Zoom Communications Bets on AI to Turn Meetings Into Revenue-Driving Workflows

Zoom Communications Bets on AI to Turn Meetings Into Revenue-Driving Workflows Written by MarketBeat September 11, 2026 Add As Preferred Source Share Share Share This Article Link copied to clipboard. Close Image from MarketBeat Media, LLC. Key Points Zoom is repositioning meetings as AI-powered business workflows , using conversational context to trigger actions in tools such as Jira and Salesforce. The company believes converting conversations into measurable business outcomes will drive customer value and revenue. Zoom’s enterprise strategy focuses on expanding beyond meetings through Zoom Phone, AI-enabled customer-experience products, ZoomMate and sales technology, while its online segment—about 38% of the business—works toward stabilization. AI monetization will be selective: routine features such as meeting summaries will generally be bundled into paid plans, while higher-ROI offerings—including ZoomMate, sales AI and contact-center tools—will carry greater monetization potential. Zoom is also targeting an 80% long-term gross margin and a 40.7% fiscal 2027 operating margin. Interested in Zoom Communications? Here are five stocks we like better . The Pre-IPO Playbook: How to Cash in on Anthropic Before the Bell Zoom Communications NASDAQ: ZM is positioning its platform as an AI-enabled “system of action” that can turn conversational data into business workflows, according to Michelle, the company’s CFO, speaking at a company event. Michelle said Zoom’s strategic opportunity rests on the context generated in human-to-human conversations, much of which historically has not been captured in systems of record. The company aims to use AI to extract that context and help customers take actions within other business applications. Get Zoom Communications alerts: Sign Up Zoom’s Anthropic Stake and Huge Cash Pile Could Change the Story “What really matters to the customer is getting them to action, because when we know there’s action, then there’s business value,” Michelle said. “The good news is when we can deliver business value to our customers, it drives revenue.” From Meetings to Business Workflows Michelle described examples in which an engineer could use information from a Zoom meeting to update Jira without leaving the platform, or a salesperson could automatically update Salesforce after a customer conversation. Zoom sees those workflows as a differentiator because it operates where many customer conversations occur, she said. Zoom Stock: Leading the Video Market After Skype’s Exit The company’s growth focus is centered on its enterprise business, while its online business has been working toward stabilization. Michelle said the online segment represents about 38% of Zoom’s business. Zoom’s enterprise growth strategy includes broadening its product portfolio beyond meetings, integrating AI into core products, expanding through channels and pursuing larger customers. Michelle said the company has seen year-over-year, multiquarter declines in churn and continued growth in Zoom Phone. She also pointed to Zoom’s customer-experience business, which she said has delivered high-double-digit growth, defined as just below 100%, on a quarter-to-quarter basis. The business is being driven by AI-enabled contact center products, agent assistance and virtual agents, according to Michelle. AI Architecture and Monetization Zoom uses a federated AI architecture that can route workloads among smaller language models, large language models and open-source technologies rather than relying on a single provider. Michelle said the approach supports both product quality and cost management, including the use of smaller models for high-volume workloads. The company has cited multimillion-dollar annual recurring revenue deals in which its AI approach was a key differentiator, Michelle said. She added that deployment flexibility, including on-premises options, can be important in larger customer deals. Zoom does not intend to charge separately for every AI feature. Some capabilities, such as meeting summaries and note capture, are included in paid meeting offerings because customers increasingly expect those features as part of the experience, Michelle said. Zoom expects those features to help reduce churn, attract customers and support competitive wins. However, the company intends to monetize AI tools where it sees clearer customer return on investment, including ZoomMate, sales AI products and customer-experience offerings. ZoomMate: Provides search across Zoom and non-Zoom data sources, integrations with enterprise systems, agentic actions and content creation capabilities. Customer experience: Combines contact center, AI-assisted agents and virtual agents, with the ability to hand off interactions across contact center and unified communications products. Revenue technology: Combines Common Room’s customer insights with Zoom Revenue Accelerator’s conversational intelligence for sales workflows. Michelle said ZoomMate deploy