Upcoming Release
Details about upcoming releases will be posted as they become available.
Current Release
April 13, 2024
New and enhanced features
- Enhancements to Intent Management suggested queries list
When an intent is associated with Zoom Virtual Agent or AI Expert Assist but has no suggested queries, a new 'No suggestions available' notification will be displayed instead of the previous generic notification “To receive suggested queries, the intent requires an association with a Zoom Virtual Agent or AI Expert Assist”. This update enhances the user experience by providing clearer expectations in cases where no queries are available to suggest. - Enhancements to manual Knowledge Base content upload
Account owners and admins can manually upload Knowledge Base content in several new ways, including via CSV, PDF, or DOCX file or manual text entry. These enhancements allow Knowledge Base admins to include offline content from various sources in bulk or individually in their Knowledge Base. Having the ability to manually upload content provides more flexibility and control over populating Knowledge Bases. - Enhanced PDF import feature for Knowledge Bases
A new PDF upload feature has been added to improve importing PDF files as knowledge base content. Users can upload multiple PDFs at once through an intuitive interface instead of navigating multiple screens or manual uploads. The batch upload supports uploading 25 PDFs simultaneously to be incorporated into the knowledge base. This simplifies managing PDF knowledge bases, helping to save valuable time and avert possible errors and inefficiencies. - Improved accuracy calculation for intent comparison
The Intent Comparison modal has been enhanced to calculate intent accuracy in a more stable way. During model training, the system randomly selects phrases for validation multiple times. The average of these validation results is then displayed as the intent accuracy value. By validating multiple times with different phrase sets, admins can have increased confidence that the displayed accuracy reflects the true intent detection capability. - Enhancement to Intent Management auto-match and coach
Account owners and admins now have more precise control, allowing them to review AI-suggested queries before automatically adding them to the intent's training phrases list. The suggestion process has been refined, leveraging AI capabilities to reduce false positive training phrase suggestions. Additionally, a dedicated entry has been introduced for admins to conveniently access and review all AI-added intent training phrases. This enhancement provides a more efficient intent management experience. - Configure consumer authentication data as global variables
Account owners and admins can map website or consumer authentication data to global variables so that global variables can be updated dynamically if or when website or consumer authenticated data is available. The authenticated consumer data will be available as global variables in flows and the agent interface. This enables a more personalized and relevant experience based on known information about each authenticated consumer. This feature must be enabled by Zoom.
Resolved issues
- Minor bug fixes
- Resolved an issue regarding error on filtering with deactivated knowledge bases
- Resolved an issue where the knowledge base name is not displayed in answer preview page
- Resolved an issue regarding incomplete sync for answer preview. If sync has not been completed yet, the answer preview search will fail.
Previous Releases
Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.
March 17, 2024
New and enhanced features
- Enhancements to video URL functionality in bot flows
Admins can easily embed video in bot flows by entering a URL, rather than needing to download and upload a file. For supported sites like YouTube, Vimeo, and Dailymotion, the video title and thumbnail are automatically populated. Admins can override the title if needed. For other sites, admins can manually enter a title and upload a thumbnail image. Users can play the videos directly within the chat . This enhancement simplifies the process of adding engaging video content to bot flows. - Display all available Zoom Virtual Agent support channels when used inside Zoom Contact Center
When a Zoom Virtual Agent bot is added to a Zoom Contact Center chat flow, all support channels set up by the admin including phone, link, email, and contact center chat will be shown. Previously, not all configured support channel options were displayed to end users. This gives end users the full range of options to resolve their issues through their preferred channel. - Support for knowledge base AI-generated queries
Zoom Virtual Agent admins can opt in to AI-generated queries to help jump start knowledge base coaching. This feature leverages AI to generate queries based on knowledge base content. This allows knowledge base admins to efficiently train the system to align with specific company content. It is recommended that admins select the most frequently used articles to optimize efficiency. Once selected, admins can review the AI-generated queries and the best answers recommended by the model, change to a new answer, delete, or coach. - Enhancements to language detection for PDF-based knowledge bases
A new enhancement has been added to improve language detection for PDF-based knowledge bases. Previously, the language was set based on the source website URL. Now, the system will first check the PDF metadata for language information. If no language is set in the metadata, it will fall back to detecting the language from the source URL. This provides more flexibility and accuracy in supporting multilingual PDF knowledge bases. Users will benefit from having their PDF articles correctly grouped by language. - Query disposition tracking and reporting
