Enabling intent-based routing for voice engagements

Admins can enable AI-assisted intent-based routing to intelligently direct customer engagements in voice flows. This feature detects customer intents in real time and routes calls to the most suitable agents based on predefined intent mappings and priorities. By creating and assigning intents, configuring agent routing profiles, and optimizing how intents are used, admins can ensure better alignment between agents and customers. Optimizing intents for AI intent routing not only improves accuracy in call handling but also enhances the overall customer experience and reduces resolution time.

Notes: AI-assisted intent-based routing must be enabled by Zoom before it can be used. When this feature is enabled by Zoom, in the Zoom Contact Center Preferences under Consumer Experience settings, the Intent Handling in Flow option needs to be toggled on. Intents are configured under the Intent Manager. Zoom Virtual Agent license is not required for AI-assisted intent-based routing.

Requirements for enabling intent-based routing for voice engagements

Table of Contents

How to assign intents to agents

Admins can assign specific intents to an agent, allowing the system to route incoming engagements to the appropriate agent when a matching intent is detected.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Users.
  3. Click the display name of the user you want to edit.
  4. In the Intents section, click Add intent.
  5. Select the checkbox next to the intent you want to assign.
  6. Click Save.

How to define priorities for the intents

Admins can set priorities for selected intents when building an agent routing profile. This ensures the system matches agents based on their assigned intents.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Routing Profiles.
  3. Under the Agent tab, click Add Agent Profile.
  4. Enter a display name and description.
  5. Click Add.
  6. In the Agent Routing Profile settings, click Add Priority.
  7. In the Type dropdown, select Intent group.
  8. Select the relevant intent group from the list.
  9. (Optional) Click the Required toggle to specify if the intent group must be matched.
  10. Click Add.

How to enable intent-based routing to a queue

Admins can apply AI-assisted routing to specific queues using the previously configured agent routing profiles.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click the display name of the voice queue you want to edit.
  4. Scroll down to the Inbound Settings section.
  5. Next to Agent Routing, click Add Agent Routing.
  6. Select the checkbox next to the agent routing profile you want to assign.
  7. Click Save.

How to match intents in flows

Admins can configure flows to detect and act on customer intents using flow widgets. This ensures accurate routing to agents based on real-time input from the customer.

Collect Input widget

The Collect Input widget allows you to gather user input during a voice interaction and match it to a predefined intent. This is useful for directing engagements to the most appropriate agent based on detected customer intent. To configure intent matching using theCollect Input widget:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Select a flow you want to edit.
  4. In the flow editor, select the Collect Input widget to open its settings.
  5. Under Voice input, enable Match intent and configure its related settings.
  6. Click the Exits tab, then Add Exit.
    You will notice the Map exit to intent toggle is automatically enabled. This means the system will map the exit based on the detected intent.

Note: Only the first detected intent will be used. This intent is passed as a parameter to the agent routing profile, which then selects the most suitable agent based on the routing logic and intent-agent mappings.

Route to widget

After detecting the intent, the Route To widget helps direct the engagement to the appropriate queue configured with intent-based agent routing.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Select a flow you want to edit.
  4. In the flow editor, select the Route To widget to open its settings.
  5. In the Route To dropdown, select Queue.
  6. Select the queue that includes the relevant agent routing profile.
  7. (Optional) Click View Queue Details to confirm or modify queue settings.
  8. In the Agent Routing section, confirm that the correct agent routing profile and associated intents are selected.
  9. (Optional) To review or adjust mappings, click the name of the agent routing profile and edit the priorities or intent assignments.

Mapping checklist and best practices