The recent update to Zoom’s terms of service allows the video platform to use certain customer data for training its AI models. While Zoom clarified that it does not use audio, video, or chat content without customer consent, enabling the generative AI features requires users to sign a consent form. This update reflects Zoom’s AI ambitions and its decision to utilize customer data for training and tuning its machine-learning models. The use of “service-generated data” for AI training is not uncommon, but it has sparked public debate on the extent to which AI services should rely on individuals’ data. Despite this, Zoom’s terms state that customer content such as messages and files are not included in the data used for training.
| Signal | Change | 10y horizon | Driving force |
|---|---|---|---|
| Zoom’s terms of service allow for AI data training | Use of customer data for training AI models | Increased AI capabilities and accuracy | Improving AI performance and product enhancement |
| Zoom clarifies that audio, video, and chat content is used | Customer consent required for AI model training | Increased transparency and control over data usage | Addressing privacy concerns and legal obligations |
| Zoom introduces generative AI features | User consent required for AI model training | Enhanced user experience through AI-powered tools | Meeting customer demands and innovation |
| Zoom uses customer content solely for AI service improvement | Customer content used to enhance AI performance | Improved AI services and accuracy | Improving AI capabilities and customer satisfaction |