Zoomtopia 2024: Unveiling AI-first work platform innovations

Ricky Kapur, Head of Asia Pacific, Zoom, at Zoomtopia APAC 2024 on October 10, 2024

Zoom Video Communications, Inc. (NASDAQ: ZM) kicked off Zoomtopia 2024 on October 10^th and unveiled new AI-first work platform innovations for Zoom Workplace and Zoom Business Services that will transform team communication, collaboration, and productivity and help customers get more done.

Zoomtopia 2024 announcements include the Zoom AI Companion 2.0, a new add-on option to customize and personalize AI Companion, Zoom Tasks to help users take action across Zoom Workplace, and enhanced employee and customer experience innovations underpinned by cutting-edge AI.

“At Zoom, we’re not just reimagining communication—we’re revolutionizing the entire work experience. Our vision is to create an AI-first work platform for human connection that empowers teams to achieve more than ever,” said Eric S. Yuan, Founder and CEO of Zoom. “With AI Companion already enhancing productivity, we are helping our customers transform the way they work. This is more than an evolution; it’s a complete overhaul of how we get things done in the digital age,” he added.

Zoom AI Companion 2.0

Zoom is dedicated to continuously improving AI Companion, providing customers with the latest and high-quality AI tools to ensure a more seamless and productive user experience. AI Companion 2.0 will be available in the coming weeks at no extra cost with paid services in Zoom Workplace accounts with these new capabilities:

• Persistent side panel access with a unified AI-first user interface (UI) across Zoom Workplace.
• Expanded contextual understanding for smart suggestions based on current tasks and past interactions.
• Advanced synthesis of data from emails, calendars, and uploaded files for quick content summaries.
• Real-time web search connection capabilities for answering user queries.
• Task tracking and completion across Zoom Workplace to streamline workflows.

Custom add-on for AI Companion

The new optional add-on for AI Companion offers a customized experience, expanding data access beyond Microsoft and Google services and connecting to additional company data sources. It enables personalization with features like company glossaries, enhanced search, and automated actions to optimize user performance. Key components include AI Studio for tailored dictionaries and meeting summaries, third-party app integration for comprehensive insights, and personalized coaching and custom avatar clips for video creation. The add-on will be available for $12 per user per month, launching in the first half of 2025.

Zoom Workplace advancements

Stay on top of the workday

Zoom Workplace introduces new AI-first tools like Zoom Tasks, which uses AI Companion to detect, recommend, and complete tasks based on conversations. Zoom Phone enhancements include real-time call summaries and AI-generated personalized voicemail greetings tailored to user schedules.

Collaborate more effectively

AI Companion enables more productive meetings with agenda management and real-time summaries. Zoom Clips lets users create videos with pre-selected avatars, while Zoom Docs offers enhanced collaboration, automation, and content generation from templates.

In-person experiences

AI Companion for in-office meetings provides summaries via mobile, while Workspace Reservation recommends office days and rooms for optimal coordination.

Employee engagement

AI Companion for Workvivo boosts employee connection and content creation, with Employee Insights measuring engagement and performance.

Business Services enhancements

Zoom customer experience

Zoom introduced a new self-service and support features to elevate customer experiences. Zoom Virtual Agent now has multi-intent detection to handle complex issues and can update customer intents based on trends. An AI virtual voice agent expands these capabilities to voice calls. Auto Quality Management provides supervisors with detailed insights by automatically scoring customer interactions, while the new AI Expert Assist offers dynamic agent guides that adapt to the conversation context for better support.

Industry-specific offerings

Different types of workers, whether it’s based on where they work or their industry, have unique needs, so Zoom announced new tailored solutions enhanced with AI.

• Frontline Workers: Zoom Workplace for Frontline offers a mobile-centric experience with AI-generated shift summaries, on-shift communication tools, and work management features.
• Healthcare: Zoom Workplace for Healthcare integrates AI Companion 2.0 for increased productivity, with a custom add-on available for personalized healthcare dictionaries and access to electronic health records.
• Clinicians: The new Zoom Workplace for Clinicians automates workflows and reduces documentation with AI-generated clinical notes, improving doctor-patient interactions.
• Education: Zoom Workplace for Education will include AI Companion 2.0 providing AI tools for lesson planning, lecture summaries, and personalized feedback, with a custom add-on offering integration with student information systems and other resources.

To learn more about these product updates and innovations, visit the Zoom blog.