Configuring Zoom Contact Center Classic AI Expert Assist

Zoom Classic AI Expert Assist provides agents with AI-powered tools to efficiently resolve customer issues. This article explains how to set up the Classic 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.
• Top engagement escalation: Enables agents to automatically flag and escalate engagements that require a supervisor's attention.

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.

Requirements for configuring Classic AI Expert Assist

• Pro, Business, or Education account
• 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, messaging (web chat, in-app), or email queue created

How to enable or disable Classic AI Expert Assist features during engagements

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Click the Preferences tab.
5. Click the toggle to enable or disable the following features:
   • Agent assist 
     • Info retrieval
     • Knowledge base
       • Select the Enable AI-generated answers option to search relevant knowledge base articles and generate a specific suggested answer to the customer's question.
     • Next best actions
     • Recommended dispositions
     • Smart notes
       • Select the Automatically generate a smart note during wrap-up option to enable the system to create a summarized note automatically after each engagement.
       • Next to Customizations, click Edit to customize how smart notes are generated for your organization by setting parameters such as format, custom templates, note length, tone, next steps, customer sentiment and agent's name.
     • Real-time language translation
   • Supervisor assist
     • Top engagement escalation
       • Supervisors can leverage artificial intelligence to automatically analyze and identify engagements that require immediate attention across multiple queues. When enabled, the AI engine evaluates various factors including engagement duration, topic, consumer sentiment and language patterns to flag critical interactions. 
6. If a verification dialog appears, click Turn on or Turn off to verify the change.
7. (Optional) To prevent all users in your account from changing these settings, click the lock icon , and then click Lock to confirm the setting.

How to create a new Classic AI Expert Assist instance

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Click Add Instance.
5. 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.
6. Click Add to create the instance.
   You will be directed to the page where you can edit the AI Expert Assist settings.

How to change Classic AI Expert Assist settings

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Click the AI Expert Assist instance name you want to edit.
5. Change the following settings:
   • Agent assist
     • 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.
   • Supervisor assist
     • Top engagement escalation
       • Agent inclusion list: Click Add Agents and select the agents whose engagements you want to monitor. Only engagements handled by these selected agents will be considered for escalation. You can search for agents by queue, name, or check whether they have AI Expert Assist access. For example, if you want to monitor a specific user, select that user and then click Save. When this agent is logged in, and an engagement meets the specified conditions, the engagement will be triggered for escalation and displayed to the agent’s supervisor.
       • Variables and custom fields: Define optional escalation conditions based on global variablesor address book custom fields. Click Add conditions to create some conditions and complete the following:
         • In the Select a variable field dropdown field, select a system variable, a custom variable, or an address book custom field.
         • Select an operator (for example, equals, contains, greater than).
         • Enter the value that the system should evaluate against.
         • (Optional) Click Add a variable or field to include additional conditions.
         For example, an admin wants to escalate high-priority customer engagements. They add a condition where the custom variable Customer Priority equals High. When an engagement matches this condition, it is treated as a contributing factor for escalation.
       • Engagement duration: Set the maximum engagement duration before triggering an escalation. Click Edit to set thresholds individually for messaging, video, or voice channel. Enter a duration value then select the appropriate time unit from the dropdown (seconds, minutes, hours, or days).
       • Tough topics: Click Add tough topics and enter one topic per line (maximum 20 topics) for the AI to monitor. If these topics are detected in an ongoing engagement, it may trigger an escalation. These topics can be defined in by selecting existing intents (if intents are already created), or by directly entering topics. For instance, entering ticket cancellation marks it as a difficult topic. Any engagement related to ticket cancellation will then be identified as a tough topic and may be escalated accordingly.

How to associate Classic AI Expert Assist with a queue

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Queue.
3. Find the queue and click the Policy 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.

Classic AI Expert Assist agent experience

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

If you are using the Agentic AI Expert Assist (AIEA) version, refer to its corresponding documentation for setup and configuration guidance.