AI Expert Assist

This section describes the administrative process for configuring the following AI Expert Assist features. For general guidance, admins are encouraged to read Zoom’s support center article on configuring AI Expert Assist for your account.

See the user experience for these features for additional information.

Information Retrieval

The Information Retrieval feature lets admins create an instance that can be linked to multiple AI Expert Assist setups. This gives agents access to information within third-party systems at the right time in a conversation based on recognized consumer intents (i.e., the customer’s goal).

When configuring this feature, admins only need to define the intent, API connectors, and display settings once, simplifying the setup process and minimizing repetition when configuring AI Expert Assist with the same knowledge sources.

Note These settings require knowledge of APIs. Zoom doesn't provide support for how to use third-party APIs with this feature. Contact the vendor of the third-party API if you need help using their APIs.

Refer to Zoom’s support center for more information on configuring information retrieval.

Knowledge Base Retrieval

The Knowledge Base Retrieval feature helps agents quickly find relevant information by automatically searching the knowledge base during consumer interactions. As the conversation unfolds, the system scans the transcript and suggests helpful articles, allowing agents to resolve issues more efficiently without needing to manually search for information. If manual search is necessary, the feature includes auto-complete functionality, making it easier for agents to find the right answers quickly. This streamlines the support process, reducing time spent searching and improving the overall consumer experience.

Zoom Contact Center supports four types of knowledge bases:

• Third-Party Knowledge Bases: For third-party integrations, admins first need to create an API connection through the Integrations page. Once set up, the system will automatically sync and update the knowledge base on a set schedule. Any changes must be made directly within the CRM knowledge base being synced.

• Manual Knowledge Bases: A manual knowledge base allows admins to upload a CSV file for bulk entries or add articles one by one. After creating the base, new items can be easily added or edited individually.

• Website Knowledge Bases: Website-based knowledge bases sync with publicly accessible web pages, such as FAQ sections. Like third-party integrations, the system will update the information automatically on a set schedule.

• Custom Knowledge Bases: For more flexibility, admins can use a custom API connector to create a knowledge base. This method allows them to pull data from external systems, but requires technical expertise to set up and maintain.

Refer to Zoom’s support center for more information on managing and implementing knowledge bases within your account.

Next Best Actions

The Next Best Actions feature delivers personalized, real-time recommendations to agents during consumer interactions, helping address common challenges like uncertainty and inexperience, which can impact consumers satisfaction. By providing targeted suggestions across both voice and messaging channels, this feature can help improve business outcomes and enhance the customer service experience.

In order to use this feature, admins must configure rules that trigger specific actions based on identified intents and variables.

Refer to Zoom’s support center for more information on adding and using Next Best Actions within Zoom Contact Center.

Smart Notes

The Smart Notes feature utilizes generative AI to produce a concise summary of the agent’s interaction with the consumer, streamlining after-call work (ACW) by automatically writing notes about the engagement. With this feature, agents can save time by either accepting the generated summary as-is or making quick edits before finalizing.

This feature doesn't require any advanced configuration, but does require enablement by an account admin for agents to utilize.

Refer to Zoom’s support center for instructions on enabling this feature.

Real-Time Language Translation

Real-time language translation allows agents to have inbound messages automatically translated into their preferred language and outbound messages automatically translated into the consumer’s language, providing continuous translation support for both agents and supervisors.

This feature doesn't require any advanced configuration, but does require enablement by an account admin for agents to be able to utilize it.

Refer to Zoom’s support center for instructions on enabling this feature.