Zoom Communications, Inc. has rolled out a series of powerful updates designed to elevate customer experience, streamline team collaboration, and simplify workplace organization. The company introduced a new concierge feature for Zoom Virtual Agent integrated with Zoom Phone, the launch of Zoom Hub, and enhanced AI-driven tools across Zoom Meetings and Team Chat. Together, these innovations are reshaping how businesses manage calls, meetings, and content.
Thanks to the new integration between Zoom Virtual Agent and Zoom Phone, businesses can now deliver a more personalized and seamless concierge experience. Unlike traditional call-answering systems or auto-attendants, this AI-powered concierge engages with callers naturally, processes requests, and directs them to the right action in real time.
From scheduling appointments and checking order updates to routing callers to the right department without hold times, Zoom’s concierge helps organizations avoid missed calls and present a professional first impression.
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“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 easily set up the concierge in just minutes—no coding required. By uploading documents or linking a website, businesses can train the concierge to address real-world queries. It also supports multilingual, natural conversations in English, Spanish, French, German, Portuguese, and Japanese—with additional languages on the way.
The concierge feature has versatile applications across industries:
Healthcare: Patients can quickly book appointments, connect to departments, and get answers to common questions, even after hours.
Retail: Shoppers can confirm product availability, schedule pickups, or get guidance without waiting for human agents.
Manufacturing: Customers can log service requests, troubleshoot over the phone, and connect with the right teams instantly.
Financial Services: Clients can receive application updates or be routed to advisors seamlessly, ensuring faster and more personalized interactions.
The concierge feature is now available, and businesses can request a demo through Zoom.
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Zoom also introduced an agentic AI scheduling skill that eliminates the friction of back-and-forth coordination. Instead of manually juggling time zones, calendars, and availability, AI Companion analyzes schedules and instantly suggests the best meeting options.
Once a time is confirmed, AI Companion automatically handles invitations, follow-ups, and adjustments. If a proposed time falls through, it immediately offers alternatives, keeping scheduling fluid and efficient. This automation reduces delays and gives teams more time to focus on conversations rather than logistics.
Zoom Hub, now available, delivers aZoom Hub, now available, delivers a single destination for users to organize and manage Zoom assets. The platform gathers recordings, summaries, whiteboards, documents, clips, and more into one place, removing the hassle of switching between tools.
Key capabilities include:
Viewing and organizing Zoom assets by folders
Searching for files by meeting context
Using AI Companion to draft docs, tables, and whiteboards within the hub
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Zoom Team Chat has been upgraded with AI-powered features designed to enhance productivity. Users can draft messages faster with AI Companion directly in the chat bar and enjoy a refreshed mobile experience for easier communication on the go. On desktop, hovering over a document file card now provides instant AI-generated summaries without needing to open the file.
Additionally, Zoom confirmed it will integrate OpenAI’s GPT-5 into its AI stack. This move will enhance AI Companion’s ability to handle agentic tasks such as meeting scheduling, summarization, and action item generation.
All these AI enhancements, including meeting scheduling and concierge support, are bundled into Zoom’s paid Workplace plans at no extra cost. This reinforces Zoom’s commitment to building an AI-first collaboration ecosystem that empowers teams to work smarter, stay aligned, and prioritize meaningful interactions.
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