Enabling Engagement Summary with AI Companion

The Engagement Summary with AI Companion feature automates transfer summaries, allowing agents to focus more on customer interactions. With this feature, agents can view summarized customer interactions before accepting engagements, aiding in quick understanding and reducing time spent documenting customer interactions. This article guides admins through enabling the Engagement Summary with AI Companion feature. 

Learn more about using Engagement Summary with AI Companion and how Zoom AI Companion features handle your data.

This article covers:

Prerequisites for enabling Engagement Summary with AI Companion

Note on Data Usage

Zoom does not use any customer audio, video, chat, screen sharing, attachments or other communications-like content (such as poll results, whiteboard and reactions) to train Zoom’s or its third-party AI models.

We evaluate and update our models periodically, and those used to support Zoom AI Companion may change from time to time. For features in AI Companion that use third-party AI model providers, we will share relevant data with those third parties when you use the feature, which data may be processed within U.S.-based data centers.

Learn more about how Zoom uses data to provide Zoom AI Companion features.

Limitations of Engagement Summary with AI Companion

How to enable or disable Engagement Summary with AI Companion

Account

To enable or disable Engagement Summary with AI Companion for all users in the account:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. Under General Settings, scroll down to AI Companion section.
  4. Click the Summarize engagement conversations toggle to enable or disable it.
  5. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.