Jen Chiou runs a growing nonprofit with back-to-back meetings every day. She used to spend her evenings reconstructing notes and drafting follow-ups. Now Zoom captures her conversations and turns it into polished follow-up drafts, ready for her review before she even closes the meeting window — so she can spend that time on the work that actually matters.
7 min read
Published on October 22, 2026
Robin Bunevich is a Product Marketing Manager at Zoom. She oversees product marketing and strategy for Zoom AI. After three years of leading marketing for Zoom’s Event Solution products, and launching one of the fastest growing products at Zoom, Zoom Events, she is now focused on helping organizations seamlessly adopt AI into their workflows. Prior to Zoom, she ran marketing for live events at The New York Times, and was instrumental in helping the organization transition to a fully virtual events program in March of 2020. At Zoom, Robin uses her 15 plus years of marketing and advertising experience to drive awareness and adoption for Zoom’s AI solutions.
You just finished a really good meeting. Great conversation with a client. You worked through a problem, made some decisions, agreed on what happens next. Then you click "Leave."
Your next meeting starts in three minutes. Somewhere in those three minutes, you are supposed to organize your notes, write the follow-up email, capture what you just promised, and figure out when the next meeting will be. So you tell yourself: "I'll just do that later."
Later turns into the end of the day. Now you are trying to remember which client asked for what, what you committed to, and whether that deadline was Thursday or Friday. The meeting ended hours ago — and you are still doing work it created.
If you run a small business or you are part of a lean team, this is not an occasional annoyance. It is the tax you pay on every single conversation. And it is the reason your evenings disappear.
At Zoomtopia 2026, Zoom's annual customer event, we sat down with Jen Chiou — founder of Quest Craft Studio, a Solopreneur 50 honoree, and someone who lives in back-to-back meetings every day — to see what happens when your meetings handle their own follow-up.
The short version: Jen stopped spending her evenings on meeting admin. Here is how.
Watch the full SMB Connect session to see Jen demo her real workflow with My Notes and ZoomMate.
Quest Craft Studio is a youth mental health nonprofit that Jen founded with her two sons. They use collaborative tabletop role-playing games — think a kid-friendly version of Dungeons & Dragons set in diverse worlds and cultures — to help young people build social-emotional skills and meaningful connection. The organization has already reached more than 1,200 young people across 23 partner sites, including schools, libraries, and community organizations.
The mission is deeply personal and deeply human. But the day-to-day work? That is meetings. Lots of them.
"A lot of my day is filled with meetings — back-to-back-to-back," Jen shared during the session. "Quest Craft is growing through relationships, and these conversations are critical. But the challenge is every conversation leads to five more things I need to do."
Before she started using Zoom's AI tools, Jen's post-meeting routine looked familiar to any small business owner reading this: "At the end of a typical day, I do stuff with my kids, have dinner, put the kids to bed — and then I need to do all the meeting follow-up," Jen described. "Making sense of my half-coherent notes, drafting follow-ups, trying to make sure no deadlines are missed."
"In the nonprofit sector, there is an enormous pressure to keep administrative costs low," she explained. "Startup nonprofits like us don't have the unrestricted funding to build out all the administrative capacity the work requires, so much of that coordination still falls to the founder — at night, after the meetings are over and my kids are in bed."
Sound familiar? Whether you are running a nonprofit, a consulting practice, or a five-person agency, the math is the same: every meeting you take can create an hour of invisible admin that nobody budgeted for.
Jen's workflow changed when she started using two tools that work together: My Notes and ZoomMate.
"When I started using My Notes and ZoomMate, I was shocked by how much Zoom had evolved beyond video meetings," Jen said. "I thought I was pretty good at Zoom — I would remember to unmute myself. I used it even pre-COVID. And during the pandemic, as an educator, I was teaching kids over Zoom. But My Notes and ZoomMate are a game changer."
Here is what happens now, in her words:
My Notes captures the conversation, automatically. The moment a meeting starts, My Notes begins capturing the transcript, key decisions, and action items. Jen doesn't have to touch anything. "It can understand my conversational language, typos, incomplete thoughts, and questions I'm still working through," she said. "It can connect what happened in a meeting with other context I provide and help me determine what needs to happen next."
She stays fully present in conversations. "I appreciate that it allows me to be fully present instead of dividing my attention between the person and my notes. And I can say yes to more of those conversations because I'm not creating hours of follow-up work for myself every time."
It understands messy conversations. "We have very meandering calls because that's where creativity comes from — brainstorming is not linear. We're taking kids on quests, we're not just checking things off a list. But ZoomMate manages to understand what we say and keeps all of our side quests organized."
ZoomMate handles the follow-up. After the meeting, ZoomMate can take the captured context and turn it into polished drafts — the recap email, the action-item list, the training feedback. Jen reviews and edits everything before it goes out. The AI handles the paperwork; she stays in control of the relationships.
