Using Zoom CX Insights
Zoom CX Insights is an AI-native insights experience that helps customer experience (CX) teams understand customer interactions, identify emerging issues, and track trends over time. It analyzes signals from your CX environment and summarizes them into actionable insights, enabling leaders to make data-driven decisions quickly.
CX Insights supports common leadership and operations needs including:
- Asking natural language questions about operational data.
- Identifying recurring or emerging customer issues and themes.
- Simulate scenarios to optimize and automate your contact center.
- Highlighting areas that may require deeper investigation.
Requirements for using Zoom CX Insights
To use CX Insights, ensure the following prerequisites are met:
Note: Availability of CX Insights features and data visibility depend on your account’s licensing, connected data sources, and role permissions.
How CX Insights works
CX Insights uses artificial intelligence to organize and interpret customer interaction data. It provides an insights-led experience by:
- Allowing users to ask natural language questions to generate reports and insights.
- Aggregating signals from customer engagements, including interaction content and operational context.
- Identifying and summarizing recurring themes or issues.
- Surfacing changes and trends over time to help teams spot emerging topics and areas of concern.
How to access CX Insights
- Sign in to the Zoom web portal.
- In the top-right corner, click your profile picture or initials, then click My account.
- In the side menu, click CX Insights.
If you don’t see CX Insights, verify that it is enabled for your account and CX Insights license is assigned to your account .
How to navigate the CX Insights home page
The CX Insights home page is the starting point for exploring what’s happening across your CX interactions. Depending on your configuration and permissions, it typically includes the following areas:
Entry point to explore insights
The home page provides a primary starting action to explore insights, commonly through a query or ask entry point and/or guided exploration links. This is where you begin investigating a theme or asking a question about what’s driving changes in your customer interactions.
Trending or emerging topics
CX Insights highlights themes that are increasing or changing over the selected time period if a quality management license is present. Topic cards or rows help you quickly answer:
- What’s showing up more frequently?
- What’s newly emerging?
- What’s declining?
Selecting a topic opens a deeper view where you can review transcript summaries, narrow the scope further, and ask natural language questions.
Recommendations or suggested focus areas
The home page may include AI-suggested areas to investigate, helping you prioritize attention. For example, identifying themes that may be impacting outcomes or operational load.
Organize conversations into projects
Users can group related prompts, reports, and analyses into structured folders, add project-level instructions, and share projects with teammates. Learn how to use Projects in Zoom CX Insights.
Use Memory to personalize your experience
CX Insights automatically remembers your preferences, tracked metrics, and recurring comparisons across sessions so you don't have to repeat them. Learn how to manage your saved memories.
How to access CX Insights settings
- Sign in to the Zoom web portal.
- In the top-right corner, click your profile picture or initials, then click My account.
- In the side menu, click CX Insights.
- At the bottom of the page, click Settings, then configure the following:
- Time zone: Select the timezone that matches your local area to ensure all data reports and timestamps are accurate.
- Collect queries for improvement: Click the toggle to choose whether your interactions are shared with Zoom.
How to use natural language queries
CX Insights allows leaders to turn customer interactions into actionable data using natural language queries, enabling real-time insights without deep data expertise.
What you can ask
You can ask questions about:
- Trending topics in customer conversations
- Drivers behind changes in outcomes
- Opportunities for improvement and suggestions
Effective prompt structure
A reliable prompt pattern is:
Time range + scope + question + desired breakdown/output
Examples:
- In the last 14 days, what topics are trending up in the Returns queue? Break down by week.
- In January, what are the main drivers of negative sentiment? Summarize top 5 drivers and suggested actions.
Tips for better results
- Be explicit about time: Use specific ranges or dates.
- Name the scope: Include queue, team, channel, or region.
- Ask for a format: Specify list top 5, group by week, or summarize in bullets.
- Use iterative follow-ups: Start broad, then drill down into specific topics.
- Ask the AI to state assumptions: Request clarification on scope or metric definitions.
- Ask for next steps: Request actionable recommendations.
Safety and privacy tips
- Avoid including sensitive personal data in prompts unless permitted by your organization.
- Treat AI-generated insights as guidance. Validate before using them for performance or policy decisions.
Subprocessors
Zoom CX Insights uses third-party AI models from providers such as OpenAI and Anthropic for certain features.
Zoom requires all subprocessors to meet obligations substantially equivalent to those in Zoom’s Data Processing Agreement. These subprocessors undergo annual security assessments as part of Zoom’s third-party risk management program.
Security controls are independently audited and included in Zoom’s certifications and attestations, which are available on
Zoom’s Trust Center.
Subprocessors may retain content used to provide the service for trust and safety purposes within the U.S. or EEA for up to 30 days, unless a longer retention period is required by law.