Zoom is making significant strides in the conversational AI arena,highlighted by securing what it calls the “largest-ever” deal for its Virtual Agent solution. This achievement underscores the growing importance of AI-driven customer service solutions in today’s market.

Zoom CX Portfolio: A Growing Force

The declaration coincides with an update on Zoom’s customer experience (CX) portfolio,which includes its Contact Center,Virtual Agent,and Workforce Engagement Management solutions. this suite has reached “triple-digit” millions in annual recurring revenue (ARR) and is experiencing “high double-digit” growth, signaling strong market adoption and customer satisfaction.

Contact Center’s Role

The Zoom Contact Center is a key driver of this growth, boasting a 65% year-over-year (YoY) increase in its customer base during the first quarter of 2025. This established customer base presents a significant opportunity for Zoom to expand its buisness by encouraging the adoption of other products within the CX suite.

Virtual Agent: The Popular Add-On

The Virtual agent is proving to be an increasingly popular add-on, driving upsells and larger deals. Zoom CEO eric Yuan emphasized this during the company’s latest earnings call:

Look at the number of upsells of Zoom Virtual Agent, and it’s the largest quarter ever. We have lots of upsell opportunity… [and] it’s playing a big role to drive future growth.
Eric Yuan, CEO of zoom

Zoom “Walking the Walk”

Unlike many competitors, Zoom distinguishes itself by deploying its own Virtual Agent. Visible on the company’s website, the agent communicates in natural language, references its source content, and supports both rule-based and generative responses. This internal deployment showcases Zoom’s confidence in its technology and provides valuable insights for continuous betterment.

The Virtual Agent can also seamlessly hand off conversations to live agents,providing a summary of the interaction to ensure a smooth transition. According to Jodi Reuven, Senior Product Marketing Manager for the Zoom Contact Center, the agent has helped deliver a “97 percent self-service resolution rate.”

Zoom Virtual Agent 2.0: What’s Coming?

Despite its recent success, Zoom is not complacent. The company plans to launch a new version of Zoom Virtual Agent by the end of the month, signaling a commitment to continuous innovation. During the Q&A section of the earnings call, Mr. Yuan revealed that the revamped solution would extend to voice capabilities:

By the end of this month, we are going to launch our new version of Zoom virtual agent with a lot of new features, plus voice agents will be part of that.
Eric Yuan, CEO of Zoom

This expansion into voice was initially previewed as part of a wider agentic AI release at Enterprise Connect in March, with a qualified customer beta planned for later this year.

Integration with AI Companion

Zoom intends to integrate new capabilities from its AI Companion into the Virtual Agent, suggesting the inclusion of new agentic AI features. This integration could enable the Virtual Agent to reason and collaborate with AI agents in other systems, automating more complex customer queries and streamlining workflows.

Key Q1 Figures

• Total Revenue: $1.17 billion for Q1 2025, a 2.9% YoY increase (3.4% in constant currency).
• Enterprise Revenue: Rose by 5.9% to $704.7 million.
• Average Monthly Churn: Dropped to 2.8%, the lowest first-quarter churn rate in zoom’s history.
• Customers Generating Over $100,000: Increased by 8% YoY.