Managing Zoom Virtual Agent intents

Intent refers to the customer's goal when they type in their question or comment. Using intents helps you understand the customer’s goal at scale. Instead of looking at individual interactions, you can understand what questions are being asked, and how often.

For example, if the customer asks “When does your London store close?”, the intent is wanting to understand open hours. The customer could also ask the question differently like “When does the London store open?” or “Is London’s store open Thursday night?”, but those phrases are really getting at knowing the London store hours.

Admins can create intent groups and add related intents to improve precision and reduce the number of intents assessed for each query.

This article covers:

• How to add a new intent
• How to rename the intent
• How to delete intents
• How to add training phrases to intents
• How to edit a training phrases
• How to delete training phrases
• How to edit the intent language settings

Prerequisites for managing intents in Zoom Virtual Agent

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

How to add a new intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select an intent group where you want to add a new intent.
4. Click Add Intent and choose from the following:
   • Custom: In the Add Intent dialog box, specify the following:
     • Intent Name: Enter a display name to help identify the intent.
     • Language: Select the specific language for which the intent is being created.  
     • Training phrases prompt (Optional): Enter the issue you want to identify as a prompt for Generative AI to generate training phrases.
       Note: You can also click Write your own training phrases to manually write training phrases or use existing customer queries.
   • Import: Upload a CSV file to import a list of intents.

How to rename the intent

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select the intent you want to edit from the intent groups.
4. At the top, click the pencil icon next to the intent name.
5. Edit the intent name.
6. Click Save.

How to delete intents

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select one or multiple intents from the intent groups.
4. At the top of the intents list, click Delete Intent.

How to add training phrases to intents

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Click the intent name you want to add training phrases to.
4. Under the Training Phrases section, click Add Training Phrase(s). Training phrases are what customers might type or use when searching for answers. You can select from existing queries, import, or add them manually.
   • Custom: Enter training phrases manually.
   • Import: Upload a CSV file to import a list of training phrases. The file needs to be less than 2 MB.

Note: Add at least 20 training phrases to publish the intent.

How to edit a training phrase

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select an intent from the intent groups.
4. To the right of the training phrase, click Edit.
5. Make the necessary changes to the training phrase.
6. Click the close icon to finish editing.
7. Click the check icon to save editing.

How to delete training phrases

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Select an intent from the intent groups.
4. Select one or multiple training phrases you want to remove.
5. At the top of the training phrases list, click Remove.

How to edit the intent language settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. Click the Settings tab.
4. Click the pencil icon next to Active Languages.
5. In the Manage Languages dialog box, select which language/s you want your Intent Manager to support.
6. Click Save.