DIGITAL TRANSFORMATION
Harnessing the power of agentic AI At the heart of Zoom’ s customer-centric mission is agentic AI. Unlike traditional AI which is in the business of assisting a user, agentic AI functions as a primary problem solver, autonomously completing complex tasks such as retrieving order details or updating personal information.
For Ben, the technology is transforming the CX landscape by shifting from reactive support to proactive autonomy. By orchestrating interactions across self-service and live support, agentic
AI enhances speed and consistency while delivering the right outcome for the customer.
“ 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.”
Introducing intelligent innovation with AI Companion 3.0 Zoom’ s vision for an AI-first platform has stepped up dramatically. At Zoomtopia 2025, the brand unveiled AI Companion 3.0, a platform-wide integration that enables users to turn conversations into actionable insights and automate what Zoom calls“ busy work”.
136 March 2026