Summaries impress her partners. "A lot of times when I send the summary to partners, they're like 'wow, I didn't know Zoom could do that — that was so accurate and comprehensive,'" Jen shared.
During the session, our host and distinguished Zoom architect, Patrick Kelley and Jen walked through a demo of the tools Jen uses every day. Here is what they showed:
My Notes appears as a visible in-meeting widget designed to make participants aware when it is active. "I really like how it's really transparent to everyone on the call, and you can pause and restart easily," Jen noted. She compared it to closed captioning: "I always have subtitles on with everything I watch these days. Sometimes I scroll back a bit to make sure I catch something the other person said." She also noted that she prefers transcripts over video or audio recordings: "I don't have time to go back and watch things, and I personally just don't feel as comfortable or natural when I'm recording. But transcripts are great — they support accessibility and they're great for everyone."
My Notes is personal. Participants can get their own version — their own transcript, their own AI summary, their own personal notes. "Sometimes there's a quote someone says or a specific thing I really want to remember for myself," Jen explained. "Everyone's focus is different."
Your captured meetings live in one searchable place. Six meetings a day? All six will have their own transcript, AI-generated summary, key outcomes, action items, and your personal notes — organized and ready when you need them. And My Notes works across Microsoft Teams, Google Meet, and other third-party meeting platforms — so you don't need to be the host or only use one meeting platform.
This is where the real time savings hit. Zoom Workflows can automatically send meeting summaries, follow-up emails, and action items to participants after the meeting ends.
Jen uses this for post-training feedback with the Game Masters who facilitate Quest Craft's programs for young people: "When I ask it to recap my feedback, it's summarizing things I directly said — but that's hard for me to keep track of when I'm working with and training so many people. You really want feedback to be specific and personal so people learn and grow."
My Notes can capture conversations automatically. And ZoomMate can turn that context into finished follow-up. Set it up in minutes — no IT required.
ZoomMate does not just work with the current meeting. You can point it at exactly the sources you need: your Zoom meetings, Zoom Canvas, phone calls, web URLs, Slack channels, Google Drive files, and even Workday. Give it one question and the right context, and it can synthesize a response grounded in the sources you choose.
"I spend a lot of time on the ZoomMate homepage," Jen said. "It's really helpful — you can choose which meetings you want to analyze and connect to. I also use its ability to pull information from the web. It's super easy to double-check anything later."
Here is where the conversation-to-completion loop closes. ZoomMate can take a meeting summary and feed it directly into Zoom's AI Productivity Suite to generate slides, documents, and other deliverables — without starting from a blank page.
"It's super fast," Jen said. "You can see what it's doing. You can leave, go make lunch for your kids, and come back and the analysis is done. It reminds me of that old infomercial — set it and forget it."
This is the part that matters most. Faster follow-up is nice. But the real question for a small business owner is: what do you do with that reclaimed time?
For Jen, the answer is the mission itself:
"The time I get back goes directly into the parts of the work that require a human being: talking with more young people, supporting educators and librarians, training adults and teens across the country to bring collaborative role-play to young people everywhere."
"It also gives me more capacity to pursue the funding that makes the work possible. If I had one more hour, I'd contact one more potential funder or champion. There are so many people out there who know the power of this kind of play and would love the opportunity to bring it to kids everywhere. I just need that extra hour to find them."
Every hour saved on admin means more time for human connection — and the capacity to serve more young people.
One of the most important takeaways from the session came at the close, when Patrick reminded the audience: "You don't need to buy a bunch of separate tools as a small business. You already use Zoom for meetings. You need a phone? Zoom has it. Whiteboard? Email? Chat? Productivity tools? You can seriously do most of your work right in Zoom."
That is the bigger picture. Zoom has evolved from a meeting platform into a workspace — and the AI tools built into it are designed to eliminate the gaps between conversations and completed work. You don't need to be an IT procurement director. You don't need six subscriptions. You need one platform that can draw useful context from your businesses' conversations and content.
For a deeper look at how Zoom connects meeting context across the platform, read how the unified context layer works.
Start with a free My Notes trial and see what your next meeting produces.
Jen emphasized this during the session: there is no complicated setup. No IT project, no learning curve, no onboarding process. Here is how to get started:
Total setup time: a few minutes.
This session was the first of three in the SMB Connect track — each focused on a different way Zoom handles the admin so you can do the work:
See how My Notes and ZoomMate can help you turn conversations into completed work.
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See how Zoom Workplace and Bonsai connect the client journey — from first meeting notes to proposals, deliverables, and paid invoices.
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Rolfer Fred Nehring stopped losing clients to missed calls with Zoom's AI Receptionist — a 24/7 front desk that books appointments while he's with clients.
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Most organizations have more collaboration tools than ever, yet context behind decisions, action items, and customer history disappears the moment the conversation ends. At Zoomtopia 2026, Zoom introduced the Unified Context Layer to help change that.
