks for a user based on conversations from across Zoom Workplace. There are also Zoom Phone AI-first enhancements, including real-time queries, which will provide summaries of Zoom Phone calls as they happen and automated Zoom Phone voicemail greetings from the user's voiceprint that are tailored to the user’s calendar events. These Zoom Workplace enhancements are included at no added cost with the paid services in Zoom Workplace accounts.

In-person experiences

Zoom further announced AI Companion for in-person meetings, which provides meeting summaries and action items via the Zoom Workplace app on a mobile device. For in-office meetings, AI Companion is expanding within Workspace Reservation to recommend what days employees should go into the office based on when their teammates are there, and recommend rooms based on location and size.

Employee engagement

New AI-first employee engagement solutions that help foster connection include AI Companion for Workvivo, which helps keep employees informed, engaged, and connected by creating content faster, and Workvivo Employee Insights, which helps measure employee engagement, happiness, and performance.

Zoom Customer Experience

Zoom also  introduced enhancements to self-service solutions and improved agent and management support features to help provide world-class customer experiences.