Latest news with #ZoomVirtualAgent
Mid East Info
19 hours ago
- Business
- Mid East Info
24/7 concierge: Zoom's agentic AI and virtual agent now extends to Zoom Phone, helping businesses capture more calls and opportunities
Zoom Virtual Agent expands to Zoom Phone, enabling a new concierge use case that delivers personalized support with agentic concierge capabilities to automate routine calls and streamline frontline service across departments Zoom AI Companion enhances agentic scheduling to coordinate meetings end-to-end, finding the best time, contacting attendees, tracking responses, and recommending next steps without the back-and-forth Zoom Hub launches, providing a centralized workspace to create, find, and manage Zoom files Zoom Team Chat adds AI Companion to mobile for easier catch-up, and quick document summaries without needing to open the file in the Zoom Workplace desktop app, saving time and boosting productivity August, 2025 — Zoom Communications, Inc. (NASDAQ: ZM) today announced a new concierge use case for Zoom Virtual Agent, now integrated with Zoom Phone, giving businesses a smarter way to answer calls and better support callers from the start. Zoom also announced the launch of Zoom Hub, a centralized content center to help users organize, manage, and create Zoom assets, and enhanced AI features across Zoom Meetings and Team Chat to help teams work faster and stay aligned in real time. A 24/7 AI receptionist that does more than route calls Zoom Virtual Agent, now integrated with Zoom Phone, provides an elevated concierge experience that goes beyond basic call answering services or auto-attendants. As your newest front desk team member, the concierge greets callers, speaks naturally, processes input, and initiates the most appropriate next step. From booking appointments to providing updates and routing to the right person without phone trees or long hold times, it helps organizations reduce missed calls and deliver a more professional first impression. The new concierge capability for Zoom Phone helps organizations never miss a call. '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,' said Smita Hashim, chief product officer at Zoom. '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 personalized, and more scalable experience for everyone.' Admins can save time and avoid tech headaches by easily deploying the concierge within minutes using a no-code configuration. By uploading documents or pointing to a website, teams can quickly train the concierge to greet callers and respond to real-world questions. Built to work with diverse audiences, it supports natural, multilingual conversations in English, Spanish, French, German, Portuguese, and Japanese, with more on the way, and is available 24/7 so callers get a fast, consistent experience any time of the day. Zoom Virtual Agent (ZVA) concierge supports a wide range of use cases, including: Healthcare: In fast-paced care settings, ZVA concierge can help patients get connected with the care they need quickly. It can route calls to the right department, answer common questions like 'Are you accepting new patients?', and let patients book appointments by phone, even after hours, freeing staff to focus on care delivery. Retail: When customers call with specific needs like finding the right product for a project or checking if an item is in stock, ZVA concierge can answer their questions, confirm if an item is in stock (even down to the aisle), schedule pickup, and more, all without requiring human assistance. Manufacturing: For companies juggling service requests and product support, ZVA concierge can capture customer requests, guide them through troubleshooting over the phone, and direct them to the right team, day or night, without manual intake. Financial services: Personalized service is critical in financial conversations. ZVA concierge can greet clients, gather information about why they're calling, and resolve the request on the spot, like providing application updates, or connect them to the right advisor with all the details already captured, reducing wait times while providing a high-touch experience. The Zoom Virtual Agent phone concierge capability is available today. To learn more or request a demo, visit Agentic meeting scheduling without the back and forth: The AI Companion meeting scheduling skill uses agentic AI to eliminate the friction of finding a time that works for everyone, whether scheduling with colleagues or external partners. Instead of juggling calendars, tracking multiple time zones, and managing out-of-office notices, AI Companion instantly analyzes all of these factors to surface the most convenient options. AI Companion handles meeting scheduling on your behalf. Once a preferred time is selected, AI Companion takes over the coordination process, reaches out to invitees directly, sends meeting requests, and keeps a real-time pulse on responses, whether via email or Zoom Team Chat. If a proposed time no longer works, it immediately suggests an alternative, ensuring the conversation keeps moving and the meeting is confirmed quickly. This end-to-end automation prevents scheduling delays and missed opportunities. AI Companion acts as a dedicated meeting coordinator, removing tedious back-and-forth, reducing scheduling errors, and giving teams more time to focus on the discussion itself, not the logistics. A new asset hub to stay organized and work efficiently Zoom Hub offers one central place to find, organize, and create content across Zoom Workplace. Zoom Hub, now generally available, introduces a streamlined way for users to stay organized and take action across Zoom Workplace. As a central destination within Zoom Workplace, Zoom Hub works with AI Companion to help users create content more efficiently, while also bringing together Zoom meeting recordings, meeting summaries, docs, whiteboards, clips, and more, eliminating the need to jump between tools or hunt for files. Stay organized, with the ability to view your Zoom assets in one place and organize assets by folder. Catch up and prepare for meetings easily by searching for files by meeting. Kickstart drafts with AI Companion in Zoom Hub, including Zoom docs or data tables, whiteboards, and clips. A chat experience that works smarter with AI Zoom Team Chat users can now work smarter on the go with AI Companion built right into the Team Chat compose bar and a refreshed mobile experience, making it easier to draft messages and catch up on unread messages. When using Team Chat in the Zoom Workplace desktop app, users can now see a summary of a document by selecting the summarize icon when hovering over the file card without having to open the file, helping save more time. Additionally, to help improve AI Companion's ability to handle agentic tasks like meeting scheduling and translating conversations into actionable outcomes for users, Zoom will be among the first to integrate OpenAI's GPT-5 into its AI stack. Zoom AI Companion's new agentic capabilities and enhancements help users save time in the workday and are included at no additional cost with paid Zoom Workplace plans. These updates reinforce Zoom's commitment to building a truly AI-first collaboration platform that helps teams work faster, stay aligned, and focus on what matters most. About Zoom: Zoom's mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom's open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom's Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at
Techday NZ
2 days ago
- Business
- Techday NZ
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.
