Zoomtopia 2024 unveils AI Companion 2.0 upgrades (Full Transcript)

[00:00:00] Speaker 1: We're very serious about our racing and very competitive in our desire to win. I think what is very important in my work in terms of innovation is that you always have to try and think ahead and become better, really. Luckily, over time, we've shown that we can do that.

[00:00:14] Speaker 2: Effective communications are really critical during a race weekend. We're only permitted to send 60 people to the racetrack by regulation. So we trust Zoom team chat and Zoom meetings as core communication tools that allow us to communicate between the racetrack and our headquarters here in the UK. It allows us to make race winning decisions under extreme time pressure. And occasionally problems happen and we need the people providing support to troubleshoot quickly. And that requires seamless communication that works everywhere in the world in a reliable and secure manner.

[00:00:50] Speaker 1: Traditional communication methods can't keep pace with the fast evolving design needs of a Formula One car. Coordinating complex designs and facilitating rapid prototyping demand precise and efficient communication tools. Zoom whiteboard and Zoom workplace is our medium for collaborating and unleashing the design team's creativity to create car components and systems that do what we do best, which is to win.

[00:01:16] Speaker 2: People just love how easy it is to work and also the quality of audio and video. Zoom also has allowed us to do things we could never do before. Part of our marketing strategy is to host more events. In the past, you had to be present in the event space. And now with Zoom events, we can also allow remote people to participate in a very rich and engaging manner.

[00:01:40] Speaker 1: The key elements of being a championship winning team are very much the people, the tools, the technology, the environment, the culture and the spirit that binds everything together. Zoom and Zoom workplace are very much integrated in our working practices and we're all about pushing the boundaries, you know, striving for the impossible. It's helping us to achieve those goals and targets. We don't spend a lot of time looking backwards. We're always looking forward in this business and we're very excited about the challenges ahead.

[00:02:15] Speaker 3: All right, I'm fired up now. Studio audience, are you ready? If you're just joining us, welcome to Zoomtopia. Before we start, we have an important reminder. Please note that the statements and information provided here today are intended for informational purposes only. It may not be incorporated into any contract, any future looking indication of plans or features or functionality. We may go over our tentative and subject to change without notice. Are you ready? Let's fire up a Zoom doc. Let's lean in to watch the future of communication and work unfold in real time. Welcome to Zoomtopia.

[00:02:59] Speaker 4: Wherever you're joining from, Zoomtopia 2024, are you ready? Are you ready?

[00:03:27] Speaker 5: Wherever you're joining from, Zoomtopia 2024, are you ready? All right. Then please join me in giving a huge warm welcome to Zoom CEO and founder, Eric Yuan. Thank you.

