AI Expert Assist Features

This section describes the features available through the AI Expert Assist add-on for Zoom Contact Center, which is distinct from the previously detailed AI Companion capabilities. Access to these features requires the agent to be assigned either an AI Expert Assist add-on license or a Zoom Contact Center Elite License.

In addition to the below sections, refer to Zoom’s support center for more information on using AI Expert Assist features.

Information Retrieval

The Information Retrieval feature helps agents retrieve consumer information from third-party systems within the Zoom Workplace app, eliminating the need for the agent to access multiple systems.

For instance, if a consumer has a concern about an order number, the agent doesn't need to open your business’ order management system; instead, the agent can use the information retrieval function to query the third-party system, and retrieve the information natively within the app.

Knowledge Base Retrieval

Knowledge Base (KB) Retrieval automatically analyzes a conversation’s transcript and queries the account’s integrated knowledge base during the conversation, presenting relevant articles to the agent without the need for a manual search. This can substantially reduce the manual labor required to help resolve consumer concerns by providing relevant information faster, without requiring manual information lookups.

However, if the suggested KB articles don’t align with the issue at hand, agents can choose to perform a manual search, with the search bar’s auto-complete feature helping them quickly find the relevant information.

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 consumer satisfaction. By providing targeted suggestions across both voice and messaging channels, this feature can help improve business outcomes and enhance the customer service experience.

The following image provides an example of a recommended action based on the consumer calling in to discuss a potential recall.

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.

Real-Time Language Translation

Real-time language translation allows agents to have inbound messages automatically translated into their preferred supported language and outbound messages automatically translated into the consumer’s preferred supported language, providing continuous translation support for both agents and supervisors. With this feature, when a consumer sends their first message, the system will automatically detect the language of the consumer's message. If the consumer's message language is different from the agent’s preferred language, a banner notification will appear at the top of your chat window.

From there, the agent can click the Start Translation button to initiate the translation of incoming messages into their preferred language, and the system will automatically translate the agent’s outbound message into the consumer's language.

The first image below provides an example of an inbound message in Spanish with the corresponding banner message, with the second image showing the translation service in effect.