The tracking and reporting of query dispositions has been improved to provide more visibility into coaching activity over time. Users can view historical counts of queries that have been coached or trained. Date range filters enable tracking coaching completed in different periods. The feature provides account owners and admins better insights into the total amount of coaching done to date. - Enhancement to import and export of intent training phrases
Account owners and admins can download and upload a CSV file containing the training phrases and languages. The CSV file can then be edited and uploaded to update the training phrases. During the import process, duplicate queries are skipped, and new phrases are added. Account owners and admins can enter the language for each phrase in the language column. This simplifies bulk editing of intent training phrases across languages. This enhancement provides a more efficient workflow for managing intent training data. - Customize how knowledge base articles are viewed when presented to end users
When displaying answers to end users, admins can choose whether knowledge base article links open in the same window as the bot or a new tab. The default setting opens articles in the same window, which helps reduce abandoned engagements. Having links open in the current window provides a more seamless experience for end users by keeping the chat and article visible. Admins can enable the option to open links in a new tab if they prefer. This enhancement gives admins more control over the knowledge base article link experience. - Enhancements to image display in web chat
Customers can easily expand any image sent by an agent or bot to its full resolution with a simple click. The expanded view enables zooming in and out for closer inspection. Clicking on an image at the right top corner provides the option to download it. These enhancements allow customers to more easily view and save images shared during a chat session.
Resolved issues
February 25, 2024
New and enhanced features
- Enhancements to knowledge base sync
The sync process now includes additional steps to separately perform sync and train. New statuses were added for the train process to provide visibility into pending, retrieving article content, and indexing articles phases. In addition, significant improvements have been made to enhance the admin's visibility into the sync progress. Admins can now track sync progress more transparently, helping reduce queries and provide more comprehensive information. - Excluding deactivated knowledge bases from knowledge base sync
Deactivated knowledge bases are now excluded from the knowledge base sync process. This change streamlines sync by removing unnecessary articles from deactivated knowledge bases. If a deactivated knowledge base is reactivated, it will trigger a sync update notification to include it on the next sync. - Increased article size limit for knowledge bases
The article size limit in knowledge bases has been increased from 100 KB to 150 KB. This enhancement gives admins more flexibility when authoring detailed troubleshooting guides, product manuals, and other long-form content. - Enhanced answer preview with tag and category filtering
Admins have the ability to choose specific tags and categories to narrow down the answers provided by the system, replicating bot behavior. These selected filters remain active while browsing through knowledge bases. Additionally, a search feature is available for effortless exploration of available tags and categories. This enhancement provides admins more control over answer filtering during testing to align with bot capabilities. - Enhancements to custom answer coaching
Admins have now more control when selecting text spans for coaching. Previously, admins could only select text at the HTML div level, which prevented span selection in some cases. The enhancement removes the limitation of only selecting divs, enabling admins to choose text spans more precisely. The increased flexibility helps admins provide better automated responses. - Enhancements to intent comparison modal
The intent comparison modal has been improved to make navigation easier with a new entry next to the Train/Publish description. The layout has been adjusted for better readability. Clear explanations are now provided so admins can easily understand model confidence scores. In addition, an intent model analysis pop-up shows accuracy for the overall model and individual intents. These changes enable administrators to monitor and optimize intent models more effectively. - Enhancements to intent discovery feature
The intent discovery interface has been enhanced to improve usability and help admins easily uncover and address knowledge gaps. The discovery graph visualization has been enhanced with clearer intent grouping, sizing, and positioning. The query list has also been refined to better pair with the discovery graph. Together these improvements aim to simplify the process of identifying novel intents from unmatched queries. The updated interface provides admins with more visually intuitive suggested intents and insights to help close support coverage gaps. - Enhancements to form management for ManageEngine
Admins can now create and assign specific forms to different scenarios, so the right form is used for the right context. Previously, the form management system in ManageEngine was limited to a single default form, which restricted its applicability for diverse scenarios. In addition, pre-filling of ticket forms has been enabled using the information collected through global and local variables such as name, email, order ID, issue type, and more in bot flows. This eliminates the need for manual data entry, helping expedite the ticket submission process.
