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

This article covers:

Prerequisites for adding Next Best Actions in Zoom Contact Center

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 Management then AI Expert Assist.
  3. Select the Next best actions tab, then click Conditions.
  4. Click the Add condition button and provide the following:
  5. Click Save and continue.
  6. Set up the conditions that will trigger the action to appear for an agent during an engagement:
  7. Click Save and continue.
  8. Select an action that you want to display to an agent during engagements.
  9. Click Save and continue.
  10. Set up the following additional settings for this best action:
  11. Click Save and continue.
  12. 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 Management then AI Expert Assist.
  3. Select the Next best actions tab, then click Recommended actions.
  4. Click the Add action button and provide the following:
  5. 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 Management then AI Expert Assist.
  3. Click the Next best actions tab.
  4. Click Conditions or Recommended actions.
  5. 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:

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 Management then AI Expert Assist.
  3. Click the Next best actions tab.
  4. Click Conditions.
  5. 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: