Enabling AI-generated queries for a knowledge base

Zoom Virtual Agent admins have the option to enable AI-generated queries to initiate knowledge base coaching. This feature leverages AI to generate queries based on knowledge base content, enabling admins to efficiently train the system to align with specific company content. Admins are advised to select the most frequently used articles to optimize efficiency. After selection, admins can review the AI-generated queries and best answers recommended by the model, allowing them to change answers if necessary, delete, or provide coaching.

Prerequisites for enabling AI-generated queries for a knowledge base

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

How to enable AI-generated queries for a knowledge base

After adding and syncing the knowledge base for the first time, you will receive a welcome message recommending that you select the most visited article to quickly begin coaching. Within the welcome dialog box, you have the option to enable the use of third-party generative AI to generate queries from knowledge base content. Additionally, you can enable this feature in the Knowledge Base settings.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Knowledge Base.
3. Click on the name of a knowledge base.
4. Click the Settings tab.
5. Under Generative AI, check the box for the Query Generation option.
   This will enable the generation of queries for a knowledge base which can be used for coaching. 
6. Click the Articles tab.
7. Select the articles you wish to generate queries for.
   Note: Select the most frequently used articles to optimize efficiency. 
8. Click the Generate Queries button.
   A progress bar will display at the top of the page below the knowledge base’s name.
9. Once query generation is completed, click View queries.
   This will take you to the Review tab where you can see the list of AI-generated queries.
   Note: You can also find the AI-generated queries in the Latest query categories tile in the query library.
10. Select the queries you want to coach.
11. Click Coach.
12. (Optional) Select the queries you wish to change the best answer for.
13. (Optional) Click the Change best answer button.
14. (Optional) Use the search bar to find the article title you want to replace the best answer with.
15. (Optional) Click the Change answer button.