Setting up Next Best Action agent guide

Admins can create and manage agent guides, which provide agents step-by-step instruction to help solve issues during customer interactions. Guides can be customized and linked as a recommended action to Next Best Action instances. Agents will see relevant scripts automatically based on the customer's query or issue, ensuring accurate and consistent responses. They can also search for scripts manually.

Requirements for setting up Next Best Action agent guide

• Zoom Contact Center license
• Elite license, or Basic/Essential license with AI Expert Assist add-on
• AI Expert Assist instance created for the queue by your admin

How to add Next Best Action agent guide

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then AI Expert Assist.
3. Next to AI Expert Assist, click the down arrow  and select AI Expert Assist Classic.
4. Select the Next best actions tab, then click Recommended actions.
5. Click the Add action button and provide the following:
   • In the Action type drop-down, select Guide.
   • Enter a display name for your action.
   • (Optional) Add a description of your action.
6. Click Add.
   A new tab will open where you can define the specific steps or instructions that agents should follow within this guide.

How to use the Next Best Action agent guide builder

Controls on the top-left section

Pencil icon: Click the pencil icon to rename the guide.

Controls on the top-right section

Save: Click the Save button to save the guide.

Preview: Click the Preview button to preview the guide.

Controls on the left panel

Custom: This widget allows you to enter detailed text instructions that can be formatted to enhance readability. Additionally, you can incorporate variables within the text to personalize the message for the end user.

Split: This widget allows you to add a step that divides into up to four different paths based on the agent’s selection. These options appear as radio buttons to the agent. Any split step in the guide will display an icon to indicate its presence.

Recommended action: This widget allows you to add pre-existing actions from your collection to the workflow as a step. When you select the Recommended action widget, you will be presented with a list of available actions that you can add into your workflow.

How to set up Next Best Action agent guide

1. Click, drag, then drop a widget from the left-side widget panel to the canvas. You have the option to choose between the Step and Action Library widget.
   • If you select the Custom widget, enter a text instruction into the widget. Use various formatting options, such as bold, italics, bullet points, etc., to enhance the presentation. Additionally, you can add variables to the text to personalize it for the specific user or scenario.
   • If you select the Split widget, choose the type of split and define the instruction that the agent will see. The split will present up to four radio button options, and the agent must select one before moving on to the next step.
   • If you select the Recommended action widget, select from a list of existing actions.
2. Add more steps by dragging and dropping additional widgets onto the canvas.
3. (Optional) Click the Preview button to review the steps you have added before saving.
4. Once you are satisfied with the setup, click Save.

This article applies to the Classic AI Expert Assist. If you are using the Agentic AI Expert Assist (AIEA) version, refer to its corresponding documentation for setup and configuration guidance.