Configuring Zoom Contact Center Agentic AI Expert Assist

Agentic AI Expert Assist allows admins to use a prompt-driven builder, connect multiple knowledge bases, and configure AI skills for agents or to automate tasks. This version expands upon the Classic AI Expert Assist by introducing a step-by-step guided setup flow along with enhanced tools that simplify setup, version control, and system integration.

Key capabilities include:

Prompt-driven agent builder: A guided, generative tool that helps admins quickly define goals and business rules, connect knowledge sources, enable built-in skills, and create custom skills.
Configuration version control: Automatically saves configurations with Draft, Published, and Archived statuses, allowing admins to track, compare, and restore previous versions.
Admin simulator: Enables admins to test and preview how the AI Expert Assist agent will make recommendations using the current configuration before publishing it to production.

Requirements for configuring Agentic AI Expert Assist

Account owner or admin privileges
Zoom Contact Center Elite license

How to configure Agentic AI Expert Assist
How to assign AI agents to Zoom Contact Center queues
How to enable AI-generated answers in knowledge base retrieval
Agentic AI Expert Assist agent experience

How to configure Agentic AI Expert Assist

Sign in to the Zoom web portal as an admin or a role with permission to edit AI Studio and AI Expert Assist settings.
In the navigation menu, click AI Studio then AI Expert Assist.
Next to AI Expert Assist, click the down arrow and select AI Expert Assist Agentic.
Under AI Agents, click Add AI Agent.
Provide the following details:
- Name: Enter a unique name for the AI agent.
- Description (Optional): Add a short description of the agent’s purpose.
Configure the agent guidance, knowledge base, and skills settings as needed.
Click Save.
This option only displays when editing a bot flow in Draft status.
To publish, open the AI agent and click the Publish button at the top right.
You will see the AI agent status in the last column (Draft, Published).

Create agent guidance

Agent guidance allows admins to define general rules that the AI Expert Assist agent follows when making suggestions to human agents, regardless of the engagement topic.

Edit text directly or click Insert to add variables or address book custom fields.
Use the / key for quick insertion.
Select Compose with AI Assistant to generate guidance automatically by specifying the agent’s role, tasks, and instructions.

Add knowledge base sources

Connect the AI Expert Assist agent to your knowledge base repository:

Existing source: Select existing knowledge sources by checking the boxes.
Sync website URL: Enter a source name and corresponding URL.
Upload a file: Add PDFs or DOCX files by entering a source name and uploading the document.
Add integration: Integrate external knowledge bases through available connectors.
Create a new article: Define a source name, article name, and enter the article content.

Add a knowledge base segment

A knowledge base segment helps customize which information or articles the AI uses based on variables such as language, region, or user type. You can add a knowledge base segment after creating an AI agent.

Click the AI Agent you recently created.
In the Knowledge Base section, click the ellipsis icon next to the knowledge base.
Select Add segment, then configure the following settings:
- In the Name field, enter a display name for your segment.
- Click the Variable dropdown and select the variable that will determine when this segment applies.
- In the Condition dropdown, select how the variable should be evaluated.
- Once a variable is selected, the Value field becomes active.
- Enter the specific value that triggers this segment. For example, if the variable is language, the value might be English.
- Under Knowledge categories (Optional), select one or more categories that this segment should use. This limits the knowledge base responses to those categories when the condition is met.
- Under Knowledge tags (Optional), select tags that further refine which articles or entries are included in this segment.
Click Add.

Example: If you want your AI agent to only use articles tagged Billing when the user’s region is APAC:

Variable: Region
Condition: Equals
Value: APAC
Knowledge categories: Billing
Knowledge tags: Invoices, Payments

Add skills

Note: You can also enable or disable the built-in skills in the Skills preferences tab within the Agentic AI Expert Assist page. Changes made to built-in skills in the Skills preference tab may apply across all AI Expert Assist Agents in your configuration.

