Adding 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 can configure rules that trigger specific actions based on identified intents and variables

 

This article covers:

Prerequisites for adding Next Best Actions

How to add 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 Next best actions tab.
  4. Click Add next best action.
  5. Enter a name for your next best action.
  6. (Optional) Enter a description of your next best action.
  7. Click Save and continue.
  8. Define the conditions to trigger the action to be displayed to an agent during an engagement. This can be a combination of one intent and up to 3 global variables or either only one intent or only global variables.
    • I want to add an intent: Select an intent group and an intent from the selected intent group, then set the confidence level for the intent.
    • I want to add a variable: Select a global variable and operator, then enter a value.
      Note: Click I want to do this later to skip this step.
  9. Click Save and continue.
  10. 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.
      Note: Click I want to do this later to skip this step.
  11. Click Save and continue.
  12. Configure additional settings for this best action.
    • Does this best action expire?: Specify how long this best action will be available to display to an agent.
    • Display limit: Set a maximum number of times the best action will be displayed to the agent during an engagement.
  13. Click Save and continue.
  14. Review the settings, then click Finish and set active.
    If you choose to skip the steps 8 and 9, click Save, and then edit the next best action later.

How to duplicate or delete 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 Next best actions tab.
  4. To the right of the next best 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 next best action.
    • Delete: Remove the selected next best action.

Note: You can also duplicate or delete multiple entries by selecting the checkbox next to the next best 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 Management then AI Expert Assist.
  3. Click the Next best actions tab.
  4. To the right of the next best action you want to set to active or inactive, click the ellipsis icon then select one of the following options:
    • Set active: Set the selected next best action to an active status, enabling it to be recommended to users.
    • Set inactive: Set the selected next best action to an inactive status, preventing it from being recommended to users.

How to add a new action

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then AI Expert Assist.
  3. Click the Next best actions tab.
  4. Click the Action library tab.
  5. Click Add action.
  6. In the Add action window, specify the following:
    • Select an action type.
    • Enter a name for your action.
    • (Optional) Enter a description of your action.
  7. Click Add.