Core Insights - Zoom is focusing on AI for its contact center offerings, which is showing positive results with increased customer interest in both autonomous and human-assisted AI tools [3][4] - New customers for Zoom's contact center include SolarWinds and LegalShield, who are transitioning to a unified AI-powered platform [3] - The company is exploring alternative cost models for its AI contact center services, moving towards an outcome-based model for Zoom Virtual Agent [5] Financial Performance - Zoom reported $1.2 billion in revenue for Q3 2026, reflecting a year-over-year increase of 4.4% [5] - The online average monthly churn rate was 2.7% for the quarter [5] Customer Experience Growth - The customer experience segment, including Zoom Contact Center, experienced high double-digit growth in annual recurring revenue during the quarter [7] - Nine out of the ten largest customer experience deals involved AI solutions, highlighting the significance of AI in Zoom's offerings [7] - The company views customer experience as a critical long-term growth area, with AI innovations enhancing both team collaboration and customer engagement [7]

Core Insights - Zoom Communications, Inc. has introduced a new concierge use case for Zoom Virtual Agent, integrated with Zoom Phone, enhancing call handling and support for businesses [1][2] - The company launched Zoom Hub, a centralized content center for organizing and managing Zoom assets, along with enhanced AI features across Zoom Meetings and Team Chat [1][6] Zoom Virtual Agent (ZVA) Concierge - The ZVA concierge offers a 24/7 AI receptionist that provides a personalized experience, handling tasks such as booking appointments and routing calls without long hold times [2][3] - It supports multilingual conversations in several languages including English, Spanish, French, German, Portuguese, and Japanese, ensuring a consistent experience for callers [3][4] Use Cases for ZVA Concierge - In healthcare, the ZVA concierge can quickly connect patients to the right care, answer common questions, and allow appointment bookings after hours [7] - In retail, it assists customers in finding products, checking stock availability, and scheduling pickups without human intervention [7] - In manufacturing, it captures service requests and guides customers through troubleshooting, directing them to the appropriate team [7] - In financial services, it provides personalized service by gathering information and resolving requests efficiently [7] AI Companion Features - The AI Companion enhances meeting scheduling by analyzing calendars and time zones to suggest convenient meeting times, eliminating scheduling friction [8][9] - It automates the coordination process, sending invites and tracking responses in real-time, ensuring quick meeting confirmations [10] Zoom Hub - Zoom Hub serves as a central workspace for users to create, manage, and organize Zoom files, integrating with AI Companion for efficient content creation [11] - It consolidates various Zoom assets, including meeting recordings and documents, to streamline user experience [11] Zoom Team Chat Enhancements - The integration of AI Companion into Zoom Team Chat allows users to draft messages and summarize documents without opening files, improving productivity [12][14] - These updates are included at no additional cost for paid Zoom Workplace plans, reinforcing Zoom's commitment to an AI-first collaboration platform [14]