At Zoom’s annual conference Zoomtopia 2023, the video communications platform revealed its strategic focus on generative AI, investing heavily through in-house models and partnerships with major AI firms like OpenAI and Anthropic. The company is steering towards a “federated approach” to AI, aiming to utilise various AI models from different providers rather than relying on a single model.
One of the key announcements at the conference was the introduction of Zoom Docs, a modular AI-powered workspace intended to address the challenges of hybrid work. Scheduled for release in 2024, Zoom Docs integrates seamlessly with Zoom and third-party apps, providing a versatile platform for document creation and collaboration.
It features the Zoom AI Companion, a generative AI digital assistant, facilitates productivity by generating content based on Zoom Meetings. This addition enables teams to create wikis, manage workflows, and collaborate efficiently, enhancing the overall user experience with its tight integration into the Zoom interface.
The generative AI digital assistant, Zoom AI Companion, has been expanded to include live transcription and sentiment analysis. It now offers seven functionalities, including meeting summaries, faster video reviews, and enhanced Team Chat and Mail features. Zoom has also introduced features such as Whiteboard tasks, making the AI Companion accessible to higher education and healthcare sectors.
Furthermore, the company is enhancing collaboration by integrating with Workvivo, allowing users to access Workvivo directly within the Zoom desktop client. Workspace Reservation is set to introduce a Wayfinding feature, aiding users in navigating office spaces with a map to their reserved seats.
In the domain of customer experience, they are introducing Zoom AI Expert Assist for Contact Center users, offering generative AI capabilities to provide knowledge-based articles and insights during live engagements. Generative AI in Zoom Events aims to support event managers with AI-composed email invitations, lobby chats, and sessions for better event preparation and execution.
The company is also advancing its Developer Ecosystem, enhancing its open platform and Zoom App Marketplace for seamless integration with Zoom to drive key business outcomes.
To enhancing customer engagement, they are integrating Zoom Virtual Agent and Zoom Contact Center with popular Meta digital messaging apps, WhatsApp, and Messenger. This integration ensures personalised interactions, quicker resolutions, and increased customer loyalty.
The company is also bolstering its AI capabilities in various areas, such as the Zoom Virtual Agent, which facilitates faster bot creation without engineering resources. New channels and integrations, including WhatsApp, Messenger, and email, have been introduced.
Zoom Events will see streamlined production and enhanced value for event managers with features like Salesforce integration, Outbound Dialer capabilities, remote desktop control, and third-party app integration, expected to roll out in tiered bundles by year-end.
Overall, Zoom is tailoring its platform to meet the demands of hybrid, remote, and in-office work, with a focus on delivering an outstanding employee experience. The recent enhancements collectively aim to foster flexible collaboration and support various work styles in the evolving hybrid work landscape.
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