[00:04:00] Speaker 6: Sorry, everyone. It's my alarm. Remind me to the stage. See? As I don't have a mute button here. Hello. Welcome to Zoomtopia. So good to see you. You know, when I'm in a room with people, I'm often struck by two things. How similar we are at heart, but also how unique we all are. I mean, just look at my ringtone. Each of us has a unique way of approaching the world that sets us apart. From engineers to product designers, front-line workers to programmers, marketing professionals to lawyers and everyone in between, our diverse perspectives help us tackle challenges and find creative solutions together, pushing boundaries of what's possible and bridging the gaps between us to deepen understanding and connection. That's really amazing. But the busier we get, the harder it can be to operate from that unique place. Coming out, time and space in our lives makes it easier to tap into that part of us, which helps us be the best version of ourselves and the best contributors, both personally and professionally. Tapping into our authentic selves would also positively impact all our communities. And that's what Zoom's vision is all about. Zoom has evolved into an AI-first work platform for human connection. Zoom helps you create more space so you can hear your inner voice, and you can be more creative, connect with others and get more done. This is very important to me because I want all of us to be able to get back to things that really matter, like focusing on creative work. That makes us feel very excited. Or having more time throughout your work week to spend with your family, colleagues or community. But today, we really can't do that as much as we'd like. The reason why, five days a week, we are just too busy. And there's no time to do the things that require our unique human spark. So think about it, what if AI could free up a whole day every week? It's not such a wild idea. Back in 1926, Henry Ford revolutionized the work week going from 48 hours to 40 hours. So if we did that again today, imagine a space that would create meaningful dialogue and a stronger connection that could lead to new discoveries. That's very, very important. There's so much untapped capacity for full expression and potential. That's what Zoom AI Companion was built to unlock. With innovations woven throughout Zoom workplace that empower individuals and team collaboration. Zoom AI Companion frees us up and gets more done. So to do what only we can do, then we could work happy. Most of you know that, what makes me happy? My family, basketball, especially the Warriors, and talking with my customers. I love you all. You inspire me so much. Connecting with you, making jokes, figuring out how I can help you and your business. That's really my happy place. AI Companion helps you create a space for bringing more meaningful activities back into your day. That's the definition of AI first. It's the definition of work happy. So what could the future of Zoom AI Companion look like? Let's say every morning I have a team meeting scheduled in my calendar. Not to mention so many emails, Zoom team chat messages, or voicemail that I need to respond to. That's a lot. I wish I was this popular in high school. I love AI. I was not that handsome back then. My wife will tell you that. In any case, I do see AI Companion can help with all of this. But honestly, my dream is that every morning, Zoom AI Companion can act as a full digital assistant. And it will tell me, Eric, you have a team meeting scheduled in your calendar. You only need to join two of them for critical decision making and brainstorming. Also, don't worry. I took care of the dishes, too. So already, I'm relieved. So in the morning, when you wake up and open up your Zoom Workplace app, it's not you. It's not your assistant. It's not your chief of staff. It's Zoom AI Companion who can help you, who has already done so much work for you. I think over time, AI will become better, will become even safer. And this idea could evolve into something that can do even more for us. It could do a lot of groundwork and reducing our overall workload, but leaving the important decisions for each of us. It's very important. It could attend meetings or even assist in contract negotiations. All of us would customize our digital assistant, which again, over time, it could evolve into this concept of my favorite topic, a digital twin. We've got a bold vision. Our easy-to-use innovations set us up to lead in this space. We are giving you the power of generative AI in a very different way, revolutionizing the way you connect, communicate, and get things done. This is our work. This is the next Zoom era. In addition to innovations we create, we are always mindful of your safety, and we are dedicated to delivering AI innovation with privacy and responsibility, giving you control to protect your personal information. We provide you with choices for activation and use of AI companion features for your organization. And we do not train any of our customer content with our AI models or any other third-party AI models. That's why over 4 million Zoom customer accounts are enabled with Zoom AI Companion, including 57% of Fortune 500 companies. And since day one, it's included at no additional cost because we want everyone across your organization to be able to access its power. All right, let me tell you what's happened since the last Zoomtopia. Our team has been very busy, working extremely hard, expanding our incredible platform to empower you further. In just the last year, we announced over 3,000 features. Here, I need all of you to give me a round of applause. Thank you for all those hardworking Zoomies. Thank you. So, just some of the highlights. In March, we announced, we launched Zoom Workplace. And last September, we launched Zoom AI Companion. In August, we launched Zoom Docs. And we have expanded Zoom Contact Center with a Workforce Management Suite. And the world is loving Zoom. Our last company named Zoom as one of the most innovative companies. And it continued to be named a leader in the Gartner Magic Quadrant. Also, in the latest Gartner Peer Insight Report, Zoom was the only vendor to receive customer choice designation. And we are so glad that what we are doing is working for you. We also announced several important partnership milestones. Industry leaders like Meta and Trilio, they trust Zoom. That's why they selected Zoom as their preferred migration partner. Market leaders like Avaya and Mitel and others also have chosen Zoom as a strategic partner. They all trust Zoom to help them build the best solutions for their customers. One of the reasons customers and partners, they have chosen Zoom is for our open work platform. As they integrate well with other ecosystems like Microsoft, Google, and ServiceNow, to name a few. It's humbling to hear from you how Zoom Workplace is helping you to achieve your business goals. And two out of three active enterprise Zoom accounts are using Zoom Workplace for more than just meetings and a phone. So if you haven't tried, please check it out. Better, easier, what's not to love. Now, you know, it takes a village to innovate and deliver solutions that meet your changing needs. Well, it also takes a village to put on Zoomtopia. So a big thank you to our sponsor, Village. We definitely couldn't do this without you. So thank you so much. Listen, our AI-first approach is all about giving you your life back, not taking it over. Some of my great friends also love Zoom AI Companion. Please check it out. Okay, Eric, you were right.

[00:18:50] Speaker 1: Your AI Companion did save me some time.

[00:18:52] Speaker 7: Okay, Eric, you were right. Your AI Companion did save me some time. So I guess I now have some time to give you that three-point lesson you've been asking for for years.

[00:19:09] Speaker 6: I will show you my three-point shooting skills at next year's Zoomtopia. Kidding aside, as we move closer to realize our dream and to get to our vision of the future, I want to make sure you know that. We will continue working as hard as we can to deliver mind-blowing solutions that will help you work happily with Zoom AI Companion. This morning, I asked Zoom AI Companion to help me work happily. And it ordered my favorite tea, organized my calendar, and scheduled a yoga session. And it also threw in a friendly reminder that my three-point shooting is still trash. Thank you, AI Companion. I didn't need that last part, as my son reminds me every day. So only one thing that AI Companion cannot do is to help me become Stephen Curry. Okay, it's time for the fun stuff. Our Chief Product Officer, Sumita, will share all those groundbreaking innovations. Let's welcome Sumita. Thank you all. Love you all.

[00:20:58] Speaker 1: Thank you.

