Dive Brief:
- AI adoption is driving growth in Zoom’s contact center offerings, executives said on a Q2 2026 earnings call Thursday.
- The ability for Zoom’s AI to support human agents is a critical component of the company’s revenue growth, according to founder and CEO Eric Yuan. The number of Zoom contact center customers with more than $100,000 in annual recurring revenue rose 94% year over year to 229.
- “As long as we innovate faster, focus on the product and customer experience, I think we're going to win more,” Yuan said during the call.
Dive Insight:
Zoom sees roles for its AI capabilities in supporting live agents as well as handling inquiries autonomously.
The number of monthly active users for AI Companion, Zoom’s AI assistant, rose more than four times year over year in the second quarter, and now “millions” of people use the technology, Yuan said.
The company is also pushing adoption of its agentic AI, Virtual Agent 2.0, which launched in the second quarter, according to Yuan. Early adopters include private security company SecureOne, which used the solution to replace its manual after-hours phone answering service.
“And so we look to the future, and the reality that our customers are facing in growing labor costs and poor customer experience and see a durable driver in contact center going forward,” Michelle Chang, CFO of Zoom, said during the call.
Other companies are also looking for ways to use agentic AI as a cost saving measure.
Today’s contact center leaders overall are more willing to admit that AI will lead to job reductions than they have been in the past, Brian Cantor, managing director of digital at Customer Management Practice, told CX Dive earlier this week. While AI is making agents’ jobs more complex, it’s also reducing the call volume humans need to handle.
“Now we see the occasional tech vendor even leaning into it,” Cantor said. “They're basically saying you can save on head count by using AI, and you can reduce your frontline because they are linked to the cost cutting angle.”
Zoom reported year-over-year revenue growth of 4.7%, reaching $1.2 billion in the second quarter of 2025, according to a company earnings report. The online average monthly churn was 2.9% for the quarter, which was flat year over year.
