Zoom Brings AI Concierge to the Phone: Redefining the First Hello

Zoom has expanded its AI vision again. This time bringing its agentic AI Virtual Agent to Zoom Phone. The move introduces what the company is calling a 24/7 concierge, an intelligent AI receptionist designed to answer, understand, and take action on customer calls in real time.

This announcement is not just about call routing. It signals Zoom’s ambition to position itself as the AI-first workplace platform, where every touchpoint, from phone to chat to meetings, is powered by autonomous assistance.

“Whether a customer is calling to schedule an appointment, check an order status, or check product availability, Zoom’s concierge is available 24x7 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.”

Smita Hashim

Chief Product Officer at Zoom

Introducing Zoom AI Concierge for Phone

Zoom’s new AI Concierge is not a traditional auto-attendant or IVR replacement. It is a frontline AI receptionist designed to reshape the caller experience. Instead of navigating phone trees or waiting on hold, callers are greeted by an agentic AI that can:

• Understands and acts autonomously across complex tasks.

• Speaks in the caller’s language—with your brand voice.

• Stays on duty around the clock, everywhere.

• Embeds vertical-tailored intelligence—making it feel like a specialist, not a generic bot.

• Unifies within a broader AI-first architecture powered by GPT-5 and included in subscribers' plans.

This turns the phone into a 24/7 opportunity engine for businesses. Every call is answered, every intent understood, and every next step executed without friction.

Industry Applications and Depth of Use Cases

Zoom has built the concierge across verticals, tailoring its capabilities to industry-specific needs:

• Healthcare: Book patient appointments by phone, even after hours, and route calls directly to the right department.
• Retail: Provide aisle-level inventory details, confirm availability, and schedule pickup without human intervention.
• Manufacturing: Automate product troubleshooting and service intake, ensuring customer requests are never dropped.
• Financial Services: Deliver a high-touch, compliant experience by capturing client details, resolving simple requests, and passing richer context to advisors.

The design is intentional: by embedding workflows that matter in each industry, Zoom positions its concierge as a specialist, not a generic automation layer.

Expanding the Agentic AI Portfolio

Zoom is pairing the concierge launch with other AI advancements:

• Agentic Meeting Scheduler: Automates scheduling end-to-end — proposing times, sending invites, and rebooking conflicts without manual juggling.
• Zoom Hub: A central workspace to organize meetings, summaries, whiteboards, and docs in one place.
• Smarter Team Chat: AI summaries and drafting directly in chat on mobile and desktop, saving time and effort.

Together, these updates reinforce Zoom’s positioning as an AI-first collaboration stack — one where intelligent agents proactively reduce friction across every workflow.

The Strategic Take

Zoom’s AI Concierge for Phone should be seen as a direct challenge to traditional CCaaS and UCaaS players. Genesys, Five9, and NICE have AI-infused contact centers, but Zoom is embedding agentic AI across workplace communications — not just the contact center.

For CX leaders, this signals two things:

1. AI is moving from support to revenue enablement. Every missed call is a lost opportunity; AI concierge aims to ensure those opportunities are captured.
2. The bar for automation is rising. Simple call routing is no longer enough — agentic AI must understand intent, take action, and escalate with context.

Zoom is betting that the future of customer experience starts with the first “hello” — and that AI, not IVR menus, should handle it.

Zoom’s announcement highlights the accelerating shift from AI as a back-office tool to AI as the front line of CX. The company’s advantage is in making these capabilities accessible: no-code setup, rapid training, and multilingual support out of the box.

The question now is execution. Can Zoom deliver an AI concierge that feels human enough to build trust while being efficient enough to justify automation at scale? If it can, this will be a milestone in reimagining phone-based customer engagement for the AI era.