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

The core features that are currently available to agents include:

• Information Retrieval: Enables agents to pull information from 3rd party systems at the right time based on the intent of the customer.
• Knowledge Base (KB) Retrieval: Evaluates the customer's intent and automatically shows the relevant knowledge base article to the agent while interacting with consumers.
• Next Best Actions: Provide agents with personalized, real-time recommendations during customer interactions.
• Recommended dispositions: Automatically select a disposition for the agent based on the engagement context. Agents can review and edit this selection before saving wrap-up.
• Smart Notes: Agents can auto-generate a concise and accurate summary of their interaction with the customer, eliminating the need to manually take notes.
• Real-time language translation: Automatically translate incoming messages to agents' preferred language and outgoing messages to customers' preferred language.

AI 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 AI 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 AI Expert Assist feature can look for matching articles from knowledge bases. When a consumer speaks a phrase into the voice channel, or types a message into the messaging channel, the AI Expert Assist looks for the best match between both intent groups and knowledge base articles assigned to the AI Expert Assist instance.

Note: You can have multiple intents in an intent group. AI Expert Assist will use intents assigned to both Information Retrieval and Next Best Actions. Intent groups are assigned at the Expert Assist level, and only Information Retrieval and Next Best Actions utilizing that intent group are eligible to be added to the AI Expert Assist instance.

 

This article covers:

• How to create a new AI Expert Assist instance
• How to change AI Expert Assist settings
• How to associate AI Expert Assist with a queue
• How to enable or disable AI Expert Assist features during engagements
• AI Expert Assist agent experience

Prerequisites for configuring AI Expert Assist

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Elite license, or Basic/Essential license with AI Expert Assist add-on
• Voice or messaging (web chat, in-app) queue created

How to create a new AI 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 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.
5. Click Add to create the instance.
   You will be directed to the page where you can edit the intent features and knowledge base.

How to change AI 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 AI Expert Assist instance name you want to edit.
4. Change the following settings:
   • Intent features
     • Intent group: Change the associated intent group.
     • Info retrieval group: Select an info retrieval group that uses the selected intent group to add to this instance of AI Expert Assist. 
     • Next best actions: Select available next best actions for this instance.
   • 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 knowledge base article) being returned to the results.

How to associate AI 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 AI Expert Assist section, click Add AI Expert Assist.
5. Select the AI Expert Assist instance you previously created, then click Save.

How to enable or disable AI Expert Assist features during engagements

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then AI Expert Assist.
3. Click the Preferences tab.
4. Click the toggle to enable or disable the following features:
   • Info retrieval
   • Knowledge base
   • Next best actions
   • Recommended dispositions
   • Smart notes
   • Real-time language translation
5. If a verification dialog appears, click Turn on or Turn off to verify the change.
6. (Optional) To prevent all users in your account from changing these settings, click the lock icon , and then click Lock to confirm the setting.

AI Expert Assist agent experience

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