DIGITAL TRANSFORMATION
For CX teams, this means agentic AI can now retrieve internal enterprise knowledge – such as meeting transcripts and chat history – to provide real-time support. The Custom AI Companion add-on empowers businesses to deploy tailored AI agents specifically designed for their unique customer workflows.
“ 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.”
Striking a human-centric balance Despite the rise of automation, Zoom remains committed to the human element, using sentiment detection and emotional intelligence to create natural experiences. Zoom’ s Sentiment Analysis, powered by AI Companion, analyses five conversations to determine if a customer is neutral, negative or positive, allowing human agents to adapt their style instantly, ensuring empathy remains a core component of the service.
140 March 2026