Using Contact Center Smart Compose with AI Companion

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 AI Companion, other Zoom AI Companion features, and how Zoom AI Companion features handle your data.

Requirements for using Contact Center Smart Compose with AI Companion

• Zoom desktop app for Windows or macOS, version 5.17.0 or higher
• Zoom Web App
• Relevant engagement feature privilege enabled by your admin
• Zoom Contact Center license

Limitations of Contact Center Smart Compose with AI Companion

• Contact Center Smart Compose with AI Companion may not be available for all regions or industry verticals.

How to use Contact Center Smart Compose with AI Companion

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. While in an active messaging engagement, click the AI Companion 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 AI Companion 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 .