[00:21:03] Speaker 8: Hello, everyone. It is so great to be here with you. I must say, I really feel the times we are living in are thrilling when it comes to technology. I love that we all have so many choices, so much flexibility. It means our teams can work together the way they want to. And now, with generative AI, we have got the ability to free up more mental space. So we can do our best work, focusing on what each of us excels at. But then, why are so many companies continuing to operate with a good enough mindset? They seem to be okay with adequate products, prioritizing quick fixes, pushing them out as incremental updates, and bolting on AI features that are just good enough. When they could make things better for their customers. At Zoom, our mindset has always been, why settle for good enough when you can be great? So we set out to make things even better for you. Now, let's get into it. We launched AI Companion a year ago, and it's already woven into most of our products, including phone and contact center. I know, and I hear from many of you, that you are feeling challenged by the hype on generative AI. You're looking for simple, easy to use AI experiences that just work. Helping you get what you need is driving our journey to transform Zoom into an AI-first work platform. AI Companion is making a big difference in my work experience. It's allowing me more time to engage with colleagues and customers. Meeting summaries is a lifesaver. It means less note-taking, and I use Ask Meeting Questions to summarize main discussion points while the meeting is happening, getting to resolution quicker. It's magical. You should try it. I have also been using AI Companion in Zoom Docs a lot. Creating product briefs from meetings, adding my thoughts, improving my writing. I love it. And it's not just me. We have gotten a lot of feedback from our customers across the board that they are loving it too. We push hard to give you AI that's higher quality, that you can trust to deliver helpful results. When compared to Microsoft Copilot in recent third-party testing, Zoom AI Companion is better at reducing errors by 36% for transcriptions and 15% for meeting summary. Every day, you trust Zoom with critical interactions, and we are doing everything in our power to make those interactions even more impactful. And that is why we are introducing AI Companion 2.0. Your AI personal assistant helping you accomplish even more and get things done. It's available across Zoom Workplace, so you can bring it up anytime. Keep it open in a side panel. Your new personal assistant understands what you're looking at, your prior interactions, and provides valuable suggestions to help you stay on top of your work. It also synthesizes your information, pulling in data from your meetings, chats, docs. And when you connect Zoom with third-party apps, AI Companion 2.0 can pull data from Microsoft Outlook and Office, Gmail, Google Calendar, and Google Docs. AI Companion 2.0 can even access data outside of Zoom if you enable it. Your personal assistant will easily search the web to look up information in real-time. As you can imagine, Zoomies are testing and testing it hard. Now let's take a look at how it works. AI Companion 2.0 is amazing. It takes the content of my meeting and crafts the perfect email to the customer.

[00:26:15] Speaker 1: And it can even change the tone depending on who I'm talking to. I can even change the tone of my voice.

[00:26:19] Speaker 9: I can change the tone of my voice. I can change the tone of my voice. I can change the tone of my voice. It's amazing. It takes the content of my meeting and crafts the perfect email to the customer. And it can even change the tone depending on who I'm talking to. I have that control, I have that freedom and flexibility to personalize the messaging as it also meets my tone, before sending it to the customer. Right from the side panel, I was able to switch over to mail and send the email to the customer.

[00:26:45] Speaker 10: One of the ways I like to use AI Companion is to stay focused in meetings. I have lots of meetings per day, and sometimes I have to multitask to stay on top of all my activities, and I will use features such as Catch Me Up or, as my name mentioned, just to make sure I don't miss any of the important parts inside of a meeting. A lot of times I'll take notes about product requirements, and I can use AI Companion to actually generate the first draft of a product requirements document, which I can then edit inside of Zoom Docs. Sometimes I have meetings with large groups of individuals and I want to help them relax, so I can ask AI Companion, what are some ways to do icebreakers or to introduce meetings?

[00:27:19] Speaker 11: Every time I open my laptop in the morning, I could get really overwhelmed by all the unread chat messages and emails, but now with Zoom AI Companion 2.0, I can finally catch up. Every morning I will ask Zoom AI Companion to help me summarize all the recent chats and emails. It really helped me stay focused on the most urgent and important items.

[00:27:42] Speaker 12: One of the things that scares me about my job is the fear of the blank page. For the last few weeks, I've been using it to try and help me get my creative juices flowing. The other day I needed to work on some campaign ideas. I had the project brief in a Word doc, and I was able to pull that into the AI Companion side panel and ask AI Companion to give me some ideas for taglines. It took just a few moments, and then AI Companion came up with some pretty good ideas. And I was able to save time and not feel so daunted by the blank page.

[00:28:22] Speaker 8: AI Companion 2.0 will be available this month, with additional features and enhancements rolling out later this year. AI Companion 2.0 is still included at no additional cost with your paid plans. This means, like Eric said, you do not have to pick and choose. All your people can benefit from these powerful capabilities. That means a lot to me, and I'm sure to you, too. Okay, we'll switch gears. Ready for a little technical talk? Please help me welcome X.D., our Chief Technology Officer, to give you a peek into a unique technical approach.

[00:29:11] Speaker 13: Come on up, X.D. Hello, Zoomtopia. I'm very excited to share with you what AI Companion will be redefining productivity, not just for today, but for the future.

[00:29:38] Speaker 1: All right.

[00:29:39] Speaker 8: So, tell us a little bit more about the technology which is powering it all.

[00:29:44] Speaker 13: Absolutely. There are really three key things I want to highlight that will set us apart from everyone else. First, our federated AI stack. We are combining the best of the best models out there, from Anthropic, OpenAI, Matter. We also bring web search capability through our partnership of Perplexity. By combining all of those models together, we're also developing our proprietary small language model. Combined with all those amazing AI models, we are able to offer unmatched performance and efficiency. Number two, we are having AI-first user experience. We are optimizing both screen-based graphic user interface, as you are familiar, and conversational user interface, as defined by ChatterGBT. The information will flow between those two to adapt to your needs, to be truly AI-first, not bolted along. And the third, we have a truly system of action. This means we will anticipate your needs, learn from your pattern, and take action as needed. AI company will help to track your action item for the whole lifecycle of your projects. This is a step above what we all know for the productivity suite as defined by the previous generation. Those are the three key things that set us absolutely apart from anyone else.

[00:31:35] Speaker 8: That is so cool. So we keep hearing so much about AI agents. What can our customers expect from Zoom on that?

