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.

 

This article covers:

Prerequisites for configuring Information Retrieval

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 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 show the connector settings dialog. Enter the fields and parameters that will retrieve information from a third-party API using a GET request.
          • Authorization: Add the authorization string into the field. Currently, only bearer tokens are supported.
          • 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.
        • Display input parameters: Add a display name for input parameters.
        • Display output parameters: Add a display name for output parameters.