24/7 concierge: Zoom’s agentic AI and virtual agent now extends to Zoom Phone, helping businesses capture more calls and opportunities
Rhea-AI Summary
Zoom (NASDAQ: ZM) has announced significant AI-powered enhancements to its platform, headlined by the expansion of Zoom Virtual Agent (ZVA) to Zoom Phone. The new 24/7 AI concierge provides automated call handling and support across multiple languages, including English, Spanish, French, German, Portuguese, and Japanese.
Key innovations include the integration of OpenAI's GPT-5 for enhanced agentic capabilities, the launch of Zoom Hub for centralized content management, and improved AI Companion features for automated meeting scheduling and Team Chat. The AI Companion can now coordinate meetings end-to-end, analyzing calendars, time zones, and managing responses automatically.
These features are included at no additional cost with paid Zoom Workplace plans, demonstrating Zoom's commitment to building an AI-first collaboration platform.
Positive
- Integration of advanced GPT-5 technology enhances AI capabilities
- 24/7 multilingual support through Virtual Agent reduces operational costs
- No additional cost for AI features in paid Zoom Workplace plans
- Expansion into automated call handling opens new market opportunities
Negative
- Heavy reliance on AI technology may face user adoption challenges
- Potential privacy and security concerns with AI-powered communications
Insights
Zoom's new AI concierge for Phone and enhanced agentic capabilities strengthen its enterprise offering amid rising AI competition.
Zoom's latest announcement reveals a strategic expansion of its AI capabilities across its product suite, particularly with the integration of Zoom Virtual Agent (ZVA) into Zoom Phone. This creates an AI-powered concierge that can handle calls 24/7, offering multilingual support in six languages. The concierge functionality goes beyond simple call routing to include appointment booking, answering product questions, and providing personalized support without human intervention.
The AI advancements extend to meeting coordination with agentic scheduling via AI Companion, which automates the entire meeting setup process including managing multiple calendars, time zones, and sending invitations. This addresses a significant pain point in professional workflows.
Zoom is also introducing Zoom Hub, a centralized content management system for all Zoom assets (recordings, docs, whiteboards), addressing fragmentation issues in the workplace productivity space. Additionally, AI Companion has been extended to mobile Team Chat, improving on-the-go productivity.
Most notably, Zoom announced it will be among the first to integrate OpenAI's GPT-5 into its AI stack, signaling the company's commitment to maintaining cutting-edge AI capabilities. These features are included at no additional cost with paid Zoom Workplace plans, preserving Zoom's value proposition.
The timing is strategic as Zoom continues to transition from a pandemic-era video conferencing tool to a comprehensive enterprise collaboration platform, directly competing with Microsoft Teams, Slack, and Google Workspace. By embedding AI across its ecosystem, Zoom is working to increase stickiness and potentially reduce churn by solving real customer problems in healthcare, retail, manufacturing, and financial services verticals.
- 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 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.”
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 zoom.com.
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.
- 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.
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.com.
Zoom Public Relations
Travis Isaman
press@zoom.us
FAQ
What new AI features did Zoom (ZM) announce in August 2025?
What languages does Zoom's Virtual Agent support in 2025?
How much do Zoom's new AI features cost for existing customers?
What is Zoom Hub and what does it do?
How does Zoom's new AI meeting scheduling feature work?