Built-in skills for human agents

Ask Expert Assist: Enable to allow agents to query AI Expert Assist using connected knowledge sources during engagements.
Engagement handover preparation: Enable to prepare the next agent with an admin-customized structured AI generated summary of prior conversation. You can use a default or custom template. If the admin enables Agent Checklist skill, you can enable AI Expert Assist to automatically check completed items off the new checklist based on the prior conversation before handover to avoid redundant discussion after handover.
Live AI interpreter: Enable near-real time speech-to-speech translation during voice and video calls.
Note: This is a capability also available for Classic AI Expert Assist.
Real-time text translation: Real-time text translation enables agents to automatically translate all inbound messages to their preferred supported language and translate all outbound messages to consumer's preferred supported language, thereby enabling ongoing translation assistance for agents/supervisors.
Note: This is a capability also available for Classic AI Expert Assist.
Recommended dispositions: Enable to automatically suggest a disposition based on engagement context; agents can review or edit before saving.
Note: This is a capability also available for Classic AI Expert Assist.
Smart notes:
- Enable automatic generation of summarized notes after engagements.
- Click Edit next to Customizations to configure format, custom templates, tone, note length, next steps, and sentiment details.
Smart response assistant: Enable AI-generated, context-aware responses for messaging channel. Set the default tone for replies.

Built-in skills for supervisors

Top Engagement Escalation: Enable to automatically flag and escalate engagements that require a supervisor's attention.
- Monitored agent list:
  - Click Add Agents, then select specific agents to monitor.
  - Search by queue, name, or access privileges.
  - When selected agents meet defined conditions, their engagements appear in the supervisor dashboard (i.e., Open engagement list).
- Variables and custom fields (optional):
  - Click Add conditions to create some conditions and complete the following:
    - In the Select a variable field dropdown field, select variables or address book custom fields.
    - Select an operator (for example, equals, contains, greater than).
    - Enter the value that the system should evaluate against.
    - (Optional) Click Add a variable or field to include additional conditions.
  - For example, escalate engagements where Customer Priority equals High.
- Engagement duration (optional):
  - Set maximum duration thresholds by channel (messaging, video, or voice).
  - Define time units in seconds, minutes, hours, or days.
- Tough topics (optional):
  - Click Add Tough Topics to specify up to 20 monitored subjects.
  - Topics can be entered manually or selected from existing intents.
  - Example: defining ticket cancellation as a tough topic triggers escalation when detected.
  Note: This is a capability also available for Classic AI Expert Assist.

Custom skills

Admins can create custom skills to meet specific operational needs by defining triggers, actions, and conditions aligned with business workflows.

In the Name field, enter your skill name.
When to trigger:
Option A: Event-Based Trigger
- Click When selected event is triggered and select an event from the dropdown.
- Example: When a human agent accepts the engagement.
Option B: Description-Based Trigger
- Click When it matches this description and enter keywords, phrases, or conditions.
- Example: privacy notice, California law, data rights
What actions the AI Agent should perform:
Option A: Present an admin defined suggestion
- Select Present a curated guide or rich text asset to human agents then select an existing asset or create a new asset.
- Add or modify the content to be shown.
Option B: Describe What the AI Should Do
- Select Describe what the AI should do and enter clear instructions. Use the / key to insert variables, tools, assets, or address book custom field.
Click Save to apply the changes.

Note: When selecting Describe what the AI should do and writing custom skill instructions, it's recommended to keep each skill focused on solving a specific issue.

How to assign AI agents to Zoom Contact Center queues

Sign in to the Zoom web portal as an admin or a role with permission to edit AI Expert Assist.
In the navigation menu, click AI Studio then AI Expert Assist.
Next to AI Expert Assist, click the down arrow and select AI Expert Assist Agentic.
Select an AI agent.
Under the Queues section, click Add to queues.
Select the checkboxes next to the queues you want to assign the AI agent to.
Click Save.

How to enable AI-generated answers in knowledge base retrieval

Sign in to the Zoom web portal as an admin or a role with permission to edit account settings.
In the navigation menu, click AI Studio then AI Expert Assist.
Next to AI Expert Assist, click the down arrow and select AI Expert Assist Agentic.
Click the Settings tab.
Under Knowledge base retrieval, enable the AI-generated answers toggle.
This option allows the AI to generate responses using multiple knowledge base sources.

Agentic AI Expert Assist agent experience

Refer to the agent-facing Agentic AI Expert Assist support article for more information.

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