Zoom Contact Center

The following sections describe Zoom AI Companion features and functionality integrated with Zoom Contact Center.

Consumer Sentiment Analysis

Zoom Contact Center’s Sentiment Analysis feature provides real-time insights into customer sentiment during messaging and voice interactions. Using AI, it continuously evaluates conversation transcripts to gauge consumer sentiment throughout the engagement.

This feature is particularly useful for customer support teams, helping agents identify and respond to shifts in sentiment as conversations evolve. By recognizing positive, neutral, or negative language, agents can adjust their approach to improve customer experience and 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 in the transcript, 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.

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

Agent Talk Metrics

Zoom Contact Center’s Agent Talk Metrics feature provides real-time insights into an agent’s speaking speed and speech length during engagements. By analyzing conversation patterns, it helps agents recognize when they may be speaking too quickly or for too long, allowing them to adjust their approach for a better customer experience.

This feature is particularly useful for customer service teams focused on improving communication quality, helping ensure conversations remain clear, engaging, and balanced to enhance overall customer interactions.

Benchmarks for these analytics are as follows:

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

Conversation Summary

When Zoom Contact Center’s Conversation Summary feature is enabled, agents can preview a summary of the consumer’s previous conversation when receiving a transferred engagement either from a virtual agent or another contact center agent.

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

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

Zoom Contact Center’s AI-Generated Follow-Up Tasks feature helps agents stay organized by automatically identifying and suggesting follow-up actions based on conversation details. If a consumer raises an issue and the agent agrees to take action, AI Companion generates a suggested task so it can be addressed.

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

Smart Responses

Zoom Contact Center’s Smart Responses feature helps agents refine their messaging by providing AI-generated suggestions for copyediting, rephrasing, and tone adjustments. This helps ensure agent responses remain professional, clear, and aligned with company communication standards.

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