Zoom Launches Agentic AI Additions to Boost Efficiency and Connection

Zoom is delivering new agentic AI enhancements aimed at saving users time and deepening meaningful interactions. The centerpiece of this initiative is Zoom’s AI Companion 2.0, which now extends beyond passive assistance to active engagement across the Zoom Workplace suite.

From Assistant to Agent

As championed by CEO Eric Yuan and reiterated in Zoom’s broader rebranding, the company now positions itself as an AI-first communications innovator.

“The Custom AI Companion add-on empowers users to streamline their workflows by having AI Companion join their Zoom Meetings and in-person meetings, and can now access AI Companion across other video conferencing platforms.”

Smita Hashim

Chief Product Officer at Zoom

With AI Companion 2.0, Zoom shifts from being a tool to a collaborator offering context-aware suggestions, synthesizing cross-platform content, and initiating actions directly through the UI. By leveraging a federated architecture, Zoom integrates data from meetings, mail, chat, and documents—augmented by real‑time web access via Perplexity—to deliver intelligent, actionable insights without added cost for paid accounts.

What Zoom Rolled Out

Zoom’s latest agentic AI features focus on turning reactive tools into proactive agents that anticipate user needs and reduce manual work across the full collaboration spectrum:

AI Companion Sidebar Enhancements

• A persistent, universal sidebar across Zoom Mail, Calendar, Team Chat, Meetings, and Docs.
• Users can now interact with a single AI agent across all Zoom Workplace apps for content generation, summarization, and real-time query support.
• Federated data synthesis enables Companion to use content from your Zoom environment, third-party tools, and the public internet for informed, context-aware responses.

In-Meeting Upgrades

• Ability to ask Companion questions in real-time without disrupting the meeting, such as “What did John say about Q3 targets?”
• Live clarification of acronyms, concepts, or decisions while a meeting is still in session.
• Personalized recaps based on what a user missed, including summaries of topics, action items, and owner follow-ups.

Chat and Communication Tools

• AI summarization of unread messages, missed chats, and key threads.
• Real-time identification of action items and decisions across group chats.
• Capability to generate quick replies, full email drafts, and blog post outlines based on chat context.

Zoom Docs (Beta)

• New documentation platform natively built into Zoom, blending structured docs with collaboration and agentic AI.
• AI Companion can now help generate outlines, edit content, and manage collaborative writing within Zoom Docs itself.
• Live co-editing experiences supported by agentic AI, streamlining internal documentation and knowledge-sharing.
• This signals Zoom’s intent to position Docs not just as a note-taking tool but as a full-scale productivity canvas integrated with intelligent assistance.

Next-Level Content Drafting

• Users can ask the AI to create itineraries, refine messages, brainstorm blog titles, or generate summaries for long documents.
• Built-in version memory: Companion remembers past interactions, so you can return later and pick up right where you left off.

Real-Time Web Integration

• Partnership with Perplexity brings live internet search into the AI Companion’s capabilities.
• Users receive up-to-date answers and summaries without leaving the Zoom interface, enabling smarter decision-making in context.

What This Means for CX Leaders

Zoom’s agentic leap reflects a broader trend among enterprise tech leaders pushing AI from augmentation toward autonomy. As Zoom transitions to Zoom Communications Inc., it joins peers like Microsoft, Google, and Salesforce in racing to build AI-native ecosystems, fulfilling ambitious goals like freeing employees to work a four-day week.

For customer experience professionals, this heralds a step-change: Imagine AI that doesn’t just offer insights but proactively drives customer-engagement tasks—from drafting tailored emails to scheduling touchpoints. The implications span improved response times, higher personalization, and sharper team alignment, all essential in a landscape where CX differentiation is increasingly tied to agile, AI-enabled operations.

The CXF Take

Zoom’s latest launch moves the industry toward a future where enterprise agents no longer merely assist—they initiate, summarize, synthesize, and act. What’s particularly notable is Zoom’s commitment to offering these AI upgrades at no additional cost to paying customers, defying the trend of “AI as a premium upsell.”

By embedding an agentic AI across every surface of collaboration—from inbox to whiteboard to video meeting—Zoom is not just adding features, it’s rearchitecting the workplace experience. And that should serve as a wake-up call to any CX leader still evaluating whether AI is a nice-to-have or a non-negotiable.

For organizations lagging behind in their agentic maturity, Zoom’s approach provides a plug-and-play model for how federated intelligence can operate at scale — without overwhelming teams with complexity. The lesson? Agentic AI isn’t on the horizon. It’s already in your sidebar.