[00:31:46] Speaker 13: So Zoom AI company 2.0 is already a super agent. We will adapt this for your own needs, get a good memory, and track the lifecycle productivity needs for you. The action item, the task you need to pay attention to, will be harvested, curated, and updated for the lifecycle of the project. This is going to be unmatched productivity for all of us.

[00:32:19] Speaker 8: Just to clarify, so you are saying instead of having multiple individual agents assigned to chat channels or documents, AI companion will be your single unified personal assistant?

[00:32:30] Speaker 13: Yes. By companion, we orchestrate all the potential agents out there from both the first party and the third party to orchestrate this on your behalf to help you redefine productivity.

[00:32:49] Speaker 8: Thank you, XD. All right, we hear a lot of love for Zoom AI companion, but you have also been asking us for more because the way your employees work and the way your company works is unique. And you have asked how AI companion can evolve to address this. Well, you have come to the right place. I am beyond excited to announce that you will now have the ability to make AI companion your own with a new custom AI companion add-on for Zoom workplace license. Super exciting. Let us dig into its capabilities. By giving AI companion access to your data sources and favorite apps, you can expand its ability to do more in ways that align with exactly how you work. It is more customized to your needs and it can manage actions across your applications if you want it to, like XD said. For example, here is an internal collaboration example. Let's imagine you are in IT and you need to give the marketing team access to new software. First, AI companion pulls a list of employees from Workday Connector. Then it asks ServiceNow's AI agent, NowAssist, to attach it to the request. NowAssist performs the task and confirms the step is done. Next AI companion submits a Jira ticket to provision the software to the team. AI companion in action across the apps that you use. Now check out the stellar group of companies that will have connectors for custom AI companion add-on. Together, we are enabling you to work exactly how you want to work. That has always been a core value for us. That's why we have always been an open platform with more than 2,700 apps and integrations in the Zoom app marketplace. Killer APIs and SDKs, the possibilities are truly endless. So what powers all that goodness? Another new rock star, Zoom AI Studio. This will help you customize your experience. With Zoom AI Studio, you will be able to fine-tune AI companion with your company vocabulary, add knowledge bases like employee handbook, HR policies, and whatever else you need easy access to. Plus, you can build new skills like a highly customized meeting summary template that makes your summaries even more actionable and effective. The custom AI companion add-on will also provide more personalized experiences so you can grow your skills and scale your efforts. With the personal coach capabilities, each user can benchmark themselves and set their own custom goals to help them grow and improve. You can also personalize your video clips to look and sound like you and AI companion will do the rest. Just enter your script and it will generate the video for you. You can even have it translate your message into different languages. It is amazing to see that. Now it's easy to get your message out fast and share it widely. This feature has many built-in safeguards to help prevent misuse for deep fakes, advanced authentication methods, watermarking technology, and strict usage policies are all used to protect the integrity of avatar-generated content. The custom AI companion add-on will be available for purchase in the first half of 2025. I can't wait to hear about all the ways you'll tailor AI companion to amplify and accelerate the great work that you do and to help your employees work happy. Over the last year, AI companion has really changed the way we work at Zoom as it has for many of you. I'm excited to welcome the CIO of Zscaler, Praniti Lakhwara, to share how their team has been using AI companion. Come on up, Praniti. Thank you so much for being here with us today. Tell us how are you using AI companion at Zscaler?

[00:38:04] Speaker 14: Smita, thank you for having me today. Listen, like all companies at Zscaler, we've been thinking very intentionally about how we can leverage AI to make Zscaler more competitive, more agile. Like all CIOs, I have to think about how to use the plethora of tools that are out there securely without any data leakage and with data privacy at the forefront. My task, as you can imagine, is amplified as the CIO of a cybersecurity company. Zscaler's business is helping thousands of companies securely use Gen AI. You can imagine how seriously we take this. After a robust process, due diligence, security process, governance process, we turned on AI companion in April 2024, all of the features.

[00:39:00] Speaker 8: Wow. And how do you decide which employees get access to Zoom AI companion?

[00:39:08] Speaker 14: You know, we talk about zero trust. One of the principles of zero trust is segmentation. That is, our colleagues have access to the right tools, the right resources, without giving broad access to everyone. But in Zoom's case, as one of our largest productivity platforms, we didn't have to segment. We have enabled it for all of our users.

[00:39:32] Speaker 8: We do. We love our customers and, you know, thank you. And what has the response been?

[00:39:37] Speaker 14: Oh, gosh. It's been great. I'm a firm believer that productivity tools, they need to be adopted organically. We need to foster a pull versus a push approach from IT. And this means that employees are naturally going to gravitate towards these tools because they make their work lives easier. Since we've turned on Zoom AI companion, we've seen just that, a very healthy, natural adoption where the tool has quickly become an integral part of our daily workflows. The intuitive design, it's enabled employees to really embrace AI companion without a lot of training from IT. And as you know, consumers these days, they expect the ease of using tools. In enterprises like us, we've got to deliver consumer grade experiences. Our task is made easier because Zoom does this extraordinarily well.

[00:40:39] Speaker 8: Thank you. I'm Zoomies. I really appreciate that. I'm sure they work hard at it. And where are you seeing, share with the audience, the greatest impact for your business?

