Using Contact Center Smart Compose with Zoom AI

Some agents may find it challenging to come up with well-worded, on-brand responses when talking to customers. Zoom Contact Center's Smart Compose feature simplifies this by helping agents quickly generate professional and properly formatted messages. Agents give a prompt, and the AI suggests a response, which can be adjusted to fit their needs. This not only improves efficiency but also enhances the overall customer communication experience.

Learn more about enabling Contact Center Smart Compose 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 Contact Center Smart Compose with Zoom AI

• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• Generate smart responses 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 Contact Center Smart Compose with Zoom AI

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

How to use Contact Center Smart Compose 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. While in an active messaging or email engagement, click the Zoom AI icon  in the message box, or at the bottom of the app window.
   A window will open to generate a message.
4. Provide a draft of what your response would look like, or enter a command in the Tell Zoom AI to... box. This can be up to 1000 characters.
5. Click Generate.
   Your generated response will appear.
6. (Optional) If the generated response is not entirely satisfactory, click Try another to have a new response generated.
7. (Optional) You can reconfigure the response with the Make Longer, Make Shorter, or Change Tone to... options. Select one of these options, and click Generate for a new response. Add or adjust your drafted response to better guide and influence the rephrased response.
8. When you are satisfied with the generated response, click Insert.
9. Press Enter or click the send icon .