Using Sentiment Analysis with Zoom AI

The Sentiment Analysis with Zoom AI feature uses AI to analyze customer engagement sentiment in real time based on the transcript of the agent’s interaction with the consumer, allowing agents to see whether the customer's current sentiment rating is positive, neutral, or negative. This feature, supported on both voice and messaging channels, enables agents to adjust their conversation style in response to the current sentiment rating to enhance the overall customer experience. Sentiment Analysis also helps identify best practices for engaging with consumers, as well as coaching opportunities for agents. 

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

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

Requirements for using Sentiment Analysis with Zoom AI

• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• Analyze customer sentiment 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 using Sentiment Analysis with Zoom AI

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

How to use Sentiment Analysis with Zoom AI

During an engagement, agents can view changes in the sentiment rating and, if necessary, notify their supervisors. Here's a step-by-step guide on how to monitor customer sentiment during engagements.

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. Start an engagement:
   • Voice engagement: Accept an inbound call or make an outbound call.
   • Messaging engagement: Receive a messaging engagement.
   • Email engagement: Receive an email engagement.
4. During the engagement, observe the real-time customer sentiment rating displayed beside the duration of the engagement at the top of the screen. The sentiment rating can be positive, neutral, or negative. Use the rating to adjust your conversation style according to the current sentiment.