As it evolves into an AI-first enterprise platform, Zoom is embedding agentic AI at the heart of its customer experience strategy. Moving beyond reactive chatbots, agentic AI enables autonomous, end-to-end resolution— managing complex interactions from initiation through to completion without constant human oversight.

This aligns with projections from Gartner analysts, who predict that, by 2029, agentic AI will autonomously handle up to 80 % of routine customer service requests, reducing operational costs by as much as 30 %.

At the centre of the shift at Zoom is the Zoom Virtual Agent. By orchestrating workflows across self-service and live environments, the system ensures intelligent handoffs when human empathy or expertise is required. Ben Neo, Head of Zoom Contact Centre and CX Sales EMEA, explains:“ Agentic AI is transforming how Zoom delivers end-to-end autonomy in customer experience by enabling intelligent systems to autonomously manage complex customer interactions, from initiation to resolution.

“ Zoom Virtual Agent now autonomously completes complex tasks like retrieving order details or updating personal information using either voice or chat. It anticipates needs, offers solutions before problems are fully expressed and integrates seamlessly with Zoom Contact Center to ensure smooth, context-rich handoffs to live agents when needed.”

98 April 2026

AI Magazine April 2026 Issue 39 | Page 98