Using Zoom Contact Center AI Companion features

Zoom's AI Companion is being added to Zoom Contact Center, empowering agents to increase productivity. The features that are currently available include:

• Engagement Summary: Agents see an auto-generated summary before they accept the engagement. Supported on voice and messaging channels.
• Agent Talk Metrics: Agents see real-time speech metrics to improve the agent/customer interaction. Only supported for the voice channel.
• Sentiment Analysis: Agents can view the current sentiment of the engagement to help them de-escalate the consumer. Supported on voice and messaging channels.
• Follow-Up Tasks: Agents can generate a list of next steps / actions based on the context of the conversation with the customer. Supported on voice and messaging channels.
• Smart Compose: Agents can generate a message response based on the engagement conversation. Only supported for the messaging channel.

This article covers:

• How to use Engagement Summary
• How to use Agent Talk Metrics
• How to use Follow-Up Tasks
• How to use Sentiment Analysis

Prerequisites for using Zoom Contact Center AI Companion features

• Zoom desktop client for Windows or macOS, 5.17.0 or higher
• Relevant engagement feature privilege enabled by your admin
• Zoom Contact Center license
  Note: This feature must be enabled by Zoom. To enable this feature, submit a request to Zoom Support. If enabled, Zoom Contact Center AI Companion features will be accessible to all agents in the account.

How to use Engagement Summary

While in an active messaging engagement (web or in-app chat), click the Engagement icon to view the a generated summary. Click Get long summary to view a more detailed of summary of the current engagement. Learn more about viewing the Engagement Summary.

How to use Agent Talk Metrics

While in an active voice engagement, view speech metrics above the in-call controls. Learn more about viewing the Agent Talk Metrics.

How to use Follow-Up Tasks

While in an active messaging engagement (web or in-app chat), click the Engagement icon to view the generated follow-up tasks. Learn more about generating Follow-Up Tasks.

How to use Sentiment Analysis

While in an active messaging engagement, view the sentiment in the top panel above the conversation. The sentiment is based on recent customer messages. Learn more about using Sentiment Analysis.

How to use Smart Compose

While in an active messaging engagement, click the AI Companion icon in the message box to generate a message response. Learn more about using Contact Center Smart Compose.