Generating an Engagement Summary with Zoom AI

The Engagement Summary with Zoom AI feature provides a summarized overview of conversations for agents, aiding in quick understanding and reference during engagements. This summary includes keywords for efficient navigation to specific conversation points. This feature simplifies agent transitions by automatically giving brief summaries, saving time on documentation and letting agents focus on customer interaction across all service levels without additional setup.

Learn more about enabling Engagement Summary and how Zoom AI features handle your data.

For language availability, review the supported languages for Zoom AI features.

Requirements for generating engagement summaries in Zoom Contact Center

• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• Summarize engagement conversations enabled
• Zoom Contact Center license

Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.

Limitations for generating engagement summaries in Zoom Contact Center

Zoom AI may not be available for select verticals and select regional customers.

How to generate an Engagement Summary with Zoom AI

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. Make or answer a voice engagement.
4. Transfer a voice engagement.
5. Under Conversation Summary, click Generate.
   The summary can only be generated every 15 seconds.
6. Click Transfer.
7. After the other agent accepts the transfer, click Complete Transfer.

How to view an Engagement Summary with Zoom AI

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. When an incoming transferred call is received, a call notification will appear to help you identify the caller.
   In the ringing dialog box, you will see a Transfer Note. By default, this summary is the shorter version.
4. To view more detailed information, in the right-side panel, click the Engagement tab.
   Under Conversion Summary, you will find the shorter version of the engagement summary.
5. Click Get long summary to view a more comprehensive version of the summary.