Davos 2025: Embedding AI capability into our platforms and services, says Zoom

Aparna Bawa, COO, Zoom

Communication platforms Zoom is embedding artificial intelligence (AI) capability into its platforms and services.

“AI in the age of collaboration, in the age of the intelligence era… is squarely in our wheelhouse. We have a vast platform with multiple services and underneath all of them, we are embedding our AI capability,” Aparna Bawa, COO of Zoom, told Moneycontrol at the World Economic Forum in Davos on January 20.

These comments assume significance as AI is reshaping how industries work and in the backdrop of intense competition in the space where Zoom operates in.

Overall, 3,000 leaders from over 130 countries are expected at the 55th Annual Meeting of the WEF under the theme - Collaboration for the Intelligent Age.

Bawa highlighted that the focus is on making individuals and enterprises more efficient. The goal, she explained, is to handle tasks such as summarising meeting notes so people can focus on more productive work.

“Our features and our products have really tried to move along with our customers and their needs and provide flexibility from the way enterprises work today. And I would say in 2025, it's all about AI and it sort of matches the WEF's mission here for this annual meeting,” Bawa added.

Zoom received immense attention during the height of the pandemic, and has since been expanding its offerings to even hybrid environments now. For example, the company’s tools such as meeting rooms, chat, and its newly launched contact centre, are all embedded with AI to support hybrid work.

When asked how it stands out against rivals Microsoft Teams and Slack, Bawa said Zoom focuses on integration and ease of use. “Our focus is on best-of-breed collaboration tools that can seamlessly integrate into existing systems,” Bawa further added, saying that many enterprises prefer using Zoom for its specialised features.

“Our goal is to make it super easy and be able to plug in wherever our customers need us.”