Adding Next Best Actions in Zoom Contact Center

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 can configure rules that trigger specific actions based on identified intents, events, sentiments, and variables.

Requirements for adding Next Best Actions in Zoom Contact Center

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Elite license, or Basic/Essential license with AI Expert Assist add-on
• Next best actions enabled

How to add Next Best Actions

Next best actions are made of conditions and the recommended actions. Conditions determine which recommended action to display to the agent based on certain triggers, such as a specific intent or variable detected from the consumer. Recommended actions can be from a single recommendation to a series of steps the agents should follow.

Add conditions

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Select the Next best actions tab, then click Conditions.
5. Click the Add condition button and provide the following:
   • Enter a display name for your condition.
   • (Optional) Add a description of your condition.
6. Click Save and continue.
7. Set up the conditions that will trigger the action to appear for an agent during an engagement:
   • Intent: Select an intent group and an intent from the selected intent group, then set the confidence level for the intent.
   • Variable: Select a global variable and operator, then enter a value.
   • Event: Specify the events that will trigger the action, such as when an agent accepts or completes the engagement.
   • Sentiment: Trigger the action based on the sentiment score (positive, negative, neutral).
8. Click Save and continue.
9. Select an action that you want to display to an agent during engagements.
   • Click Add action to create a new action or select an action from your existing action library.
10. Click Save and continue.
11. Set up the following additional settings for this best action:
    • Expiration: Define how long this action will be available. Choose no expiration, set an end date, or provide a date range.
    • Display limit: Set a maximum number of times the best action will be displayed to the agent during an engagement.
12. Click Save and continue.
13. Review the settings, then click Finish and set active.
    If you choose to skip any steps, click Save, and edit the next best action later.

Add recommended actions

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Select the Next best actions tab, then click Recommended actions.
5. Click the Add action button and provide the following:
   • Action type: Select the type of action you want to create.
     • Recommendation: Select this option to create a single recommendation for agents. In the message box, enter specific instructions or a message to guide the agent in handling a particular situation. You can also incorporate variables to personalize the message based on real-time data. For example, use [customer_name] to automatically insert the customer's name.
     • Guide: Select this option to provide a sequence of steps or instructions that agents should follow for a specific workflow. This is especially useful for complex processes that require detailed, step-by-step guidance to ensure accuracy and consistency in execution.
   • Enter a display name for your action.
   • (Optional) Add a description of your action.
6. Click Add.

How to duplicate or delete Next Best Actions

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Click the Next best actions tab.
5. Click Conditions or Recommended actions.
6. To the right of the condition or recommended action you want to duplicate or delete, click the ellipsis icon then select one of the following options:
   • Duplicate: Make a copy of the selected condition or recommended action.
   • Delete: Remove the selected condition or recommended action.

Note: You can also duplicate or delete multiple entries by selecting the checkbox next to the condition or recommended action name.

How to set Next Best Actions to active or inactive

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Click the Next best actions tab.
5. Click Conditions.
6. To the right of the condition you want to set to active or inactive, click the ellipsis icon then select one of the following options:
   • Set active: Set the selected condition to an active status, enabling it to be recommended to users.
   • Set inactive: Set the selected condition to an inactive status, preventing it from being recommended to users.

This article applies to the Classic AI Expert Assist. If you are using the Agentic AI Expert Assist (AIEA) version, refer to its corresponding documentation for setup and configuration guidance.