Zoom’s Contact Center Growth Fueled by AI Integration
Zoom is betting big on artificial intelligence to drive its contact center business forward. According to CEO Eric Yuan, AI’s role in supporting human agents and independently handling customer calls is a major factor behind the company’s accelerating revenue.
The number of Zoom contact center clients generating over $100,000 in annual recurring revenue almost doubled year over year, reaching 229. Yuan emphasized that maintaining a focus on innovation, product quality, and customer experience will help Zoom continue to expand its market share.
AI Supporting Agents and Taking Calls
Zoom’s AI offerings serve two key functions: assisting live agents and autonomously managing inquiries. The company’s AI assistant, AI Companion, saw its monthly active users grow more than fourfold year over year in Q2 2026, now used by millions.
Additionally, Zoom introduced Virtual Agent 2.0, an agentic AI that handles calls without human intervention. Early adopters like security firm SecureOne have replaced manual after-hours answering services with this technology, cutting costs and improving efficiency.
AI’s Role in Addressing Labor and Service Challenges
Zoom’s CFO Michelle Chang pointed out that rising labor costs and customer experience challenges make AI-driven contact center solutions increasingly valuable. Other companies are also exploring agentic AI for cost savings, a trend that is becoming more openly acknowledged in the industry.
Brian Cantor, a managing director at Customer Management Practice, noted that while AI adds complexity to agents’ roles, it simultaneously lowers the volume of calls requiring human intervention. Some tech vendors are now explicitly promoting AI as a way to reduce headcount and cut costs.
Zoom’s Financial Snapshot
Zoom’s Q2 2025 results showed 4.7% year-over-year revenue growth, reaching $1.2 billion. The average monthly churn rate remained steady at 2.9%, reflecting consistent customer retention.
What This Means for Customer Support Professionals
For those working in customer support, Zoom’s AI advancements signal a shift in how contact centers will operate. AI will increasingly handle routine inquiries, allowing agents to focus on complex or sensitive issues that require human judgment.
Understanding how to work alongside AI tools like Virtual Agent 2.0 and AI Companion will be essential. Embracing these technologies can improve efficiency, reduce repetitive tasks, and ultimately enhance the customer experience.
To stay current with AI’s impact on customer support and develop relevant skills, consider exploring specialized courses on AI in customer service. Platforms like Complete AI Training offer tailored content that can help you adapt and thrive in this evolving landscape.
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