Resolved issues
January 14, 2024
New and enhanced features
- Improvements to the Route To Widget to address failure scenarios
The Route To widget in Zoom Virtual Agent has undergone enhancements to better handle failure situations. Previously, if the Route To widget encountered a connection problem when trying to reach the destination, the flow would stop immediately. Now, administrators can configure the widget to either redirect users to another destination or display more informative error messages. - Improvements to bot flow generation
Admins can easily edit and fine-tune prompts without the need to recreate entire flows. This feature empowers admins with the flexibility to adjust prompts for more tailored and precise GenAI interactions. - New deletion process for Zoom Virtual Agent objects
A new deletion framework across ZVA has been put in place to prevent admins from deleting a bot. Previously users could delete a bot which is in use and has integrations with other components within the ZCC and ZVA. Admins can delete an in-use bot, and that can bring down the virtual agent for the entire contact center. With this framework, we will inform that the bot is being used or is integrated with other components and the integration needs to be removed before deleting the bot. - Enable Collect Input & Condition widgets to route back to the main flow
Admins now have the capability to use Collect Input & Condition widgets to intentionally route users back to the main flow. This enhancements enables bot builders to avoid duplications, reduce the number of widgets and build manageable bot flows.
Resolved issues
December 17, 2023
New and enhanced features
- Web sync article preview
The new article preview feature during web sync has been implemented to allow admins to verify if their settings and selectors are working as expected, saving time and minimizing errors during the implementation process. - Ability to upload individual URLs
Zoom Virtual Agent admins can type in individual URLs directly, eliminating the need for a CSV upload. Additionally, admins can skip and go straight to a URL upload knowledge base type, making the experience for customers smoother with a small number of web pages hosting knowledge base information.
- Enhancements to Zoom Virtual Agent chatbot escalation
Zoom Virtual Agent admins have the flexibility to set the number of knowledge base articles presented to the user before routing them to an agent or support channel. This enhancement aims to tailor the chatbot behavior, providing more control over the user experience and ensuring efficient issue resolution.
Resolved issues
November 19, 2023
New and enhanced features
- Event based support
A new support channel type has been created, emitting events that brands can listen to, allowing them to continue the support escalation process with their preferred CRM and UI. This feature caters to new front-end chat integrations and addresses the needs of brands that prefer not to utilize embedded-agent-chat capabilities. - Improvements to Route To widget
The Route To widget has been improved to help streamline consumer navigation. Previously, users were required to click a button for redirection to a support channel, potentially introducing complexity, especially when only one option was available. To resolve this, when a single route exit is configured, the button is now optional, and the system automatically initiates the redirection to the support channel without the need for user interaction. - Engagement form field enhancements
Consumers will no longer experience form field descriptions being truncated or cut off when admins use the WebSDK for engagement forms. Account owners and admins can now create longer, more descriptive form field help text without worrying about descriptions getting cut off or truncated unexpectedly. This provides a better form filling experience for consumers.
Resolved issues
Note: The Third-party interface using Sunshine and Zoom Virtual Agent integration with Zoom Contact Center Phone Channel Service features have been pulled from release due to issues with deployment and will be available in another upcoming release.
