Zoom AI Companion Engagement Features

This section describes Zoom AI Companion features available for contact center agents that can help improve the agent experience. Zoom AI Companion features are included at no additional cost with the paid services in Zoom user accounts, but may not be available for all regions or industry verticals.

Consumer Sentiment Analysis

When Zoom AI Companion features are enabled, Zoom Contact Center can analyze conversation transcripts in real time as the engagement unfolds, providing ongoing consumer sentiment insights for both messaging and voice interactions. By utilizing Zoom’s AI and machine learning models, the system continuously gauges consumer sentiment throughout the engagement.

Zoom Contact Center’s default sentiment analysis model—distinct from the one used in Zoom Quality Management—evaluates sentiment based on the consumer’s last three sentences. The model focuses on word choice, so phrases like “I’m very upset” or “This is so annoying” are likely to receive a negative sentiment rating, while positive expressions like “This is awesome!” or “Great!” tend to result in a positive rating. Neutral language like “ok” typically yields a neutral rating.

This real-time sentiment tracking helps agents grasp consumer concerns or nuances as conversations evolve to improve the overall engagement.

Refer to Zoom’s support center for more information on using Sentiment Analysis with AI Companion.

Agent Talk Metrics

In addition to Sentiment Analysis, Zoom Contact Center can provide agent talk metrics during an engagement when necessary Zoom AI Companion features are enabled. Details provided include an agent’s current talking speed and speech length, helping agents recognize when they are speaking too long or too quickly, possibly affecting the consumer experience.

Benchmarks for these analytics are as follows:

Refer to Zoom’s support center for more information on using Agent Talk Metrics.

Conversation Summary

When Conversation Summary is enabled, agents can preview a summary of the consumer’s previous conversation when receiving a transferred engagement either from a chatbot or from another agent.

For example, the following image displays a transfer from a chat bot to a live agent for assistance and includes a brief, AI-generated summary of the user’s conversation with the bot.

Alternatively, the following image provides an example of the AI-generated summary when preparing to transfer an engagement to another agent.

Refer to Zoom’s support center for more information on viewing engagement summaries.

Follow-Up Tasks

AI Companion can automatically generate and suggest follow up tasks for an agent based on the conversation.

For example, if a consumer has a complaint about the user experience of the website and the agent discusses their willingness to investigate the issue with the web team, AI Companion can automatically generate this as a suggested follow-up task for the agent.

Refer to Zoom’s support center for more information on using Follow-Up Tasks with AI Companion.

Smart Responses

AI Companion Smart Responses assist agents in crafting replies within the Messaging channel during an engagement. This feature allows for copyediting, rephrasing, or adjusting the tone of a message to suit a specific audience and can help agents produce professional responses that align with a company’s standards within a conversation.

Refer to Zoom’s support center for more information on using smart responses with AI Companion.