MetriNote – Zoom Touts Agentic AI Capabilities for Workplace and CX Use

Author: Beth Schultz, VP of Research and Principal Analyst

What's the news?

September 17, 2025 – At its Zoomtopia 2025 user conference, Zoom introduced the latest iteration of its AI assistant, AI Companion 3.0., as well as AI enhancements for Zoom Workplace and Zoom Business Services. Agentic AI is a focal point of the announcements. For example, AI Companion 3.0 will support outcome-focused agentic skills and capabilities that will help a user free up time during the day, help with meeting prep, and complete tasks across the Zoom platform. For Business Services—i.e., customer experience—new agentic capabilities include Agentic AI Expert Assist, for discovering insights from customer data, and automated quality management. Additionally, Zoom is adding agentic prospecting skills to its conversational intelligence platform, Zoom Revenue Accelerator (ZRA).

Additional Zoomtopia announcements include:

• Custom AI Companion, for creating and deploying custom AI agents using a low-code builder (available now for $12 per user, monthly)
• For AI Companion: AI note-taking capabilities, for use in Zoom meetings, in-person meetings, and meetings using other providers’ apps, such as Microsoft Teams and Google Meet; a Zoom group meeting assistant; an AI work surface in web browsers and the Zoom Workplace desktop app; new writing assistance and deep research skills
• For Zoom Workplace: lifelike meeting avatars, ability to generate clips from presentations, and support for the Model Context Protocol
• Real-time voice translation for Zoom Meetings
• For Zoom Virtual Agent: a “bring your own voice” capability allowing companies to create consistent conversational experiences across customer interactions

AI Companion 3.0 is expected for general availability this November, at no additional cost for Zoom Workplace customers that have paid services in their accounts. Zoom has varying target delivery dates through this year and early 2025 for the various enhancements announced at Zoomtopia.