Tom Blakey

Tom Blakey asked Eric Yuan about Zoom's strategy for competing in a consumption-led CX market, given peers discussing consumption-based pricing, and Michelle Chang for clarification on online growth expectations for Q4 FY26.

Answer

Eric Yuan, Founder and CEO, discussed consumption-based pricing for Virtual Agent, noting it aligns with how customers use AI-based agents, and confirmed Zoom's ZVA product already uses a consumptive model. Michelle Chang, CFO, clarified that online revenue guidance was adjusted to 'slightly increasing' for the full year based on consistent forecast methodology and realized results, not a specific Q4 uptick.

Tom Blakey asked Eric Yuan about Zoom's strategy to compete in a consumption-led CX market, particularly concerning virtual agents, and requested clarification from Michelle Chang on online growth expectations for Q4.

Answer

CEO Eric Yuan stated that Zoom is actively considering a consumption-based model for its virtual agent (AI-based agent) technology, which is already a consumptive business model, to align with customer usage and value. CFO Michelle Chang clarified that online revenue is now expected to be slightly increasing for the full year, a tweak from previous flattish expectations, based on consistent forecast methodology.

Tom Blakey sought clarification on AI-related revenue, asking if it was zero in 2024 and what the long-term revenue potential could be, especially given the significant increase in AI interactions on the platform.

Answer

co-CEO Roy Mann confirmed it is too early to forecast AI revenue potential, stating that the company just introduced its consumption-based pricing and needs to observe customer adoption and reaction. He reiterated that no AI revenue was included in the fiscal 2025 guidance, but expressed confidence in the value customers will find in the AI action-based model.