Enabling or disabling Next Best Actions


The Next Best Actions feature provides agents with personalized, real-time recommendations during customer interactions. This feature addresses common challenges faced by new agents, such as uncertainty and lack of experience, which can lead to low customer satisfaction. By offering targeted recommendations during customer interactions across voice and messaging channels, the Next Best Actions feature enhances business outcomes and elevates the quality of customer service. 

Admins have the flexibility to enable or disable this feature based on the needs of the business. When enabled, admins can add Next Best Actions to ensure that agents receive the most relevant and effective recommendations during their interactions.

Prerequisites for enabling or disabling Next Best Actions

How to enable or disable Next Best Actions

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then AI Expert Assist.
  3. Click the Preferences tab.
  4. Click the Next best actions toggle.
  5. If a verification dialog appears, click Turn on or Turn off to verify the change.
  6. (Optional) To prevent all users in your account from changing these settings, click the lock icon , and then click Lock to confirm the setting.