[00:40:50] Speaker 14: You know, I've been talking a lot to my team about digital employee experience. It's more critical than ever, especially in high scale organization like ours. We often discuss employee experience and culture in terms of these big picture goals. Yet, the reality is that these concepts are built from everyday moments, routine meetings, casual conversations, one-on-ones, and unfortunately, everyday friction. And making things easier for our teams every day using AI companion, it contributes to raising this bar on experience. One area that I will be very specific on has been particularly evident, raising the bar is among our sales and customer success teams. They have been eager adopters, leveraging Zoom AI to streamline client interactions, taking notes, to prep for meetings. And AI companion really enables that extra level of support. It allows them to focus their time on building resolute relationships versus doing these administrative tasks. Another area that I'm going to talk about, which I think is common for all of us, it's especially beneficial for geo-dispersed teams. We can now have team members quickly catch up on what happened no matter where they are, no matter what time zone they're in, crisp meeting summaries for the win. And this dual impact, Smita, on both productivity and work-life balance, it really contributes to individual satisfaction of our employees and to the overall success of our business.

[00:42:38] Speaker 8: Thank you so much. Thank you so much, Praniti. It's great to... I'm sure the audience loved hearing from you. Thank you so much. Thank you so much. Next, please welcome Cynthia, who's going to share everything you need to know about the new innovations across Zoom Workplace. Come on up, Cynthia. I'm Cynthia.

[00:43:14] Speaker 15: Zoom Workplace launched just over six months ago. With AI Companion woven throughout, it streamlines communications, improves productivity, increases employee engagement, and optimize it, flexible work. our customers tell us what they love about Zoom Workplace, their answer always begins with, it just works. That's why it's already making ways, transforming businesses across industries in ways that deliver tangible value for our customers. According to S&P Global's Technology Impact on Business report, organizations using Zoom Workplace are seeing an average of $12,000 in added value. For each user, every year. And for people who spend at least two hours a day in meetings, AI Companion could save them an estimated six hours a week. That's a lot of time saved. It also helps you with all the noise created by the massive information overload happening 24 seven. It's coming at you from every direction, like chats, emails, phone calls, plus all your other productivity tools. It's hard to stay focused and manage it all. Now, with AI Companion 2.0, you'll be able to get out from under that overload. It's like having a personal assistant by your side all day. And to help you stay on track, I'm excited to announce Zoom Tasks. It's an- It's an AI first solution that help you check your projects. It can detect, recommend, and help you complete tasks based on conversations from across Zoom Workplace. That includes meetings, phone calls, fast-moving chats, or an urgent document where you're collaborating with others. AI Companion will be able to assist with to-dos like scheduling a meeting or drafting a document. Zoom Tasks will be coming later this year. Now, for many people, a big part of the workday is spent in meetings. And when you have unclear agendas, runaway discussions, that wastes time. With AI Companion, people are having more engaging and productive meetings. And it's about to get even better. AI Companion 2.0 will help you generate meeting agendas to make sure you're covering the most important topics. Once you're in the meeting, AI Companion will help you stay on track by creating a summary displayed in real time with the topics you discussed mapped to the agenda. AI Companion is coming to Zoom phone as well. You can ask it questions and get summaries just like you would on a Zoom meeting. And if you don't need to have a meeting but do need to provide a quick update, AI Companion will be within Zoom Clips. So you can choose from one of our pre-populated avatars and start generating video clips right from a script in seconds. No more need to get camera ready and no more time wasted perfecting a recording. Let me show you a demo. Meet Craig. Craig is on a tight deadline to create a global strategy and rollout plan for an upcoming product launch. Leadership wants to review it tomorrow. He's feeling short on time and overwhelmed, but he knows he has AI Companion by his side. Here's how it's helping him as he works toward the looming deadline. There are a lot of stakeholders working on the product launch. Craig asked AI Companion to schedule a meeting for him with everyone in the project chat channel. AI Companion queues up the meeting invite and even suggests an agenda to make sure the meeting is as productive as possible. Craig shares a meeting invite into the chat channel and he's ready to go. Now it's time for the meeting. Craig's goal is to make sure the team is ready for the executive review. As his teammates join, Craig uses AI Companion to conveniently open up the agenda to kick off the meeting. The team gets deep into discussion on regional competitors for the launch. Craig asks AI Companion to summarize the feedback from the team. He then asks AI Companion to get more specific and clarify what regions the team was referring to. AI Companion reminds Craig that the team is focused on Europe and South America. The accuracy amazes Craig. AI Companion is actually acting like a fourth person in the meeting, picking up on the context of the conversation too. Next, Craig asks AI Companion to create a Zoom doc that they can use for the global rollout. AI Companion uses the information from his global strategy presentation and the conversation they've had so far to create the Zoom doc for him. Craig shares a doc into the meeting, but this isn't a regular screen share. Everyone on the meeting can collaborate live together. With the agenda topics addressed, it's time to wrap up and get next steps. AI Companion does this for Craig as well. It curates a set of next steps from the meeting and helps insert them into the Zoom doc to help manage the project. The team agrees and they end the meeting. After the meeting, the global rollout plan is shared in team chat. The team starts providing feedback and Craig wants to make sure all that feedback gets captured in the Zoom doc. In the past, it would take a lot of time for him to sift through all the emails and chats. Well, not anymore. AI Companion can do that for him. Craig opens the Zoom doc and asks AI Companion to update the doc based on the feedback in this chat channel and an email. AI Companion synthesizes all that information and incorporates the feedback into the doc. One of the tasks is to create a clip to make sure the marketing team is aligned to the global strategy plan. Craig clicks on the task and is taken to Zoom Clips to create the update. Well, Craig is in a hurry and he doesn't have time to perfect the recording. So, he uses Clips avatar to help. AI Companion creates a recommended script and Craig selects an avatar from the list to generate the clip. He checks the clip for accuracy and shares it with the marketing team. Just like that, Craig has completed this task. The task is marked as completed in the Zoom doc and in Zoom Tasks. AI Companion has surfaced a couple additional action items on Craig's task list. One of the tasks is to call his boss and update him before the executive review tomorrow. Craig calls him on Zoom Phone to get ready for the review. AI Companion is right there with Craig on Zoom Phone, too. He can ask it questions and get real-time summaries, just like he saw earlier on the meeting. His boss loves the plan. Awesome. Now, they're ready for the leadership review. Getting various teams aligned to meet a deadline can be hard, especially when you have limited time. With an AI-first approach, Craig was able to get ready for the big leadership review tomorrow, with AI Companion there every step of the way. This is the power of AI. It truly can help you fly through your day and get more done. Now, even though Zoom transformed virtual connections, sometimes things happen in person. Well, the good news is we're expanding AI Companion to support in-person collaboration. Soon, you'll be able to use AI Companion for in-person meetings, just like you do for Zoom meetings, to take notes, create summaries, and identify action items. On your phone, just click on In-Person Meeting, and AI Companion goes to work, so you can focus on the conversation. And for those who go into the office, we're expanding AI Companion capabilities to Workspace Reservation. It helps make sure your commute is really worthwhile by automatically recommending which days to go in, based on when your teammates will be there. Workvivo, the employee experience platform, is also part of Zoom Workplace. When it comes to company culture, employees across the world and businesses of all sizes love Workvivo. It serves as a digital heart of a company, helping increase employee engagement, remove barriers to internal communication, and create a sense of belonging. It's so impactful, and it's a great way It's so impactful that companies including Amazon, Virgin, ExxonMobil, and Dollar General all use it to elevate employee engagement. And AI Companion is coming to Workvivo. It'll help you create employee-related content faster and smarter. We're also introducing Employee Insights, Workvivo's new solution with AI to help you improve employee engagement and performance. Let's take a look.

