Testing a voice or chat agent in Zoom Virtual Agent

Testing a voice agent or chat agent in Zoom Virtual Agent allows you to validate its performance, conversational accuracy, and settings before deployment. The built-in testing panel simulates real user interactions, helping you assess the agent’s ability to understand speech, follow guidance, and deliver relevant responses. During testing, you can also evaluate the voice actor, transcription accuracy, and how well the agent responds to various queries and tasks.

Notes:

Testing helps identify areas for improvement in agent responses, voice configuration, or conversation flow.
You can repeat tests as needed after making updates to the agent’s skills, knowledge sources, or voice settings.
Testing your voice or chat agent thoroughly ensures a smoother experience for users once it goes live in your contact center environment.

Requirements for testing a voice or chat agent in Zoom Virtual Agent

Account owner or admin privileges; or relevant role/privilege
Basic, Pro, Business, Education, or Enterprise account
Zoom Virtual Agent and Zoom Contact Center licenses

How to test a voice agent or chat agent

Sign in to the Zoom web portal.
In the navigation menu, click AI Studio then Virtual Agents.
In the Agents tab, click the display name of the voice agent or chat agent you want to test.
In the Preview panel:
- Select a default language for the test session.
- Click Begin Test.
Start the conversation by interacting naturally. You can:
- Ask the agent questions and respond to prompts.
- Simulate typical customer scenarios.
- For voice agents, speak naturally to evaluate speech handling.
- For chat agents, type as a user would in a live chat.
A live transcription (for voice) or real-time chat log (for chat) will appear in the testing panel. For voice agents, use this to assess the accuracy of the Automatic Speech Recognition (ASR) engine.
Once you're done testing, click End Test.