November 25, 2025
Zoom Talks Scaling the AI Customer Experience as Companion 3.0 Takes Off
Zoom is one of the last big tech companies declaring earnings before the Thanksgiving break, but not much is stopping the company’s growth as it moves more enterprise customers to AI-powered support.
Based on modest but positive third quarter total revenue of $1,229.8 million, up 4.4% year over year and 3Q enterprise revenue of $741.4 million, up 6.1% YOY, Zoom saw flat monthly churn of 2.7%.
That’s still enough to beat expectations, with future guidance raised on strong 2026/27 indicators and that growing value delivery from AI.
Zooming into the Details
Founder an CEO, Eric S. Yuan, tipped off proceedings, noting that “Zoom is continuing to build on our vision of an AI‑first platform that helps people connect and collaborate more seamlessly.”
He continued, “This quarter we announced AI Companion 3.0, and we’re thrilled to see AI Companion adoption grow meaningfully. We’re also seeing strong momentum with Custom AI Companion and our AI‑first Customer Experience suite, which helped make this one of our best CX quarters, with broad AI adoption across major deals.”
“Our disciplined approach is fuelling top-line growth, stellar profitability, and lower dilution helping us turn AI innovation into real, lasting value for customers and shareholders.”
One key stat shows, 9/10 top Zoom Customer Experience (ZCX) deals involved paid AI. But Zoom doesn’t go into the rising cost of AI as some firms are more open to discussing.
Moving More Zoom Customers to AI
Buried in the earnings report, is a note that more enterprise customers are being shifted to these automated support channels, “In order to enhance customer
experience and improve efficiency, in Q1 FY25 we transitioned approximately 26,800 Enterprise customers and in Q1 FY26 we transitioned approximately 11,400 Enterprise customers with lower MRR away from working with direct sales teams, resellers, or strategic partners to our Online channel.”
“The transitions did not have a material impact on the percent of revenue from Enterprise and Online customers, net dollar expansion rate, or Online average monthly churn.”
And talking about scaling Zoom’s AI-first customer experience, it noted that Zoom’s CX ARR was up high double digits YoY (includes ZCC & ZVA) and that nine out of ten top ZCX deals involved paid AI.
Zoom was also named in the 2025 Gartner Magic Quadrant for CCaaS, as the only addition to that report.
The Move to AI Companion 3.0
Zoom is currently focused on building on its agentic capabilities with the next generation of AI Companion set to deliver proactive agentic skills that will help users turn meeting notes into tasks, supporting efforts to maximise productivity and impact.
Using Zoom Workplace to support workflows (integrating with Microsoft and Google) that deliver higher-quality work, Zoom is wriggling further up the business value chain to make it a key part of enterprise life and not just the meeting tool.
