Admins can enable the AI matches and suggestions feature to match intents using generative AI when the supervised models are unable to achieve a successful match. Once a sufficient number of customer queries have been matched with intent, the system will select queries that can potentially improve the supervised models. These queries will be displayed in the intent training phrases list for admins to decide to add as training phrases or ignore. Admins can limit the number of added phrases and control how often suggestions are made. Once these parameters are set, admins can then enable automatic training and publishing to keep the model updated without manual effort. 

 

This article covers:

• How to enable auto-coach for intents
  • Intent group settings
• How to view AI-added training phrases

Prerequisites for enabling AI matches and suggestions, automated training and publishing for intents

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

How to enable AI matches and suggestions, automated training and publishing for intents

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. To the right of the intent group, click the ellipsis icon .
4. Click Settings.
5. Customize the intent group settings.

Intent group settings

• AI matches and suggestions: Click the AI matches and suggestions toggle to use generative AI to match intents if the intent model is unable to achieve a successful match. This also suggests training phrases from customer queries for intents. Once enabled, you can also enable the Automated model training setting.
  • Number of suggestions: Click the drop-down and select the number of suggestions you want per intent. You can select up to 10 suggestions per intent.
  • Suggestions frequency: Click the drop-down and select from the options how often the generative AI system provides new suggestions for the intent.
    Note: The system will identify suggested training phrases only when the number of customer queries reaches 150 or more.
• Automated model training: Click the Automated model training toggle to automatically add training phrase suggestions and train the model. Once enabled, you can also enable the Automated model publishing setting.
• Automated model publishing: Click the Automated model publishing toggle to automatically publish the model with added training phrase suggestions.
  Notes: 
  • This is recommended for small internal teams like ITSM and People Operations that don’t have dedicated bot managers.
  • Auto-suggestion, auto-train, and auto-publish will not work if there are 200 or more training phrases in a single intent, even if these features are enabled.

How to view AI-added training phrases

You can find AI-added training phrases in the intent training phrases list or in the AI added training phrases section within the Intent model analysis.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Intent Management.
3. To the right of the intent group, click the ellipsis icon .
4. Click Intent model analysis.
5. Click the AI added training phrases tab.