Configuring Zoom Contact Center Expert Assist


 

Zoom Expert Assist provides agents with AI-powered tools to efficiently resolve customer issues. This article explains how to set up Expert Assist in Zoom Contact Center.

The core features that are currently available to agents include:

Expert Assist uses AI technology to analyze what the Consumer is saying and looks for matches against either the Intent Group or the Knowledge Base. Intent Groups allow Zoom AI to understand the intent of a consumer message. An example of an Intent might be “Lookup a ticket”. Once Zoom Expert Assist recognizes the intent match, it can then trigger the Info Retrieval feature to pull in the appropriate data from an external API to display the data to the agent. For example, information related to an open ticket. In addition to supporting Intent Groups, the Expert Assist feature can look for matching articles from KBs. When a consumer speaks a phrase into the voice channel, or types a message into the messaging channel, the Expert Assist AI looks for the best match between both Intent Groups and Knowledge Base articles assigned to the Expert Assist instance.

Note: You can have multiple Intents in an Intent Group. Expert Assist will only use Intents if they are assigned to an Information Retrieval.

This article covers:

Prerequisites for configuring Expert Assist

How to create a new Expert Assist instance

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then AI Expert Assist.
  3. Click Add AI Expert Assist Instance.
  4. Enter the following information:
    • Name: Enter a display name to help identify the instance.
    • Description: Enter a description for the instance.
    • Intent Group: Select an intent group to associate with the instance.
    • Knowledge Base: Select a knowledge base to associate with the instance. Associating a knowledge base will enable agents to use the Knowledge Base (KB) Retrieval feature.
  5. Click Add to create the instance.

How to change Expert Assist settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then AI Expert Assist.
  3. Click the Expert Assist instance name you want to edit.
  4. Change the following settings in the Settings tab:
    • Intent Group
      • Intent Group: Change the associated intent group.
      • Intent Threshold: Adjust the threshold level to control the confidence level for matching intents.
    • Knowledge Base
      • Knowledge Base: Change the associated Knowledge Base.
      • Knowledge Base Threshold: Adjust the threshold level to control the confidence level for matching related articles. The lower the threshold, the likelihood of a false positive result (i.e. irrelevant KB article) being returned to the results.

How to configure Information Retrieval

Here are the steps to create and associate an Info retrieval functionality to an Expert Assist instance.

Important: These settings require knowledge of APIs. Zoom does not provide support for how to use third-party APIs with this feature. Contact the vendor of the third-party API if you need help using their APIs.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then AI Expert Assist.
  3. Click Add AI Expert Assist Instance.
  4. In the Info Retrieval tab, click Add Info Retrieval.
  5. Enter the Name and Description (optional), then click Add.
  6. Select the intent that you want to trigger an information retrieval action.
  7. Click Add API to show the connector settings dialog.
  8. Enter the fields and parameters that will retrieve information from a third-party API using a GET request.

How to associate Expert Assist with a queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queue.
  3. Find the queue and click the Profile tab.
  4. In the Expert Assist section, click Add Expert Assist.
  5. Select the Expert Assist instance you previously created, then click Save.

Expert Assist agent experience

Refer to the agent-facing Expert Assist support article for more information.