[00:52:25] Speaker 4: Introducing Employee Insights, Workvivo's new employee listening tool. Instead of relying on email to drive response rates, it's mobile first, built right into your employee app, making it easy to reach and include everyone, everywhere. Measure engagement, gain valuable insights, and take effective action all through one powerful platform. Zoom AI Companion takes insights to the next level by distilling employee sentiment and surfacing actionable insights from thousands of comments instantly. Instead of needing multiple engagement tools, Workvivo brings everything together in one digital employee experience app. Ready to elevate your workplace?

[00:53:31] Speaker 15: Zoom Workplace is fast becoming a force to be reckoned with, helping businesses across the world accomplish more and experience what it means to work happy. Now, please welcome Michelle. She's going to dive into Zoom AI solutions for customer experience.

[00:53:57] Speaker 1: Woo.

[00:54:00] Speaker 16: Thank you, Cynthia. OK, here's the deal. More often than not, customer experiences are frustrating. You've been there. So have I. It sucks. But the harsh reality is customers are breaking up with brands after just one or two bad experiences. It is more important than ever to improve how you support them. And it's not just customers. Agents need support, too. That's where Zoom Contact Center cuts in. It has AI built in, not bolted on like some other technologies, giving your customers more visibility across their customer journeys so they can create seamless experiences. It's rapidly improving the way agents work, collaborate, and connect. One of our happy customers, Venture Employer Solutions, used Zoom to transform employee and customer experiences. By connecting the back office with the contact center, they were able to reduce handling times and increase their first call resolution. It's a great example of the power of Zoom Contact Center and the direct relationship between employee happiness and exceptional customer experiences. But Venture isn't alone. Over 1,300 brands from around the world trust us with their most precious asset, their customers. The AI within Zoom customer experience predicts, automates, and most importantly, makes customer engagements more natural. Nothing is more frustrating than being stuck in a robotic self-service loop with no way to reach a human agent. Zoom Virtual Agent solves for this by providing personalized and engaging chat conversations that make your customers feel heard. And it's intelligent enough to identify when to escalate to a human agent so customers can say goodbye to those robotic loops. And today, I am super excited to announce new enhancements to Zoom Virtual Agent. It can take several problems and solve them within a single engagement without getting confused or dropping the ball. It uses natural language processing in ways that feel natural to your customer, like they're talking with your best agent. And later this year, we'll be previewing our Virtual Agent for Voice. So what you get in chat today, you'll get for phone calls. This means whatever type of support your customers choose, they'll get consistent, high levels of self-service. Now, when it comes to your agents, it's critical to treat them like a valued employee because they are the face of your brand and your relationships with your customers are in their hands. But they're overwhelmed with call queues, struggling between toggling with many systems, trying to find information. They're spending too much time on administrative work required after a call. They need help. And it's no wonder turnover is so high for agents. It's important that they feel empowered, supported, and connected to the entire organization. And this is how Zoom Contact Center is able to help. AI Companion for Contact Center helps reduce time spent on administrative tasks. It summarizes calls, generates follow-up tasks, and analyzes customer sentiment, saving agents valuable time. Plus, it's included with every Contact Center license. AI Expert Assist provides even more help throughout engagements. It surfaces customer information from CRMs and suggests what next steps should happen right from the agent desktop. And to help them further, today, we're announcing even more capabilities for AI Expert Assist. Our agent guides provide simple, scenario-based scripts to support agents every step of the way. And now, our new dynamic agent guides take that even farther. It analyzes the conversation in real time and identifies which of those steps it can skip. This saves both agents and customers from having to repeat things unnecessarily. Suggested Answer uses AI to understand conversation context and provides the agent a suggested scripted response so they can keep the conversation moving without any interruption or delay. And of course, we support supervisors too. Up until now, Supervisor Assist enabled real-time call monitoring and live sentiment analysis. Now, we're giving them supervisor flagging, which notifies them immediately when a customer engagement needs their attention. That means they can focus on other tasks knowing they won't miss a single urgent intervention. These new features deliver instant insights and on-the-spot support that translates into happier agents and customers. Now, I'd like to welcome Robin to the stage and see how it all comes together.