October 22, 2023
New and enhanced features
- Support for widget duplication
The bot flow canvas has been improved to support widget duplication. When building complex flows, users can quickly copy existing widgets, saving time and reducing the need for additional configuration work. - Support for variable icon { }
A variable icon has been added to the prompt toolbar so that users can easily discover and utilize the variables functionality within widgets that include a prompt in bot flow such as Send Media, Collect Input, and Match Intent. This enhancement simplifies the process of inserting variables when creating a bot flow. - Support escalation control
When a support escalation experience is triggered, businesses have the flexibility to either utilize their existing support channels or implement a bot flow. This control enables businesses to tailor the support experience precisely to their needs, enhancing user interactions and support efficiency. - Streamlined form integration for ZECO
ZECO enables the retrieval of CRM-created forms directly in the form builder UI. Admins can effortlessly assign distinct forms based on various user cases. This ensures that users receive relevant forms, minimizing confusion while preserving transparency for agents. This is only applicable for Salesforce and read-only for Zendesk. - Enhancements to script widget
The script widget has been improved to align with Zoom Contact Center, incorporating dedicated exits for both success and failure. This improvement ensures consistent and straightforward script execution tracking. - Auto-coaching for knowledge bases
The enhancement of onboarding and managing knowledge bases has been improved through the utilization of GenAI. Within the knowledge base settings, users have the option to enable GenAI to generate queries based on their knowledge base content. This functionality allows them to efficiently train the information retrieval (IR) system to align with their specific company content. - Pre-filling of Salesforce and customer ticket forms
Prior to connecting the end-user to a chat agent for support, the agent requires supplementary user information that would be helpful for the chat, such as the user's name, email, type of issue, product category, and zipcode. The prechat form enables brands to present these questions and gather user information before initiating the chat with the agent.
Resolved issues
- Minor bug fixes
- Resolved an issue where deleted intents are not being properly removed from the bot flows they were initially linked to, resulting in problems with saving and causing confusion.
- Resolved an issue where Zoom Contact Center to Zoom Virtual Agent chat routing failed when typing Agent into the chat widget.
- Resolved an issue where the intent did not appear as expected in the bot flows editor.
- Resolved an issue where customers, upon receiving a knowledge base recommendation from Zoom Virtual Agent, saw a snippet while reports and Zendesk chat transcripts displayed the entire article, rendering it unreadable.
- Resolved an issue where customers frequently received a "Your bot flows and widgets have been copied and saved, but we couldn't reach the machine translation service" error when saving a sub flow to Draft in a multi-language bot.
Note: The Enhancements to explore feature has been pulled from release due to issues with deployment and will be available in another upcoming release.
September 17, 2023
New and enhanced features
- Simplified ticket form creation
A user-friendly UI has been developed to allow admins to easily create and manage form definitions without any coding knowledge or engineering support. Zendesk serves as the platform for previewing a set of forms, while Salesforce provides comprehensive support for form building.
- Improvements to error handling for knowledge base sync
The improved error handling for knowledge base sync calls out individual issues and errors during syncs, reducing confusion and enabling users to promptly address specific problems. - Enabling pre-filling of Zendesk ticket forms
Pre-filling of ticket forms has been enabled using the information collected through global and local variables in bot flows. This eliminates the need for manual data entry, expediting the ticket submission process. - Enhanced CRM support for Salesforce and Kustomer
CRM agents can access chat transcripts from interactions with the bot, providing more accurate solutions and enhancing user satisfaction. This also reduces the likelihood of multiple tickets for the same issue. - Support for new query library
A new query library has been added to offer users improved methods for viewing and managing uploaded queries, enhancing query discoverability. This feature enables users to find and manage queries more easily, and quickly view and understand query statuses. - Improvements to bot flow navigation
The bot flow builder has been improved to provide a smoother and more effective flow-building experience. Enhancements include relocating the navigation bar for enhanced visibility, extending the zoom range for easy viewing of the entire flow, introducing new keyboard shortcuts for swift zooming, and enabling navigation using trackpad gestures and mouse actions to ensure smooth movement and zooming.
