Zoom unveils agentic AI upgrades for customer service, sales, and events

Zoom's new AI for sales, service, and events: what matters for quota

Zoom announced a wave of AI upgrades across Zoom Customer Experience (Zoom CX), Zoom Revenue Accelerator (ZRA), and Events/Webinars. The goal: shorter response times, cleaner handoffs, and more pipeline with less manual effort. If your team lives in Zoom, these updates can compress the time from first touch to closed won.

Headlines for sales teams

• AI prospecting in ZRA (Jan 2026): Automated research, personalized outreach, and meeting scheduling to fill pipeline. Built on top of Zoom Auto Dialer for high-volume outbound within Zoom Phone and ZRA.
• Ask AI Companion for Webinars/Events (live): Late attendees can get session summaries without interrupting the flow, which helps keep momentum and lead quality high.
• Production Studio in the Cloud (live): Broadcast-quality events without local hardware. Better streams, smoother experiences, stronger brand presence.

Smarter calls, cleaner notes, faster follow-up

• CX Insights (Dec 2025): Natural-language queries for trending topics and AI suggestions for operations. Useful for spotting objection patterns, pricing friction, and renewal risks.
• AI Expert Assist for agents (early next year): Context-sensitive guidance for faster, more accurate answers. Less scrambling, fewer escalations that stall deals.
• Engagement Docs (Jan 2026): Records that include images, video, and AI-generated summaries you can query and share across teams. Think one source of truth from first call to renewal.
• Live translation (Jan 2026): Real-time voice and transcript translation for agents and customers. Opens more markets without hiring a dozen language specialists.

AI customer service that supports revenue

• Zoom Virtual Agent + Zoom Phone (expanding): 24/7 AI concierge that answers common questions, routes requests, and frees reps to focus on deals that move the number.
• Amazon Connect integration (Sep 2025): Smarter autonomous resolution for complex calls with clean handoffs carrying full context. Less customer repetition, faster time to solution.
• Bring-your-own-voice (Nov 2025): Upload a preferred voice for brand consistency and oversight.
• Automated Quality Management for ZVA (Jan 2026): Score AI-agent conversations and monitor compliance so standards match your human team.
• Supervisor controls (Jan 2026): Real-time preview, listen-in, or take over live or virtual engagements.
• Healthcare templates (Jan 2026): Industry-specific ZVA with EHR integrations for intake, scheduling, insurance, and follow-ups.

What this means for revenue leaders

Expect more qualified conversations with less rep prep. Automated research and outreach fill the calendar, while AI summaries and translation reduce friction during calls. Post-call, you get cleaner documentation and faster coaching loops.

The catch: much of this rolls out through late 2025 and January 2026. You'll want a plan now so you can flip the switch with confidence when features hit GA.

Move now: a practical rollout plan

• Audit your Zoom stack: Confirm licensing for Zoom Phone, ZRA, and Events. Identify pilot teams and high-impact use cases (outbound prospecting, renewals, high-stakes webinars).
• Tighten data hygiene: Clean CRM fields, enforce naming conventions, and sync meeting metadata. AI performance tracks data quality.
• Run a controlled pilot: Start with one segment and a simple playbook: target list → AI research → AI outreach → AI-summarized calls → CRM write-back.
• Define guardrails: Set rules for voice cloning, translation usage, and supervisor takeovers. Align with legal and security early.
• Train for workflows, not features: Teach reps how these tools change prep, call flow, and follow-up. Measure time saved, meetings booked, and win rate shift.
• Level up events: Use Production Studio for flagship demos and product launches. Enable the Ask AI Companion panel to keep late joiners from derailing momentum.

Timeline snapshot

• Now: Production Studio in the Cloud; Ask AI Companion Attendee Panel
• Sep 2025: ZVA for Voice + Amazon Connect integration
• Nov 2025: Bring-your-own-voice for ZVA
• Dec 2025: CX Insights
• Early next year: AI Expert Assist
• Jan 2026: Healthcare ZVA, AQM for ZVA, Supervisor dashboard, Engagement Docs, Live translation, Agentic AI prospecting in ZRA

Useful links

• Zoom Revenue Accelerator
• Amazon Connect overview

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