Zoom Launches New AI Features for Customer Experience

Published On: 23rd Oct 2026 10:57

Zoom has announced new AI agents, customer profiles and workflow automation features.

The updates, announced at the company’s annual Zoomtopia conference, include a new unified context layer that brings together customer conversations, transcripts, CRM data and live interactions.

The information can be shared across Zoom Virtual Agent, Zoom Contact Center and Zoom Phone, helping employees and AI tools access customer history across different channels.

“Every interaction a customer has with a business, whether it’s a call, chat, kiosk visit, or conversation with a virtual agent, generates context that should make the next one smarter,” said Chris Morrissey, general manager of Zoom CX.

“The real opportunity is connecting that information and putting it to work. Zoom already powers so many of the conversations between businesses and their customers, and we’re turning that intelligence into something people and AI can act on, helping businesses deliver more proactive service, more informed interactions, and faster resolution without putting the burden on the customer.”

New Customer Profiles, part of an expanded Customer Directory, combine CRM records, engagement history and linked cases in one view that updates as customers interact with a business. The profiles will be available across Zoom Contact Center and Zoom Phone.

Zoom customer U.S. Oral Surgery Management (USOSM) uses Zoom Contact Center and Zoom Phone to coordinate patient access across more than 130 practices.

Based on its internal analysis, the company projects savings of $2.7 million over five years and expects to reduce costs by 50% by the end of 2026.

It also combines contact centre and unified communications data to track patient calls as they move from its central contact centre to individual practices.

“Our customers trust us with their financial lives, and that responsibility shapes how we think about every interaction,” said Christian Wilson, chief operating officer at First Bank.

“Zoom CX has helped us bring our teams onto a more connected platform while giving associates the AI tools and information they need to better support our clients.

We were up and running in just 100 days, and we’ve continued expanding what our teams can do without losing the personal service our customers expect.”

AI Self-Service Expands to Physical Locations

Zoom is extending Zoom Virtual Agent to kiosks in settings such as retail stores, healthcare facilities and service centres. Customers will be able to ask questions using a camera-enabled, multimodal experience.

If the virtual agent cannot resolve a request, it can connect the customer to an on-site employee, Zoom Phone or Zoom Contact Center.

The company is also introducing Agent Architect, which uses real call transcripts to identify customer intents, extract response patterns and generate virtual agent workflows.

New Tools For Case Management and Workflow Automation

Zoom is introducing additional capabilities to help agents and automated workflows manage tasks across connected business systems.

Customer Workflow Orchestrator, available now, automates processes that continue after a customer interaction.

Workflows can evaluate conditions, determine next steps and wait for external events, such as confirmation that a returned product has reached a warehouse, before resuming.

Expanded connectors will enable workflows to access and update information across CRM, IT service management, workforce, productivity and operational systems.

Source Hub will give agents two-way access to third-party systems through the Zoom agent desktop, allowing them to view, create and update records without switching applications. Salesforce will be the initial integration, with availability planned for early 2027.

Expanded Analytics, Quality Management and Training

Zoom is also updating CX Insights and Quality Management to help contact centre teams analyse customer interactions and assess service performance.

CX Insights transcript intelligence, expected in November 2026, will classify voice, chat and email transcripts and allow supervisors to query conversation data using natural language.

By connecting transcripts with operational measures such as handling time, queue, agent and outcome, the tool can help identify reasons for escalations and other service issues.

Further CX Insights features include AI-driven alerts, recommended actions and executive briefs. Insights are available now, with additional actions expected in early 2027.

Quality Management for third-party cases, available now, extends AI evaluation to external cases and tickets. It can assess topics, sentiment and service quality across work involving multiple interactions, agents and back-office teams.

Quality Management AI Roleplay, also available now, allows agents to practise simulated voice scenarios for onboarding, product launches and campaigns. Supervisors can assess performance against criteria such as empathy and policy adherence without using live customer interactions for practice.

The announcements extend Zoom’s CX capabilities across customer context, self-service, workflow automation, analytics and quality management, with availability dates varying by feature.