Re-imagining healthcare with Zoom’s AI-first platform

Healthcare is at a unique crossroads with the potential for enormous innovation in care collaboration and delivery. Yet challenges such as physician shortages, alternative payment models (APMs), and rising costs have the healthcare industry asking the question: Is our healthcare organization prepared for the future?

We want to prepare you for this future by helping you collaborate across the continuum of care, meet your patients where they are, and enable your medical staff to stay connected and productive.  

Zoom’s AI-first work platform for healthcare — Zoom Workplace for Healthcare — is designed for providers and staff to better communicate, collaborate, and engage, whether for administrative tasks or patient engagement. We help customers enable HIPAA-compliant programs by executing a Business Associate Agreement (BAA) and safeguarding protected health information (PHI).  

With over 140,000 healthcare customers worldwide, a market-leading 36% market share in telehealth according to Definitive Healthcare, and a focus on AI, Zoom is committed to helping shape the future of collaboration for healthcare providers whether in healthcare administration, patient engagement, or hospital operations.

The presence of artificial intelligence in healthcare continues to grow. According to the American Medical Association, 90% of health executives said digital and AI transformation is a high or top priority for their organization.  

At Zoom, we understand this trend and are continuing to expand our AI vision and strategy. AI Companion can help you manage a series of multi-step actions on your behalf. Think about Zoom AI Companion as your dedicated team of highly skilled agents that you can delegate your work to.

What does this mean for you? It means you can get your work done faster, improve results, and have more time to build relationships with colleagues and customers. To do this, our AI agents are being developed with the following characteristics:

• Reasoning: Analyzes situations, makes decisions, devises strategies, to autonomously pursue your goals
• Memory: Continually improve by learning from the past to adapt new strategies
• Task action: Understand the right tools and skills to use based on your intent
• Orchestration: Manage skills or other agents, on your behalf, to achieve your goals 

This means that Zoom will be delivering AI Companion-based healthcare solutions that help to reduce administrative burdens, streamline operational processes, and enhance the patient journey — with many of the tasks being done automatically, by agents, in the background.  

Let Zoom take AI-based clinical notes – now in public beta

For HIMSS 2025, Zoom is proud to announce the beta of Zoom Workplace for Clinicians, Zoom’s latest AI healthcare add-on offering. It automatically generates clinical notes, whether in the office or on a virtual Zoom telehealth call, so that physicians can focus on what matters most: their patients.

Paperwork is often cited as one of the biggest frustrations with physicians, with many providers spending twice the amount of time on paperwork versus on patients, resulting in process inefficiencies, time lost, and burnout. Recent studies support this claim:

To help address these issues, we are introducing Zoom Workplace for Clinicians as yet another example of our AI-first platform being used to create industry-specific use cases.

With the clinical notes feature of Zoom Workplace for Clinicians, notes can be generated from either virtual telehealth meetings or and in-person ambient appointments. This can help reduce physician note-taking by up to 70%, thereby increasing time spent with patients (Source: Mayo Clinic). 

For more information or to be considered for the beta program, please visit the Zoom Workplace for Clinicians web page.

Customize your AI Companion experience for healthcare – now in select beta

Zoom is also introducing a select beta of Custom AI Companion for Healthcare, an add-on to Zoom Workplace for Healthcare. This tailored healthcare offering allows IT decision-makers and administrators to customize their organization’s AI Companion experiences within Zoom Workplace for Healthcare to better align with the unique needs of their medical practice and healthcare communications requirements.

With medically trained automatic speech recognition (ASR), custom medical dictionaries,  healthcare-specific meeting summaries, and connections to external data sources like EHRs and third party services, Custom AI Companion enables organizations to further boost staff productivity and task automation by customizing the Zoom Workplace for Healthcare experience.

Zoom’s AI-first platform provides AI Companion functionality across three core areas of healthcare:

• Healthcare administration: ensuring staff and employees feel connected, engaged and collaborative
• Patient engagement: creating exceptional experiences for patients whether online, virtual, or in-person
• Hospital operations: streamlining workflows and processes to save time and costs

Fostering a culture of collaboration across staff and employees

Collaboration is integral to providing quality care and creating an effective work environment, but you need to enable your teams to work together effectively.  Zoom Workplace for Healthcare provides the tools, technologies, and solutions to help create a culture of collaboration and engagement.

