Many new AI applications were presented during Zoomtopia, Zoom’s own conference that Zoom is currently hosting in the American city of San Jose. The platform will be significantly expanded to include various functions that companies can use to improve their customer service and internal collaboration, among other things.

The communication platform Zoom is receiving many new AI applications. The upgrades fall into three broad categories: internal collaboration, improving customer service, and creating an even more open ecosystem where users have the choices they need.

The customer is king

With its AI-powered customer experience (CX) solutions, Zoom aims to be the preferred partner for companies that interact with customers. In order to complete this task as smoothly as possible, various additional applications are now available to you.

So there is AI expert assistant, which can help contact centers listen using generative AI. The system differentiates between those who interact directly with customers and their superiors:

• For customer teams, AI uses natural language to suggest interactions and provide useful information in context and in real time. (Available in Q4.)
• Managers can count on cost-saving suggestions and suggestions to avoid missed opportunities for improvement. (Available in the first quarter.)

The omnipresent AI assistant Zoom Companion also joins the company here. Generative AI provides live transcriptions and summaries. This successor to Zoom IQ also carries out sentiment analysis in real time.

People like to contact companies through channels they already know. Therefore integrate Zoom Virtual Agent And Zoom Contact Center in the coming months with Metas Messenger and WhatsApp.

From Outbound dialer in Zoom Contact Center Customer teams can preview a conversation. The system will also automatically call a number when someone from the customer service team is available to assist. This feature will be available next year. From Remote desktop control A company can also give its customer team broader access to the platform.

This provides event managers with better support when setting up and running live events generative AI in Zoom Events. This can be done through AI-generated email invitations and in lobby chats (available in the coming months) or during live sessions (available next year).

Collaboration pays off

When you say Zoom, you usually immediately think of hybrid working and online collaboration with colleagues. It’s not for nothing that the company has been synonymous with video telephony since the lockdowns. It is therefore not illogical that some improvements have been proposed in this area too.

It was acquired earlier this year Workvivo, a platform to inform, engage and connect employees in a hybrid work environment. That’s why this platform will be integrated directly into Zoom’s desktop in the coming weeks.

Hybrid working also means experiencing the office atmosphere every now and then and seeing colleagues in real life. Many companies have moved away from fixed locations due to the fluid nature of work. From Workstation reservation People can now see a map on their phone or tablet with the location of their reserved spot, including a route. The system also makes suggestions to sit as close as possible to colleagues with whom you work closely.

Sometimes you don’t know whether someone will be there virtually or live. That’s what it’s there for My office view in Huddles. Starting next year, you’ll be able to see whether your closest colleagues are actually in the office or somewhere in the virtual world heap. If you don’t know people in a virtual meeting, that can be solved next year Name tags for a call.

From Dynamic layouts for Zoom Rooms It becomes easier to follow a conversation on the screen. Active speakers are displayed larger. This feature will be available in December and is already in beta.

Through Zoom planner You will find a number of other applications for smooth collaboration:

• Integrate disposable book links into your calendar
• Personalized logos
• Support for multiple accounts to check availability

In the near future, there will be the ability to integrate unique schedules, eliminating the need for users to reserve calendar space per team or region. In addition, delegated support is on the way, allowing (human) assistants to plan something for their boss, for example.

From Visitor management Companies gain more insight into who visits locations. Administrators can write rules, control who can invite people, and view reports about them. Employees can now invite guests and manage all relevant practical matters via one system. This feature is also available in December.

Liveable ecosystem

Zoom sees itself as an open platform and supports this with an ecosystem of integrations, apps and partners. This allows users to choose third-party applications that work seamlessly with Zoom’s systems.

That’s why it’s now even easier for users to create and deploy a workflow via Zoom. The company offers easier access to its APIs and SDKs, allowing developers to make an app accessible across different Zoom products.