[00:59:22] Speaker 17: All right, let's check back in with Craig from our first demo. His favorite baseball team just made it to the playoffs. He already has tickets for him and his wife. But here's the kicker. His in-laws just decided to join them unexpectedly. Now, Craig needs two more seats near theirs. Oh, and Craig forgot to complete his season ticket renewal at his new address. He needs to get this fixed quickly. He hops on the Osmo website and starts chatting with their bot. He types in the three things he needs to do. Grab two more tickets, update his address, and renew his season tickets. Well, luckily for Craig, Osmo uses Zoom Virtual Agent, which is tailor-made for handling these types of requests. Craig didn't mention the exact date of the game or where he wanted to sit. But the Virtual Agent is already on it. It's digging up that info behind the scenes. And what's cool is Craig can see the seat options for his in-laws right there in the chat window. This helps him visualize how close they will be. He reviews them, then makes his choice. Craig's impressed by how smoothly this interaction is going. And the Virtual Agent is just getting started. Craig has two more items on his to-do list. And the Virtual Agent is not going to leave him hanging. In a friendly tone, it asks Craig to clarify his address change. It's connected to Osmo's CRM and will be making the update in real time. Next, the Virtual Agent moves on to the last request, renewing his season tickets. Osmo has some stringent rules and decides to bring in a human agent to help. It quickly identifies an available renewal specialist and brings her into the conversation. Now, let's continue from the point of view of our agent, Vivian. Before jumping in, she takes a quick peek at Craig's chat history. Empowered with the context, she feels ready to help. Vivian picks up right where the Virtual Agent left off, so Craig doesn't have to repeat a thing. He confirms his seat choice and then asks Vivian if he qualifies for any special fan experience. With one single click, AI Expert Assist researches Osmo's knowledge base and creates a response for Vivian that she can copy and paste right into the conversation. And this saves her valuable time and ensures Craig isn't left waiting for a response. She tells Craig he is eligible for some special perks and AI Expert Assist jumps back in to give her a hand on booking it. She's guided step by step through a list of questions that will help personalize the experience for Craig. He answers all the questions and that's it. Craig is booked for the season and is all set for a special meet and greet experience. Vivian feels proud that she's delighted another customer. She ends the chat and AI Expert Assist has one more trick up its sleeve to help. It auto-generates her post-call notes, a task she hates to do. Feeling empowered and encouraged, Vivian is ready to take on her next customer. With Zoom Contact Center, providing exceptional customer experience is just that simple. Now, I'd like to welcome Randy to share what's new for our industry solutions.