Business Upturn
2 days ago
- Business
- Business Upturn
24/7 concierge: Zoom's agentic AI and virtual agent now extends to Zoom Phone, helping businesses capture more calls and opportunities
Zoom Virtual Agent expands to Zoom Phone, enabling a new concierge use case that delivers personalized support with agentic concierge capabilities to automate routine calls and streamline frontline service across departments Zoom AI Companion enhances agentic scheduling to coordinate meetings end-to-end, finding the best time, contacting attendees, tracking responses, and recommending next steps without the back-and-forth Zoom Hub launches, providing a centralized workspace to create, find, and manage Zoom files Zoom Team Chat adds AI Companion to mobile for easier catch-up, and quick document summaries without needing to open the file in the Zoom Workplace desktop app, saving time and boosting productivity SAN JOSE, Calif., Aug. 18, 2025 (GLOBE NEWSWIRE) — Zoom Communications, Inc. (NASDAQ: ZM) today announced a new concierge use case for Zoom Virtual Agent, now integrated with Zoom Phone, giving businesses a smarter way to answer calls and better support callers from the start. Zoom also announced the launch of Zoom Hub, a centralized content center to help users organize, manage, and create Zoom assets, and enhanced AI features across Zoom Meetings and Team Chat to help teams work faster and stay aligned in real time. A 24/7 AI receptionist that does more than route calls Zoom Virtual Agent, now integrated with Zoom Phone, provides an elevated concierge experience that goes beyond basic call answering services or auto-attendants. As your newest front desk team member, the concierge greets callers, speaks naturally, processes input, and initiates the most appropriate next step. From booking appointments to providing updates and routing to the right person without phone trees or long hold times, it helps organizations reduce missed calls and deliver a more professional first impression. '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,' said Smita Hashim, chief product officer at Zoom. '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 personalized, and more scalable experience for everyone.' Admins can save time and avoid tech headaches by easily deploying the concierge within minutes using a no-code configuration. By uploading documents or pointing to a website, teams can quickly train the concierge to greet callers and respond to real-world questions. Built to work with diverse audiences, it supports natural, multilingual conversations in English, Spanish, French, German, Portuguese, and Japanese, with more on the way, and is available 24/7 so callers get a fast, consistent experience any time of the day. Zoom Virtual Agent (ZVA) concierge supports a wide range of use cases, including: Healthcare: In fast-paced care settings, ZVA concierge can help patients get connected with the care they need quickly. It can route calls to the right department, answer common questions like 'Are you accepting new patients?', and let patients book appointments by phone, even after hours, freeing staff to focus on care delivery. In fast-paced care settings, ZVA concierge can help patients get connected with the care they need quickly. It can route calls to the right department, answer common questions like 'Are you accepting new patients?', and let patients book appointments by phone, even after hours, freeing staff to focus on care delivery. Retail: When customers call with specific needs like finding the right product for a project or checking if an item is in stock, ZVA concierge can answer their questions, confirm if an item is in stock (even down to the aisle), schedule pickup, and more, all without requiring human assistance. When customers call with specific needs like finding the right product for a project or checking if an item is in stock, ZVA concierge can answer their questions, confirm if an item is in stock (even down to the aisle), schedule pickup, and more, all without requiring human assistance. Manufacturing: For companies juggling service requests and product support, ZVA concierge can capture customer requests, guide them through troubleshooting over the phone, and direct them to the right team, day or night, without manual intake. For companies juggling service requests and product support, ZVA concierge can capture customer requests, guide them through troubleshooting over the phone, and direct them to the right team, day or night, without manual intake. Financial services: Personalized service is critical in financial conversations. ZVA concierge can greet clients, gather information about why they're calling, and resolve the request on the spot, like providing application updates, or connect them to the right advisor with all the details already captured, reducing wait times while providing a high-touch