Let’s look at a typical day in the life of a healthcare staffer using the breadth of the Zoom platform:

• Preparing for a meeting: The staffer starts the day by using AI Companion to prepare for upcoming meetings. Simple prompts such as “Prepare me for my meeting” in the Zoom Workplace interface side panel gather information from prior meetings, chats, emails and shared content to make sure the staffer is ready and prepared.
• Staying up-to-date and engaged in a meeting: When using Zoom Meetings, the staffer can use AI Companion to ask questions directly in the meeting, like “What did I miss?”  “Was my name mentioned?” or “What does a specific acronym stand for?” AI Companion compiles the answer from transcripts and internal/external sources to help the meeting stay engaging and relevant.
• Summarizing the meeting: After the meeting, AI Companion-generated meeting summaries include notes, action items, and next steps that can be tailored to a specific template and to include medical terminology.
• Remaining connected throughout the day: Team Chat can be used for ongoing real-time conversations with individuals, groups or meeting attendees. AI Companion helps with chat summaries and can even help with AI-generated responses. Zoom Phone allows audio communications throughout and between hospitals, clinics, physician offices, or in the field. AI Companion’s call summarization, voicemail summaries, task prioritization, and other capabilities drive operational efficiency and faster response time. 
• Keeping employees informed and updated: Zoom’s employee experience platform, Workvivo, can also be used to provide healthcare employees with further engagement, communication, and digital workplace tools that help foster a sense of community, belonging, and information sharing. You can share medical best practices, announce key milestones, and recognize employee achievements — all from Workvivo. 

Creating exceptional patient experiences

Zoom has long been trusted for telemedicine and telehealth use cases, connecting patients with remote physicians, nurses, and other medical personnel. But Zoom Meetings alone is not the only Zoom offering that can be used to create exceptional patient experiences.

A simplified Zoom patient workflow could include:

• Researching physicians and providers: Many patients use the web to find information on physicians specialties, healthcare services, insurance coverage, prescription updates and more. Much of this information and associated answers can be easily accessed automatically on your website using chatbots such as Zoom Virtual Agent, thereby saving time and resources.
• Engaging with reps for more information: Zoom Contact Center can be used by  healthcare organizations to provide patients with a variety of ways to communicate — over video, voice, web chat, and SMS — so that patients can easily get answers and assistance from their channel of preference. Using AI Expert Assist and AI Companion for Contact Center, healthcare reps can access personalized customer information (such as medical records) and review prior conversation summaries leading to a more engaging, responsive patient experience.
• Scheduling an appointment: Zoom Scheduler can facilitate appointment setting by providing patients with available appointment times of the provider.
• Meeting with a physician: The Zoom Workplace app is a proven method of connecting patients and physicians virtually. Now, using an improved Web RTC-based application, patients can join a meeting directly from a website without needing to download the Zoom app.  
• Following up post-appointment: Zoom Workplace for Clinicians clinical notes can be shared with patients and included in EHR systems. Webinars and Events can be used for ongoing medical updates, educational seminars, and other patient-facing information-sharing. And, in general, Zoom Workplace for Healthcare allows medical personnel to stay connected with patients via meetings, chat, phone, and other tools.

Streamlining healthcare and hospital operations

Zoom is also creating a variety of solutions to help with the operational side of healthcare.  

• Zoom Rooms can be used for the in-room patient experience, allowing for the integration of the latest technologies across medical devices and digital systems. Patient rooms can be enhanced with smart TVs and telehealth carts embedded with Zoom Rooms technology, providing access to physicians for virtual rounding, specialists for remote consults, and assistants for check-in or discharge.
• Digital signage (included with Zoom Rooms) can be used to share announcements, events and other activities in monitors throughout a hospital.
• Workspace Reservations can be used by staff to reserve meeting rooms, conference rooms or even patient rooms.
• Zoom Phone’s push-to-talk feature allows staff to stay connected in near real-time which is critical for nurse call-related use cases.
• Our recently announced Zoom Workplace for Frontline is a mobile, purpose-built solution that can be used by healthcare staff for on-shift communications and work management use cases. For information on the Zoom Workplace for Frontline beta test, please visit the webpage.
• Webinars and Events can be used for staff training, employee events, and continuing medical education.

At Zoom, we realize that being “in'' healthcare requires tight integrations with healthcare systems and partnerships with healthcare app providers, medical device manufacturers, solution developers, and EHR systems.

Through our Zoom Developer Platform, our partners have created nearly 150 healthcare-related apps ranging from health and wellness to therapy, patient intake to interpreting — all available on the Zoom App Marketplace.

For partners or providers who wish to create or enhance their own healthcare apps or solutions, Zoom’s suite of developer tools including SDKs and APIs can be used.

Some of the healthcare innovations created in conjunction with hardware, software, and developer partners include:

• RealWear – Hands-free, wearable computer that can be used for a number of healthcare applications requiring remote expert access including emergency medical services, remote surgery, and remote training.
• HP / Poly – HD video conferencing telehealth station and telehealth carts for remote patient monitoring, video consultations, and virtual rounds.
• Ohmni – Remotely controlled telepresence robot for remote patient monitoring.

Paramedics in Western Australia trialing Zoom and RealWear are experiencing a 70% “treatment-in-place” rate – where patients are receiving immediate remote care to help avoid lengthy, costly, and sometimes unnecessary transport to hospitals and emergency rooms.

Is your healthcare organization prepared for the future? Visit the Zoom Healthcare page or contact a Zoom representative for more information about our latest healthcare innovations.