Enabling Sentiment Analysis with AI Companion

Account owners and admins can enable Sentiment Analysis with AI Companion, 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 both voice and messaging channels.

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

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

Requirements for enabling Sentiment Analysis with AI Companion

• Account owner or admin privileges
• Zoom Contact Center license

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

How to enable or disable Sentiment Analysis with AI Companion

Account

To enable or disable Sentiment Analysis for all users on 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 Analyze consumer sentiment 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.