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.

Requirements for managing intents in Zoom Virtual Agent

Table of Contents

How to add a new intent

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Studio 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:

How to rename the intent

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Studio 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 Studio 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 Studio 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.

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 Studio 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 Studio 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 Studio 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.
note icon
This article applies to Zoom Virtual Agent classic chatbot. If you are using other Zoom Virtual Agent types, such as chat agent or voice agent, refer to their respective documentation for setup and channel deployment instructions.