Zoom AI Companion 3.0: Redefining CX in the Agentic AI Age

Customer experience (CX) continues to evolve rapidly and few organisations illustrate that shift more clearly than Zoom.

Best known as a video communications platform that surged into daily life during the COVID-19 pandemic, Zoom is now repositioning itself.

The company is moving beyond its role as a video-first collaboration tool to become an AI-first strategic partner for enterprises.

This transition aligns closely with predictions from analysts at Gartner who say that agentic AI could autonomously manage up to 80% of routine customer service enquiries by 2029, potentially lowering operational costs by as much as 30%.

Zoom is already seeing momentum behind that shift.

The company has reported a 65% year-on-year rise in contact centre customers, alongside its largest AI Virtual Agent deal to date.

“With the introduction of AI, I am super excited as to what the next stage of innovation will be in the market,” says Ben Neo, Head of Zoom Contact Centre and CX Sales EMEA.

Harnessing the potential of agentic AI

Central to Zoom’s customer experience strategy is agentic AI.

Unlike traditional AI systems that primarily assist users, agentic AI acts as an autonomous problem solver capable of completing complex workflows independently.

Tasks such as retrieving order information or updating customer details can be handled without direct human intervention.

For Ben, this technology represents a fundamental shift in the CX landscape.

Instead of reacting to customer queries, organisations can increasingly adopt proactive and autonomous service models.

Agentic AI orchestrates interactions across self-service tools and live support environments, improving speed and consistency while ensuring customers reach the right outcome quickly.

“Agentic AI is transforming how Zoom delivers end-to-end autonomy in customer experience by enabling intelligent systems to autonomously manage complex customer interactions, from initiation to resolution,” says Ben.

“Zoom Virtual Agent now autonomously completes complex tasks like retrieving order details or updating personal information using either voice or chat.

“It anticipates needs, offers solutions before problems are fully expressed and integrates seamlessly with Zoom Contact Center to ensure smooth, context-rich handoffs to live agents when needed.”

AI Companion 3.0 introduces deeper intelligence

Zoom’s broader AI-first vision accelerated further at Zoomtopia 2025 with the launch of AI Companion 3.0.

The platform-wide upgrade allows users to transform conversations into insights and automate routine administrative tasks that Zoom refers to as “busy work”.

For customer experience teams, the impact is significant.

Agentic AI can now draw on internal enterprise knowledge sources, including meeting transcripts and chat histories, to deliver real-time assistance.

The Custom AI Companion add-on also allows organisations to deploy specialised AI agents designed around their own operational workflows and customer service processes.

“Our customers’ most important conversations happen on Zoom and now those conversations can result in critical insights to fuel real progress,” says Eric S. Yuan, Founder and CEO of Zoom.

“With AI Companion 3.0, our agentic AI can understand users’ specific context, priorities and goals to help them cut through the noise, focus on what matters most and drive meaningful business outcomes.”

Maintaining a human-centric approach

While automation is expanding rapidly, Zoom continues to emphasise the importance of human interaction in customer experience.

The platform’s sentiment detection capabilities, powered by AI Companion, analyse conversations in real time to determine whether a customer’s tone is neutral, negative or positive.

This allows human agents to adjust their approach instantly and maintain empathy throughout the interaction.

“Agentic AI is augmenting the role of human agents by offloading routine, repetitive tasks and empowering them to focus on more complex, emotionally nuanced interactions,” Ben says.

“Rather than simply assisting agents, agentic AI acts autonomously to handle common queries from retrieving information to resolving standard issues.

“This shift frees up agents to step in only when their expertise, empathy or judgement is truly needed.

“In effect, agentic AI elevates the agent’s role from problem-solver to relationship-builder and strategic contributor.”

Scaling CX innovation through strategic partnerships

Zoom is also expanding its ecosystem through strategic collaboration.

Last year, the company announced a partnership with Oracle designed to strengthen its customer experience platform.

Running Zoom CX on Oracle Cloud Infrastructure enables organisations to build a unified 360° customer view by integrating voice, chat and video interactions with enterprise data.

The partnership helps eliminate data silos and accelerate customer resolution times while strengthening long-term relationships.

At the same time, businesses can combine Oracle’s data models with Zoom’s AI-first communications platform to unlock deeper insights.

By bringing customer interactions and employee workflows together within a single intelligent system, organisations gain faster issue resolution and transform fragmented information into actionable intelligence that delivers measurable value at scale.