MetriNote – Zoom Accelerates its AI Push at Zoomtopia 2024

Published on: October 23, 2024

Author: Irwin Lazar, President and Principal Analyst What's the news? October 9, 2024 – At its annual Zoomtopia conference, Zoom announced a broadening of its AI capabilities within Zoom Workplace, as well as several new service offerings. Specific announcements include:
  • AI Companion 2.0 – Providing a new sidebar, available in Zoom Workplace, that allows users to query interaction information across Zoom apps including Email, Calendar, Chat, Docs, Phone, and Meetings. AI Companion (AIC) 2.0 will also have insight into user-connected third-party content such as files within Google Workspace and Microsoft 365. With these capabilities, AIC 2.0 enables users to summarize interactions, gain insights, and craft custom messages and content. Zoom also announced several AIC features designed to increase productivity before, during, and after meetings, as well to better support in-person meetings and to enhance its Workvivo employee engagement platform. AIC 2.0 is slated for availability later this year at no additional cost to current Zoom Workplace paid customers.
  • Custom AI Companion add-on – Enabling customers to customize their AIC experience through integration of custom dictionaries as well as additional third-party applications. Zoom initially notes that it will support integrations with Atlassian (Jira & Confluence), Glean, Workday, Zendesk, ServiceNow, Box, Asana, and HubSpot, with more integrations planned. The custom add-on will support interaction personalization as well as the ability to automate task completion. It is slated for availability in 2025 and will require an additional license.
  • Zoom Tasks – Adding a personal task management capability, within Zoom Workplace, that allows AI Companion to detect and create tasks from chats, meetings, calls, whiteboard, and email. Zoom Tasks will be available by the end of 2024 at no additional cost.
Zoom also announced enhancements to its Zoom Virtual Agent contact center agent assist product. These include dynamic agent guides and a new quality management tool; new promotional features for Zoom Events; additional enhancements to Zoom Revenue Accelerator for sales personnel; and new dedicated offerings for frontline workers, healthcare, and education.


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