Resolved issues
- Minor bug fixes
- Resolved an issue where changes weren't immediately published when coaching or adding new phrases to an intent. Additionally, when the domain was trained and published, the intent status didn't update to Published but remained as Draft.
- Resolved an issue where the form would not submit if the email field did not adhere to the correct email format, and the customer attempted to submit it.
- Resolved an issue where a "Timeout of 50000ms exceeded" error message displayed when attempting to publish the Zoom Virtual Agent bot.
- Resolved an issue where users were unable to publish intent domain.
- Resolved an issue where certain intents migrated from Solvvy did not appear on the intent list but appeared on the workflows.
- Resolved an issue where the Condition widget value was too restrictive for URL field types.
August 20, 2023
New and enhanced features
Resolved issues
Note: The Amazon Connect integration feature has been pulled from release due to issues with deployment and will be available in another upcoming release.
July 16, 2023
New and enhanced features
- Source content highlighting
A new highlighting feature for source content within answers has been implemented. When users click on a knowledge base link, the specific section of text that was extracted is automatically highlighted. This helps users in easily identifying and locating their context within the larger article.
- Filter knowledge base results returned by segment
Bot Flows can restrict the knowledge base content returned to the user at a specific step in the conversation. This restriction is achieved by using variable parameters and the knowledge base category or tags in the bot. When the variable parameter is matched, the answer returned to the user’s query is filtered based on the specified category/tag, ensuring that the user receives targeted and contextually appropriate content.
- Enhancement to JS web sync tool
The JS web sync tool has been enhanced to enable the creation of articles from each FAQ question, solving both the size limitation and analytics challenges faced by organizations. With the enhanced JS web sync, each FAQ question is now treated as an individual article, ensuring that article sizes do not exceed the limitations. Previously, saving FAQ pages as a single article resulted in excessive file sizes, making it impossible to save certain pages due to the maximum limit of 100kb. In addition, organizations can now gain insights into the effectiveness of individual FAQ items in assisting customers by creating separate articles for each FAQ item. - Confluence Integration with Knowledge Management
Knowledge Management now offers new options to connect with Confluence, enabling Zoom Virtual Agent to provide answers from their Confluence pages. Users can customize the synced content similar to other API connected knowledge sources.
- Article reference in coaching page
Admins have the ability to directly access articles from the coaching page, allowing them to review the full context effortlessly. A new View Article link has been added, which appears when a URL is available for an article.
- Zoom Virtual Agent bot and bot flows localization for all supported languages
The Zoom Virtual Agent bot and bot flows have been localized when you have your language set to any of the currently supported languages.
Resolved issues
June 18, 2023
New and enhanced features
- Zendesk chat integration
Zoom Virtual Agent offers support for Zendesk chat integration, allowing businesses to seamlessly connect their Zoom Virtual Agent bot with their Zendesk instance for a better customer support experience. With this integration, end-users can easily connect with agents via chat if needed, while still using the Zoom Virtual Agent bot for initial queries. - Web sync link discovery
Web sync capabilities have been enhanced by enabling link discovery for web page synchronization. This allows customers to bypass the requirement of a sitemap and ensures their data remains up to date with website changes. Users will be able to set a source URL and rules to help guide the system through their website to sync relevant pages. - Expanded category selection for knowledge base integrations
The category selection options for knowledge base integrations have been expanded to allow users to select subcategories within a category when onboarding or editing a knowledge base. By providing deeper customization options, users can now take advantage of their additional organization levels and have greater control over the content they retrieve. - Intercom ticket creation and response
Users can submit tickets directly through the bot when their queries or issues cannot be resolved, ensuring a streamlined and efficient support process. When CRM agents receive the ticket, they have access to the complete conversation history, empowering them with valuable context to address user queries effectively. The chat transcript serves as a reference point, enabling agents to provide more accurate and relevant solutions, reducing the likelihood of duplicating the bot's previous responses.