experience. The Zoom Virtual Agent phone concierge capability is available today. To learn more or request a demo, visit . Agentic meeting scheduling without the back and forth The AI Companion meeting scheduling skill uses agentic AI to eliminate the friction of finding a time that works for everyone, whether scheduling with colleagues or external partners. Instead of juggling calendars, tracking multiple time zones, and managing out-of-office notices, AI Companion instantly analyzes all of these factors to surface the most convenient options. Once a preferred time is selected, AI Companion takes over the coordination process, reaches out to invitees directly, sends meeting requests, and keeps a real-time pulse on responses, whether via email or Zoom Team Chat. If a proposed time no longer works, it immediately suggests an alternative, ensuring the conversation keeps moving and the meeting is confirmed quickly. This end-to-end automation prevents scheduling delays and missed opportunities. AI Companion acts as a dedicated meeting coordinator, removing tedious back-and-forth, reducing scheduling errors, and giving teams more time to focus on the discussion itself, not the logistics. A new asset hub to stay organized and work efficiently Zoom Hub, now generally available, introduces a streamlined way for users to stay organized and take action across Zoom Workplace. As a central destination within Zoom Workplace, Zoom Hub works with AI Companion to help users create content more efficiently, while also bringing together Zoom meeting recordings, meeting summaries, docs, whiteboards, clips, and more, eliminating the need to jump between tools or hunt for files. Stay organized , with the ability to view your Zoom assets in one place and organize assets by folder. , with the ability to view your Zoom assets in one place and organize assets by folder. Catch up and prepare for meetings easily by searching for files by meeting. easily by searching for files by meeting. Kickstart drafts with AI Companion in Zoom Hub, including Zoom docs or data tables, whiteboards, and clips. A chat experience that works smarter with AI Zoom Team Chat users can now work smarter on the go with AI Companion built right into the Team Chat compose bar and a refreshed mobile experience, making it easier to draft messages and catch up on unread messages. When using Team Chat in the Zoom Workplace desktop app, users can now see a summary of a document by selecting the summarize icon when hovering over the file card without having to open the file, helping save more time. Additionally, to help improve AI Companion's ability to handle agentic tasks like meeting scheduling and translating conversations into actionable outcomes for users, Zoom will be among the first to integrate OpenAI's GPT-5 into its AI stack. Zoom AI Companion's new agentic capabilities and enhancements help users save time in the workday and are included at no additional cost with paid Zoom Workplace plans. These updates reinforce Zoom's commitment to building a truly AI-first collaboration platform that helps teams work faster, stay aligned, and focus on what matters most. To learn more about Zoom Workplace, visit the Zoom website . About Zoom Zoom's mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom's open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom's Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at . Zoom Public RelationsTravis Isaman [email protected]
Toronto Star
2 days ago
- Business
- Toronto Star
24/7 concierge: Zoom's agentic AI and virtual agent now extends to Zoom Phone, helping businesses capture more calls and opportunities
Zoom Virtual Agent expands to Zoom Phone, enabling a new concierge use case that delivers personalized support with agentic concierge capabilities to automate routine calls and streamline frontline service across departments Zoom AI Companion enhances agentic scheduling to coordinate meetings end-to-end, finding the best time, contacting attendees, tracking responses, and recommending next steps without the back-and-forth Zoom Hub launches, providing a centralized workspace to create, find, and manage Zoom files Zoom Team Chat adds AI Companion to mobile for easier catch-up, and quick document summaries without needing to open the file in the Zoom Workplace desktop app, saving time and boosting productivity SAN JOSE, Calif., Aug. 18, 2025 (GLOBE NEWSWIRE) — Zoom Communications, Inc. (NASDAQ: ZM) today announced a new concierge use case for Zoom Virtual Agent, now integrated with Zoom Phone, giving businesses a smarter way to answer calls and better support callers from the start. Zoom also announced the launch of Zoom Hub, a centralized content center to help users organize, manage, and create Zoom assets, and enhanced AI features across Zoom Meetings and Team Chat to help teams work faster and stay aligned in real time.
