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BriefsToolAnnounced — not available yet1 min read

Zoom introduces new AI capabilities for Zoom CX at Zoomtopia 2026

Zoom announced a unified context layer, a kiosk channel for Zoom Virtual Agent, and Agent Architect.

Zoom introduces new AI capabilities for Zoom CX at Zoomtopia 2026 — image from Zoom
Image: Zoom

Summary

Zoom announced new features for Zoom CX at Zoomtopia 2026 to help teams resolve customer issues. These include a unified context layer for AI and human agents, an expanded kiosk channel for Zoom Virtual Agent, and Agent Architect for building virtual agents.

What changed

  • Zoom added a unified context layer to aggregate signals from engagements, transcripts, CRM data, and live conversations.
  • Zoom extended Zoom Virtual Agent to a new kiosk channel for retail stores, healthcare facilities, and service centers.
  • Zoom introduced Agent Architect to help teams build agents starting from real support conversations instead of a blank page.
  • Zoom introduced CX Insights to automatically classify voice, chat, and email transcripts and connect them with operational data.

Availability

Announced — not available yet

“At Zoomtopia 2026, we introduced several new Zoom CX capabilities centered on the "Conversation to Completion" theme.”

Founder takeaway

There is nothing to buy or use yet because these capabilities were announced at Zoomtopia 2026 without a public release date.

Source

ZoomCustomer history shouldn't end with the call: Zoom CX at Zoomtopia 2026

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