Resolved issues
May 28, 2023
New and enhanced features
- Support for Bot to Bot handoff feature
Zoom Virtual Agent account owners and admins can choose to send the user to a different bot entirely, and if a Bot is selected, they can choose the Main Flow or Sub Flow to begin with. This feature enables bots to recognize the user's type and direct them to the appropriate bot or bot flow. - Support for admin audit report
A new admin audit report feature has been added, allowing administrators to track changes made to their account by users. Similar to other Zoom products, the report allows administrators to track user actions, such as additions, deletions, and updates, providing better transparency and oversight. - Specific knowledge base content type
A new content type has been added in the Web SDK specifically designed for knowledge base content, making it easy to display helpful information to end-users in a more user-friendly way. With this new feature, end-users can easily identify and access helpful non-conversational content, improving the overall user experience. - Kustomer integration for knowledge management
Admins and account owners can establish a connection between Zoom Virtual Agent and Kustomer CRM, allowing them to import articles from any public or internal knowledge bases they may have in Kustomer. This integration streamlines the process of importing and managing knowledge content, ensuring that Zoom Virtual Agent has access to the necessary information to deliver effective solutions. - Enhanced visibility for connected knowledge bases
Admins and account owners can see important details for connected knowledge items, including the title, content, category, and URL. This improvement brings connected knowledge bases on par with manual knowledge base in terms of providing comprehensive visibility into the available knowledge content. It enables users to have a clear understanding of the information sourced from their connected knowledge bases, ensuring data accuracy and quality. - Improvements to manual knowledge base creation
To improve the content management experience for manual knowledge base, the ability to insert content through CSV bulk uploads has been implemented. With this new feature, users can simply upload a CSV file containing new articles or updated content, and the system will add or update the content accordingly within the manual knowledge base. This eliminates the need for one-by-one article management, providing a more streamlined and efficient approach to keeping manual knowledge base updated. - Enhanced Salesforce knowledge base customization
Admins and account owners have the ability to edit certain Salesforce field options after a Salesforce knowledge base has been created. This feature allows users to correct issues with their integration without the need to delete and recreate the knowledge base. - Improvements to web sync sitemap
The sitemap path selector has been improved to accommodate sitemaps with more than 5000 url paths. This enables websites with larger sitemaps to effectively utilize our crawler and ensure their knowledge base remains updated. - Enhancement to web sync feature
Admins can upload relevant links as an alternative to relying solely on sitemaps. This empowers customers to include specific web content that they want to sync with our system. - ServiceNow ITSM integration
Admins and account owners have the option to configure ticket types as either ITSM or CSM, catering to specific requirements. End-users can seamlessly submit ITSM tickets directly from Zoom Virtual Agent to the CRM system, simplifying the process of creating tickets for IT service-related issues. Furthermore, ITSM tickets raised through Zoom Virtual Agent are automatically categorized as ITSM and seamlessly integrated into the ServiceNow ITSM system.
- Real-time live agent chat integration
Zoom Virtual Agent supports live agent chat within the user interface (UI) which allows end-users to initiate chat conversations with live support agents without leaving the UI. Through this integration, end-users can now receive instant chat messages and replies from their CRM via live support agents, facilitating quicker issue resolution.
- Intercom integration
Account owners and admins can integrate Zoom Virtual Agent with Intercom to enable the users to chat with a live Intercom agent within the same UI.