Al Bawaba
13-06-2025
- Business
- Al Bawaba
Zoom Reimagines Customer Experience With Agentic AI
Today, Zoom announced a major advancement for its customer experience platform (ZCX), launching agentic AI capabilities with next-gen contact center solutions — including an upgraded agentic Zoom Virtual Agent — that will reinvent how businesses engage with customers. In addition, Zoom is rolling out new AI tools for real-time analytics and Quality Management (QM) designed to help organizations meet growing customer expectations while reducing operational complexity and cost.'Agentic AI is unlocking advanced intelligent self-service capabilities, and Zoom CX customers can now harness this technology,' said Smita Hashim, chief product officer at Zoom. 'Through our agentic Virtual Agent and effortless AI agent creation with Zoom AI Studio, we aim to empower businesses with AI that proactively takes action on behalf of customers, making it simpler than ever for businesses to deploy scalable, high-quality support solutions.'Reimagining self-service with agentic AI: Zoom Virtual AgentThe next evolution of Zoom Virtual Agent now embeds agentic AI at its core, allowing it to move beyond answering simple customer questions to deliver real resolutions. It combines natural, fluid, and highly scalable automation with proactive reasoning to autonomously solve complex, end-to-end customer scenarios. Now available across both chat and voice channels, the upgraded Zoom Virtual Agent is built to meet the rising demand for self-service that's fast, accurate, and seamless across channels. With 85% of customer service leaders planning to explore or pilot customer-facing conversational generative AI solutions in 2025, the urgency to adopt intelligent automation has never been greater. Built natively within the broader Zoom ecosystem, Zoom Virtual Agent integrates effortlessly with Zoom Contact Center to enable smooth, context-rich handoffs between virtual and live Virtual Agent now delivers:• Autonomous resolution of complex end-to-end tasks, such as processing returns, updating account details, or booking appointments, without the need for human intervention.• Advanced reasoning and memory, allowing the Virtual Agent to understand context across interactions, recall recent conversations, and deliver accurate, personalized support, without starting from scratch.• Context-aware, brand-aligned conversations, adapting tone and language to match a brand's voice while delivering natural, engaging interactions. Uses agentic AI to adjust and determine flow based on customer requests.• Effortless deployment through AI Studio, allowing teams to quickly build and launch specialized virtual agents, accelerating time to value and keeping pace with evolving business and customer latest evolution of Zoom Virtual Agent is now available, launching with seamless integration with Zoom Contact Center, Genesys Cloud, and multiple CRMs like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics. To learn more about how Zoom Virtual Agent transforms self-service, visit the Zoom insight into action with AI-first supervisor toolsZoom's new analytics and quality management updates give CX leaders the visibility and speed they need to drive meaningful improvements across their contact center operations, enabling simplified workdays for supervisors, expedited contact center agent upskilling, and, ultimately, increased customer Analytics, now available, delivers the next generation of Zoom Contact Center reporting with enhanced data visualization, customizable dashboards, and journey-level insights across both Zoom Phone and Zoom Contact Center. Designed to align with widely accepted industry benchmarks, CX Analytics helps teams assess operational efficiency, agent engagement, and service quality across the Zoom Contact Center platform. Contact center supervisors can tailor visualizations to match their business needs, dive deeper into multi-channel trends, and use real-time or historical views to identify patterns over time. CX Insights, a new intelligence hub for the Zoom CX suite, uses generative AI to automatically analyze data, uncover hidden trends, and surface actionable insights. Contact center leaders and agents will receive AI-powered recommendations in real time to help improve agent performance, customer satisfaction, and operational efficiency. CX Insights is planned to be available later this Scheduling, now available, leverages AI to manage the entire forecasting and scheduling process. First, AI creates a forecast (short or long-term) based on customer interaction history. Then, AI Scheduling automatically creates shifts and assigns agents to those shifts based on preferences like preferred start times. This helps save WFM managers' time by reducing setup and configuration time and automating shift Topic Detection, now available in Zoom Quality Management, automatically identifies trending themes in customer interactions so supervisors can isolate and analyze issues in real time. Traditional topic detection requires supervisors to preemptively identify topics and map keywords and phrases to them. AI Topic Detection intelligently associates natural language with trending themes, eliminating configuration work and allowing for organic topic discovery. These trends can then be taken back to the organization to address common customer issues to get ahead of future pain Quality Management, now available with Zoom Contact Center Elite licenses or as an add-on at $60 per seat, includes:• Auto QM — Uses generative AI to automatically score up to 100% of customer interactions. It replaces manual sampling and removes bias while increasing visibility into agent performance, providing supervisors with a clear readout of where agents can improve to offer more upskilling of talent.• Ask QM — A conversational interface that lets supervisors search transcripts by asking questions like, 'What caused low sentiment on this interaction?' or 'What did my agent do well on this call?' This allows supervisors to spend less time identifying potential issues and more time enhancing contact center operations. These tools shift contact center operations from reactive to proactive, enabling faster feedback loops, data-driven coaching, and ongoing process improvement.
