Zoom Virtual Agent admins can coach queries to improve model accuracy by collecting chat messages from customer interaction. The queries are added to the Coach page and admins can assign the queries to existing or new intents.

This article covers:

• How to add a query to an existing intent
• How to add a query to a new intent

Prerequisites for coaching queries

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Bot flow created

How to add a query to an existing intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Intent Manager.
3. Click the Coach tab.
   You will see a list of queries that the model has determined will be most helpful in improving the model accuracy.
4. Enter a keyword in the search bar or select a query from the list.
   • To add a single query to an existing intent, under Intent Assignment, select an intent from the drop-down menu and then click Submit Selected.
   • To add multiple queries to an existing intent, select the check box next to the query, then click Assign to Existing Intent above the query list.

Notes:

• If some queries already have the intent specified in the drop-down menu, it means that the model thought it was the right intent, but users can still review and change it. If intent is not provided, the user should choose an intent that best covers the query, or create a new intent if one does not yet exist.
• It is necessary to retrain the domain to see updated accuracy on the Analyze page from these newly coached queries.
• All submitted queries will be added as training phrases to the selected intent.

How to add a query to a new intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management, then Intent Manager.
3. Click the Coach tab.
   You will see a list of queries that the model has determined will be most helpful in improving the model accuracy.
4. Enter a keyword in the search bar or select one or multiple queries from the list.
5. Above the query list, click Assign to New Intent.
6. In the Add Queries to a New Intent dialog box, specify the following:
   • Name: Enter a display name to help identify the intent.
   • Description (Optional): Enter a description for the intent.
7. Click Create & Assign.