[01:03:24] Speaker 18: Thanks, Robin. So, Eric mentioned that we launched 3,000 features this past year, and several of these were actually based on industry-specific requirements that you asked us to build. From government, healthcare, and education, to retail, financial services, manufacturing, and beyond, we've got you covered. We've got you ready to go. We've got you ready to go. We've got you ready to go. And beyond, we've got you covered. For example, in the U.S., we just recently added AI Companion to our FedRAMP-authorized Zoom for Government product portfolio. Now, when it comes to education, the way people learn has changed, and Zoom has been at the forefront of supporting that evolution. In fact, today, nearly 90,000 schools, universities, and educational institutions globally are using Zoom to enhance learning outcomes. And many of them are already benefiting from AI Companion, including the University of Rhode Island. Well, we've got a lot more up our sleeves to support the education industry, and I'm pleased to share that now we're expanding AI Companion with education-specific enhancements to empower educators and to keep students engaged in both remote and in-person learning. So, teachers and professors, they actually spend around 10 hours a week creating lesson plans before each class or lecture. And this translates into hundreds of hours to develop a year's worth of material. Teachers, we got you. With Zoom Docs and the power of AI Companion, you can now create your lesson plan in much less time. AI Companion will use your past class summaries, lecture content, and other resources, including information from the web, to help you quickly build lesson plans. In class, AI Companion can also help you strengthen student engagement by monitoring and summarizing in-class chats and then answering student questions all in real time. And after class, AI Companion can enable continuous learning by automatically generating rich, interactive lecture summaries, as well as class materials, like flashcards, quizzes, and assignments. Pretty cool. So, up until recently, and I think all of us know about this when we were in school, taking notes, correction, taking good notes in class was actually a chore. Well, that's why we are very excited to announce a new live notes feature for education. Live notes in AI Companion takes notes, whether students attend class remotely or in person. So it frees them up to focus on what's happening in class. It also allows them to personalize their notes with highlights and comments for much easier review after class. But live notes also helps educators. It allows them to see a real-time transcript, highlighting announcements and actually seeing reactions from students. This helps them focus on their delivery while at the same time addressing questions and knowledge gaps. Best of all, these AI Companion capabilities for educators and students will be included at no additional cost in Zoom Workplace for Education plans, starting in Q1. And we will also be introducing a new custom AI Companion for education add-on. And this will let you include additional data sources like student information systems, learning management systems, or other institutional content like handbooks, approved courses, or other policies. Zoom is empowering educators and engaging students in ways that make a really big difference in experiences and learning outcomes. Now, healthcare is another industry on which we're deeply focused. Our 36% market-leading share of the telemedicine industry is a testament to that. And with over 140,000 healthcare institutions globally using Zoom, we feel a great responsibility to make sure they have exactly what they need to care for their patients. So today, I'm pleased to announce several AI-based enhancements to Zoom Workplace for Healthcare to help employees work more efficiently in hospitals, clinics, and other healthcare institutions. Of course, AI Companion 2.0 will be included as part of Zoom Workplace for Healthcare offerings. And with the new AI Companion for Healthcare add-on, we'll provide customization and personalization capabilities like bringing in medical dictionaries, which many of you have asked for. It will also allow integration with EHR systems and access to proprietary healthcare data or apps. This dramatically increases AI Companion's value and relevance to the healthcare industry. We're also extremely happy to announce another new healthcare offering, Zoom Workplace for Clinicians. This will help streamline doctor and practitioner tasks so that they can spend more time engaged with their patients. And a key part of this solution is our new clinical notes feature. It will support both virtual as well as in-person visits. So all of this translates into deeper connection with and better care for patients. It also means that clinicians can focus on more important tasks. This is what we call a win-win for healthcare. Now, in many industries, there are critical employees that are helping companies to deliver their services to their customers. These can be nurses, retail workers, maybe factory employees, for example. Well, it turns out that 80% of employees are frontline workers. They're not knowledge workers. That's billions of employees. And they need specialized tools that help them with three important needs. One, a connected company culture. Two, on-shift communications. And three, work management. Now, when it comes to company culture, WorkVivo is already helping to create a sense of belonging and support for frontline workers across many industries. And to meet their on-shift and work management needs, we are announcing Zoom Workplace for Frontline. This will be a purpose-built mobile solution with AI companion woven throughout. So let's see it in action, Robin.

[01:11:16] Speaker 17: All right, let's jump back into our story because Craig is headed to the game. But the Osmo sluggers have a lot of work to do before opening up the gates, including getting all of the merchandise ready for fans like Craig to buy. One of their frontline workers in the slugger shop is Clara. And she's getting ready to start her shift before the big game. When she logs into her work device, she opens the frontline worker app and starts on the Today page. Everything is automatically set up for her. She can see her most important contacts pinned right at the top, including her manager on duty and a group of everyone in the same shift as her. She can directly punch into the timekeeping software right from the main page. As she begins her shift, she sees there are remaining tasks from the prior shift to be completed. She clicks on the Refresh Featured Merchandise task and gets to work unpacking the latest graphic T-shirts and putting them on the store shelves. Once she completes the task, it prompts her to take a photo of the rack. She then submits the task and marks it as complete. Now Clara and the Wednesday shift team are ready for the game too. In the middle of the game, Craig walks into the store. He asked Clara about the return policy on out-of-season merchandise. Clara knows the standard return policy, but this is a special case. So she asks AI Companion to find the details. She clicks on the AI Companion icon in the top right. Then she types in her question to find out, find the out-of-season merchandise return policy. That's exactly what we needed. AI Companion quickly pulled the company policy from our database and populated the info right into the app for Clara. Then she shares it with Craig while he continues to shop. But Clara has another task waiting for her. Merchandise is selling fast and she wants to check and see if there are enough T-shirts in the storage room to make it through the game. Clara uses Push to Talk within the app to do it. She clicks on the Wednesday shift group and is immediately connected to her shift team. She asks her question and her teammate John responds, giving Clara a status update on the inventory. The Osmo Sluggers pulled off a big rally and won the game. That means it's time to close up the store and head home for the night. Clara punches out from her shift. Then she asks AI Companion to create a shift summary for her. Within seconds, she has the summary posted right in the app for her and her manager to see. And it's all right from the mobile app. Now that's the power of Zoom Workplace for Frontline. Smita, back to you.

[01:14:29] Speaker 8: Thank you, Robin. I hope you all enjoyed the keynote. We covered a lot today. As all of us are starting to understand AI, we know when done right, it is a huge catalyst for transformation. At Zoom, we have woven AI into the very heart of our platform to help you do better in your own work, work with your customers and your colleagues. With Zoom AI Companion at the core of this. Thank you for being here, for being part of our journey. Together, we are shaping the future. Here is to your continued success. Enjoy the rest of Zoomtopia. Thank you. Wow.

[01:15:19] Speaker 5: What an incredible product session we've had today.