At Zoomtopia 2025, Zoom didn’t just announce incremental product updates, it unveiled a vision for a new era of intelligent work. AI Companion 3.0, along with upgrades to Virtual Agent, Revenue Accelerator, and CX Insights, signals a bold step forward: agentic AI designed not only to support teams but to act on their behalf.
For organisations navigating the dual pressures of efficiency and customer experience, these updates are more than features, they’re levers for transformation.
From Conversation to Action
The highlight of Zoomtopia was AI Companion 3.0, built to turn conversations into outcomes:
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Cross-platform intelligence – Beyond Zoom meetings, note-taking and summarisation now extend to in-person meetings, Microsoft Teams, Google Meet and (soon) Webex. Wherever collaboration happens, Zoom follows.
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Calendar relief – A new “Free up my time” capability analyses your diary, suggests which meetings you can safely skip, and offers instant access to host-generated notes and summaries.
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Smarter preparation – Contextual prompts draw from past actions, agendas, and documents, ensuring every meeting starts focused.
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Photoreal avatars – AI-powered avatars that mirror your likeness, ideal for moments when camera fatigue kicks in.
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Real-time voice translation – Seamlessly break down language barriers, making global collaboration genuinely inclusive.
Perhaps the most important development: Custom AI Companion, a low-code builder that allows organisations to design their own AI agents trained on internal knowledge bases, linked to third-party systems, and priced from around $12 per user per month.
CX and Revenue Teams get an Upgrade
Zoom also doubled down on its customer experience (CX) and go-to-market services, moving further into territory once dominated by contact centre vendors:
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Virtual Agent evolution – Now supporting custom voices, domain-specific templates (healthcare first), and integration with platforms such as Amazon Connect. Businesses can finally align bots with brand tone and industry context.
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AI-driven Quality Management – Extends beyond live agents to cover bot performance, ensuring every interaction is consistent, compliant, and on-brand.
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CX Insights – Natural-language access to customer data and trends, giving leaders instant answers to “what’s working and what’s not” without manual reporting.
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Revenue Accelerator – Expands from meeting analytics into proactive prospecting: identifying high-value leads, initiating outreach, and scheduling follow-ups. Sales teams can spend less time chasing and more time closing.
Why this Matters
For business leaders, the implications are clear:
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From Assistants to Doers
AI is no longer reactive. With agentic capabilities, Zoom’s AI actively reduces admin, fills gaps, and drives actions without constant prompts. -
Fewer Silos, Fewer Missed Signals
Unified agent and CX experiences mean less toggling between systems and fewer dropped interactions. Efficiency translates directly into customer satisfaction. -
Customisation at Scale
With low-code tools and custom branding, organisations can build AI that feels like an extension of their culture, whether that’s a financial services firm with a trusted advisory voice or a retail brand with a lively tone. -
Data-Driven Agility
With CX Insights and automated quality checks, leaders gain faster feedback loops. That shortens the gap between learning and improving, essential in competitive markets.
What Leaders should do Now
To extract real value, businesses should act on three priorities:
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Audit workflows – Identify where meetings, hand-offs, or repetitive tasks consume time. These are prime candidates for AI automation.
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Clean your knowledge base – Agentic AI is only as strong as the data it draws from. Review and govern FAQs, policies, and training material.
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Pilot with purpose – Start with two or three high-impact use cases, such as sales follow-up, onboarding, or high-volume support queries, before scaling across the enterprise.
Our Perspective
At Evolved, we see Zoom’s AI Companion 3.0 as more than a toolkit. It’s a platform for redefining how organisations balance efficiency with humanity in customer experience. By reducing the weight of admin, empowering agents, and enabling brand-authentic automation, these innovations free teams to focus on what matters: building trust, deepening relationships, and driving growth.
If your organisation is ready to streamline, personalise, and scale CX with AI, now is the moment to act.
👉 Let’s explore how Zoom’s AI and CX portfolio can accelerate your transformation. Get in touch with our team at Evolved.
