Configuring AI intent routing for engagements
Admins can enable AI-assisted intent-based routing to intelligently direct consumer engagements in voice and messaging flows. This feature detects consumer
intents in real time and routes calls to the most suitable agents based on predefined intent mappings and priorities.
AI intent routing consists of two main components:
- AI intent recognition in flow (required): Detects consumer intent in voice and messaging flow.
- Agent routing by intent (optional): Uses the detected intent to intelligently route to the best available agent.
These components can be used together for full end-to-end intelligent routing or separately if only intent recognition is needed in flow. Learn how to
optimize intents for AI intent routing.
Requirements for configuring AI intent routing for voice and messaging engagements
- Account owner or admin privilege; or relevant role/privilege
- Pro, Business, or Education account
- Zoom Contact Center Essentials, Premium, or Elite license
- AI intent routing add-on
Note: Each Zoom Contact Center seat license includes allocated intent lookups based on your plan; additional usage is billed on a pay-as-you-go basis.
| ZCC Bundle Tier | AI Intent Routing Limits per purchased seat / month |
|---|
| 1 Essentials Seat | 750 AI Intent lookups / Named seat / month
1200 AI Intent lookups (~1.5x) / Concurrent seat / month |
| 1 Premium Seat |
1250 AI Intent lookups / Named seat / month
1800 AI Intent lookups / Concurrent seat / month
|
|
1 Elite Seat
| 1750 AI Intent lookups / Named seat / month
2400 AI Intent lookups / Concurrent seat / month |
How AI intent routing works
The overall experience looks like this:
- Consumer calls in.
- Flow prompts: “How can I help you today?”
- Consumer responds.
- AI intent recognition matches the response to a predefined intent configured in the Collect Input widget.
- Flow exits through the branch mapped to that intent.
- Call is routed to a queue.
- (Optional) The queue uses an agent routing profile to assign the best agent based on intent.
Tip: The first detected intent is used and passed downstream as a parameter. Each
intent must have a corresponding exit branch in the flow.
(Required) How to configure AI intent recognition in the flow
Admins can configure flows to detect and act on consumer intents using flow widgets. This enables accurate routing to agents based on real-time input from the consumer.
Collect Input widget
This widget performs intent detection.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Flows.
- Select a flow you want to edit.
- In the flow editor, select the Collect Input widget to open its settings.
- For voice flow, under Voice input, enable Match intent and configure its related settings.
- For messaging flow, under Text input, enable Detect intent for text input and configure its related settings.
- 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 is used. That intent is then passed downstream as a parameter. Each intent you want to act on needs a corresponding exit branch on the
Collect Input widget. The system automatically maps exits to intents when configured correctly.
Route To widget
After the
Collect Input widget identifies the intent and the flow exits down the correct branch, the
Route To widget can be used to send the call to the appropriate
queue. The selected
queue should be the one configured with the relevant agent routing profile (if agent-level routing is being used).
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Flows.
- Select a flow you want to edit.
- In the flow editor, select the Route To widget to open its settings.
- In the Route To dropdown, select Queue.
- Select the queue that includes the relevant agent routing profile.
- (Optional) Click View Queue Details to confirm or modify queue settings.
- In the Agent Routing section, confirm that the correct agent routing profile and associated intents are selected.
- (Optional) To review or adjust mappings, click the name of the agent routing profile and edit the priorities or intent assignments.
Note: The actual intents such as the phrases, categories, and logic the AI uses to classify consumer input are managed in AI Studio then
Intent Management, not within the flow itself. Flows consume intents; they don't define them.
(Optional) How to configure agent routing by intent
Once an
intent is detected, you can route calls to the most suitable agent. This requires two setup steps:
Assign intents to agents
Individual agents can be tagged with one or more intents, indicating they are well-suited to handle those types of calls.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Users.
- Click the display name of the user you want to edit.
- In the Intents section, click Add intent.
- Select the checkbox next to the intent you want to assign.
- Click Save.
Create an agent routing profile
The
agent routing profile defines the logic for matching intents to agents. It is built around Intent Groups and supports priority ordering, so if your top-priority agents aren't available, the system can fall back to others.
Intent groups can be marked as Required, meaning a match on that group is mandatory for the agent to be selected.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Routing Profiles.
- Under the Agent tab, click Add Agent Profile.
- Enter a display name and description.
- Click Add.
- In the Agent Routing Profile settings, click Add Priority.
- In the Type dropdown, select Intent group.
- Select the relevant intent group from the list.
- (Optional) Click the Required toggle to specify if the intent group must be matched.
- Click Add.
How to apply the profile to a queue
The
agent routing profile is then attached to a specific
queue. When a call arrives at that
queue with an intent parameter, the profile's logic determines which available agent gets the call.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Queues.
- Click the display name of the voice queue you want to edit.
- Scroll down to the Inbound Settings section.
- Next to Agent Routing, click Add Agent Routing.
- Select the checkbox next to the agent routing profile you want to assign.
- Click Save.
Mapping checklist and best practices
- Ensure that each intent is correctly mapped to an exit in the flow.
- Verify that intents and skills are properly mapped within the agent routing profile.
- Make sure a fallback exit is configured in Collect Input widget so calls don't dead-end.
AI intent routing is built into Zoom Contact Center and does not require a Zoom Virtual Agent license. For more advanced conversational capabilities, Zoom Virtual Agent is recommended.
