Configuring Information Retrieval

Admins can create an Information Retrieval instance and link it to multiple AI Expert Assist instances. This allows agents to access information from third-party systems at the appropriate time, depending on the customer's intent. Admins can define the intent, API connectors, and display parameters once, which minimizes the need for repetitive setup when configuring AI Expert Assist instances that use the same knowledge sources.

Requirements for configuring Information Retrieval

• 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
• Info retrieval feature enabled

Important: These settings require knowledge of APIs. Zoom does not provide support for how to use third-party APIs with this feature. Contact the vendor of the third-party API if you need help using their APIs.

How to configure Info Retrieval

Here are the steps to create and associate an Info retrieval functionality to an AI Expert Assist instance.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then AI Expert Assist.
3. In the Info retrieval tab, click Add info retrieval group.
4. Enter the Name and Description (optional).
5. Select the intent group that you want to trigger an information retrieval action.
6. Click Add.
   You will be directed to the page where you can edit the information retrieval settings.

How to change Info Retrieval settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then AI Expert Assist.
3. Click the Info retrieval tab.
4. Click the info retrieval instance name you want to edit.
5. Change the following settings:
   • Overview
     • Intent group: Select the intent group.
     • Intent Threshold: Adjust the threshold level to control the confidence level for matching intents.
   • Info retrievals
     • Click Add info retrieval and provide the following details:
       • Name: Enter a display name to help identify the info retrieval.
       • Description (Optional): Enter a description for the info retrieval.
       • Intents: Select one or more intents to add to the info retrieval.
       • APIs: Click Add API to open the connector settings dialog, where you'll configure the API connection.
         • Name: Enter a display name for the API.
         • URL: Provide the full endpoint URL for the third-party API from which you want to retrieve information using a GET request.
         • Authorization: Add the authorization string into the field. Currently, only bearer tokens are supported.
         • Click the Parameters tab and provide the following:
           • API input parameter: Enter the name of the input field that the agent will see, and select which AI input parameter this field will be associated with.
           • API output parameter: Enter how the data returned from the API call will be labeled, and select which output parameter of the api this data will be associated with.
         • Click the Custom headers tab and then Add custom header.
           • Name: Enter a display name for the custom header.
           • Value: Enter the value for the custom header.
       • Display input parameters: Click Add input parameter, then enter a display name, select an entity, and choose an API.
       • Display output parameters: Click Add output parameter, then enter a display name, and choose an API.