- Gorgias support channel integration
A new ticket creation integration channel has been added to Zoom Virtual Agent, allowing businesses to leverage the power of the Zoom Virtual Agent bot while providing end-users with the ability to create support tickets when needed. With this integration, the Zoom Virtual Agent bot can now render a ticket form, enabling users to submit their queries or issues directly as support tickets. - Enhancement to default ticket form
The default ticket form has been enhanced to capture user information and seamlessly pass it to the CRM. With the addition of Name and Email fields, users can provide their personal details directly in the ticket form, enabling more efficient ticket creation. Furthermore, if user data has already been obtained from the welcome screen, the Name and Email fields will be automatically populated, saving time and ensuring accurate user information. - Enhanced CRM support with chat transcript integration
Zoom Virtual Agent sends the transcript of the chat between the user and the bot as an internal note with the ticket to the CRM. This enables agents to have better context of the user's interaction with the bot and provide more personalized and effective solutions. The Web SDK has been updated to include this new feature.
Resolved issues
April 16, 2023
New and enhanced features
- Salesforce integration with Knowledge Management
A new option within Knowledge Management has been added to connect to Salesforce and customize the content we pull in. With this new integration, users can connect to the Knowledge Items within Salesforce and use them for Q&A, similar to other CRM connections. - Global variable performance tracking
Zoom Virtual Agent account owners and admins can track the performance of their chatbot solution on a per-global variable basis, exploring in a more targeted way how their Bot Flows and Knowledge Base solutions are performing in terms of resolving customers' issues. - Dedicated page for general bot responses
A new page has been added to allow Zoom Virtual Agent account owners and admins to easily manage responses to simple requests, centralize text for escalations to another support channel, and have insights into where the text they're controlling will be used. With this feature, bot admins will have an easy-to-use page for setting up all centralized text to be used throughout the bot, and can see the default/small talk intents and override the default intents. - Bot creation improvements
Zoom Virtual Agent account owners and admins are able to view the intents associated with their bot flows in a list view, without having to click into the canvas. Additionally, we have updated the subflow creation process so that intents are selected at the same time as the subflow is created, making it easier to manage intent-subflow connections. These changes will help bot builders more easily track which intents are being used and prevent issues caused by intent-subflow versioning. - Support for ticket creation integration channel
Zoom Virtual Agent supports ticket creation integration channel, allowing businesses to seamlessly create tickets for customers who require additional support beyond what the bot can provide. - AI-generated training phrases
Zoom Virtual Agent account owners and admins can use a new tool to create intents with relevant training phrases efficiently and accurately. With this new tool, admins can define the number of generated training phrases, which will be based on the intent name and description to ensure accuracy. The generated training phrases can then be easily deleted if necessary. This tool aims to improve intent and model performance while saving time for admins.
Resolved issues
March 19, 2023
Changes to existing features
- Train domain with single intent
Account owners and admins can now create and train domains that have a single intent. Previously, at least 2 intents are required in the domain to train and publish it. - Support for Knowledge Base Group
Zoom Virtual Agent account owners and admins can now choose between a single knowledge base source, which is already available, and Knowledge Base Group. The Knowledge Base Group option allows businesses to select specific groups of knowledge base articles that they want their bot to use. With this new feature, businesses can create a personalized bot that returns only relevant content, making it easier for users to find the information they need quickly. In addition, businesses can exclude specific content that they do not want to be shown, such as temporary articles or articles that should not be discoverable.
New and enhanced features
- Intent Manager setup guide
Intent Manager setup guide is available on the Intent Manager page to help new users understand and build domains and intents. The setup guide explains the definition of domain and intent, their roles in Virtual Agent, and how they work. Users have the option to show or skip the setup guide. - Pre-built intents by industry or department
Account owners and admins can view and search for pre-built intents related to their business. This makes intents readily available to new users and makes constructing and training models less intimidating. - ServiceNow chat integration
Account owners and admins can integrate Zoom Virtual Agent with ServiceNow to enable the chatbot to connect users to a live ServiceNow agent. - Salesforce chat integration
Account owners and admins can integrate Zoom Virtual Agent with Salesforce to enable the chatbot to connect them to a live Salesforce agent. - Salesforce ticket submission
Account owners and admins can raise and submit a ticket to the CRM from the Zoom Virtual Agent chatbot. - Improvements on CollectInput widget
CollectInput widget has been improved so that admins can easily set up their Quick Reply buttons. Improvements include a new UI for switching between Text Input and Quick Replies, enabling Zoom Virtual Agent account owners and admins to choose whether button selection is required or if text searches will also return results, and adding description in the CollectInput setup panel. - Send customers to a specific support channel
Zoom Virtual Agent account owners and admins are now able to set up an exit point for their bot flow through a specific channel or set of channels. This allows businesses to design flows that intentionally escalate to another channel to better fit their business processes. - Data retention setting sync
Integration between Zoom Virtual Agent and Zoom Contact Center has been enhanced so that if a user changes the data retention setting for messages in Zoom Virtual Agent, it is also changed in Zoom Contact Center. This change is indicated in the tooltip and header description to reflect its shared status. Clients who have Zoom Contact Center and Zoom Virtual Agent together and have different settings in each product will have their Zoom Contact Center setting migrated to their setting in Zoom Virtual Agent. - Solvyy clients configuration/data migration
Solvvy clients who are migrating to Zoom Virtual Agent can now migrate their intent assets, including intent name, description, training phrases, and regex and text-based rules per account. This allows for a seamless transition and eliminates the need to recreate intent assets. - New web crawler for knowledge base
Customers who have existing knowledge base content on their website can now easily keep their chatbot's answers up-to-date using a new web sync feature. This feature uses a customer's existing sitemap and allows users to select a target domain, pull in content, and customize the crawler to select only meaningful parts of their knowledge base. This website content can be trained just like API and manual content to improve the answers provided to end users. - WYSIWYG editor for manual knowledge base
A text editor has been added to the manual knowledge base, which enables users to add styling to knowledge base items without requiring knowledge of HTML. This allows users to view the outcome of their work as they create it, improving productivity and the user experience. Additionally, the styling on the Content field will be displayed, providing users with an easier way to see the outcome without relying on HTML tags. - Auto-creation of entry IDs
Bot flow builder feature now includes auto-creation of entry IDs in the Main Flow to reduce the number of steps to launch your Bot. This feature simplifies the process of adding widgets and makes it easier for new admins to get started quickly.
Resolved issues
February 26, 2023
New and enhanced features
- Knowledge Base ServiceNow integration
When creating a knowledge base, users can download articles from ServiceNow and use them in their knowledge base. Account owners and admins can see customization options specific to ServiceNow when onboarding a ServiceNow knowledge base and choose which categories to be used by Zoom Virtual Agent. After creating a knowledge base, users can update these customizations and exclude specific articles from their chatbot. - Individual query coaching
A new search bar has been added to the coaching dashboard, allowing users to search all queries to see if they are user-submitted or synthetic queries. This allows users to click on searched queries for coaching. - Improvements to Coaching feature
The Coaching feature on the Knowledge Management tab has been enhanced to make it easier for users to open the coach dashboard, filter searches, and examine data. Improvements include launching coaching more prominently within the knowledge base section, customizing the knowledge base targeted, and providing more information regarding the queries being coached and their relevance to the currently selected knowledge base. - Remove tables from crawled content
Table tags are added to exclude tables when syncing knowledge base. Tables are removed from crawled content because they do not display correctly in chat windows. - Replace instances of crawl with sync
Every mention of crawl on the Knowledge Management page will now be referred to as sync.
Resolved issues
January 18, 2023
- General availability for Zoom Virtual Agent
Zoom Virtual Agent is a Conversational AI and Chatbot Solution that works around-the-clock on multiple customer support channels to deliver fast, personalized customer resolutions, reduce call volumes to human agents, generate actionable analytics, and drive significant operational efficiencies. To learn more about Zoom Virtual Agent, visit the Zoom Virtual Agent product page and support page.