Customizing the Match Intent widget for Zoom Virtual Agent

Zoom Virtual Agent admins can add and edit the Match Intent widget. The Match Intent widget is designed to analyze the user's message to look for intents, and determine what action or response is most appropriate. For example, if you have a customer support bot, you can use the Match Intent widget to identify if the user is asking for technical support, billing information, or general inquiries.

You can use the Match Intent widget in both the main flow and sub flows. In the main flow, you can use the Match Intent widget for general tasks or to start conversations. For instance, it helps recognize when a user wants to begin a specific task or handle common questions. In sub flows, the Match Intent widget helps identify and respond to intents related to that specific purpose. For example, in a sub flow for appointment booking, it can understand what kind of appointment the user wants.

When the bot understands what the user wants from their message, it usually continues with the next step or response related to that request. But if the bot isn't sure what the user means, it may trigger a fallback or error handling mechanism. It might ask the user to say it differently or suggest something else. This way, the user gets a response even if their message isn't clear.

Prerequisites for customizing the Match Intent widget

How to edit the Match Intent widget

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management and then Virtual Agents.
  3. Click the display name of an existing chatbot.
  4. Click the Bot Flows tab.
  5. Click the display name of an existing bot flow.
  6. In the left-side widgets panel, click and drag Match Intent onto the preferred location in the flow.
  7. Select the Match Intent widget.
  8. (Optional) In the right-side panel, click Rename to change the display name of the widget.
  9. In the Settings tab, enter a text in the Prompt Message box. You can format the text, add hyperlinks, or insert emoticons.
  10. Click the Exits tab.
  11. In the drop-down menu, select the destination widget.