Using Zoom Contact Center Expert Assist features

Zoom Expert Assist provides agents with AI-powered tools to efficiently resolve customer issues. This article explains how agents can Expert Assist features.

The core features that are currently available to agents include:

This article covers:

Prerequisites for using Expert Assist

How to use Smart Notes

Zoom Contact Center’s Smart Notes feature uses generative AI to create a concise summary of the agent’s engagement with the customer. This saves time on after call work (ACW) for agents who now can accept the generated summary or do some light editing before publishing it.

  1. After a voice or messaging engagement (web chat or in-app) has ended, click the Engagement tab in the right-side panel.
  2. Click Generate Smart Note.
    Expert Assist will generate a summary and populate it in the Add Note section.
    Note: You can only generate a summary up to 3 times per engagement.
  3. Make edits to the generated note to ensure accuracy.
  4. Click Publish.

How to use Knowledge Base (KB) Retrieval

Knowledge Base (KB) Retrieval automatically search the KB at the appropriate time to see if there is a matching article and surface that article to the agent so that the agent does not have to manually search for the article. If they do decide that they need to do a manual KB search, the search bar will be equipped with auto-complete so that it’ll be easier to find what they are looking for.

  1. During an active voice or messaging engagement (web chat or in-app), click the KB retrieval icon in the right-side panel.
    Expert Assist will open the Knowledge Base tab where you will see up to 3 relevant KB articles that meet the threshold set by your admin. If the Answer Summarization setting is enabled by your admin in the associated KB, you will see an AI generated snippet from the KB article based on the question that was asked.
  2. Click View Full Article to visit the full article, or click Copy Link to copy the article’s URL.

How to use Information Retrieval

Information Retrieval gets customer information from third party systems at the right time, eliminating the need for the agent to access multiple systems.

  1. During an active voice or messaging engagement, Expert Assist will display the Information Retrieval icon next to the relevant message if Expert Assist recognizes an intent match, and confidence is above the threshold set by the admin.
  2. Click the Informational Retrieval icon.
    Expert Assist will open the Information Retrieval tab on the right side of the window.
  3. If there is additional input needed (and this data is associated with an entity), Expert Assist may be able to automatically recognize it and pull it into the correct input field. Click Find Details to auto-populate the fields from the engagement.
    Note: Make sure you verify the data that is auto-populated. In addition, you can manually search for available information retrievals by doing a search in the search bar.