Enabling Sentiment Analysis with Zoom AI

Account owners and admins can enable Sentiment Analysis with Zoom AI, which uses AI to analyze customer engagement sentiment in real time based on the transcript of the agent's interaction with the consumer. This feature allows agents to view the current sentiment to aid in effectively de-escalating situations with consumers. This feature is supported on voice, messaging, and email channels.

Learn more about using Sentiment Analysis and how Zoom AI features handle your data.

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

Requirements for enabling Sentiment Analysis with Zoom AI

• Account owner or admin privileges
• Zoom Contact Center license

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

How to enable or disable Sentiment Analysis with Zoom AI

Account

To enable or disable Sentiment Analysis for all users on the account:

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Contact Center.
4. Click Preferences.
5. Under General Settings, scroll down to Zoom AI section.
6. Click the Analyze consumer sentiment toggle to enable or disable it.
7. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.