, and then click Lock to confirm the setting.Agents have the capability to view the current sentiment of an engagement, which aids in effectively de-escalating situations with consumers. This feature is supported on both voice and messaging channels. This article guides admins through enabling the Sentiment Analysis with AI Companion feature.
Learn more about using Sentiment Analysis and how Zoom AI Companion features handle your data.
This article covers:
Engagement sentiment analysis is based on the transcript of the agent’s interaction with the consumer, including talk-time ratio, response time lag, and frequency of speaker changes, which are used to estimate how engaged a customer or prospect is throughout the entirety of the conversation.
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 may be processed within U.S.-based data centers.
Learn more about how Zoom uses data to provide Zoom AI Companion features.
To enable or disable Sentiment Analysis for all users on the account:
, and then click Lock to confirm the setting.