Using answer preview

The Answer Preview feature in Knowledge Management simulates the knowledge base articles a user would see for entered queries. Using this feature allows you to thoroughly review and verify the accuracy and relevance of the content before it's presented to the user. It ensures that the response aligns with the user's query and provides valuable information or assistance.

Prerequisites for using answer preview in Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Knowledge base created

How to use the answer preview

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Knowledge Base.
3. In the upper right corner, click Answer Preview.
4. Enter the following details:
   • Query: Enter a question to check the answers the knowledge base model gives.
   • Knowledge Base: Select the relevant knowledge base.
   • Language: Select the language of the knowledge base.
5. (Optional) Click the Use ‘answer generation’ to test queries option to enable the use of generative AI to create one response from multiple sources if applicable. This setting can be enabled in Virtual Agent settings.
6. (Optional) Click Show Advanced Filters.
   • Categories (Optional): Apply filters based on specific categories.
   • Tags (Optional): Apply filters based on specific tags.
7. Click Search.
   • Answer previews related to the entered query will be displayed. Click on Show Answer to view the article.
   • In addition to the answer preview, this view shows a percentage based Confidence Level directly related to the Knowledge Base Threshold set in Virtual Agent settings.
8. (Optional) After completing the search, click Reset to clear the fields and enter a new query again.