The Agentic AI Expert Assist in Zoom Contact Center allows admins to create and manage reusable content assets that guide agents during live interactions. These assets such as rich text, curated guides, and engagement notes help deliver consistent, context-aware assistance across customer engagements.
Requirements for creating Agentic AI Expert Assist assets
In the Content detail box, enter and format your text as needed.
To add additional language versions, click Add language.
In the Add language window, select one or more languages.
Select how you want to create the new version:
Auto translation: Translates the content of the existing default version automatically. Text formatting will be removed.
Manualentry: Lets you manually create from scratch.
Curated guide
Left panel
At the top-left, click on the pencil icon to edit the guide name.
Use the dropdown (currently English (US) as the default to start) to add language versions
In the left panel under Steps, drag Instructions onto the canvas and drop it in the center workspace.
Inside the step card
Name the step
Select either Add manually or Add from assets.
If adding manually, under What should the agent say or ask?, type your script or instruction to human agent. For example, "Hi! How can I help you today?".
If adding from assets, select from the asset collection or add a new asset.
(Optional) Click Select action to add an action to execute when an agent gets to a specific step.
Select an action if needed. The action can be either to run a tool or open a URL.
Add more steps
Drag additional Instructions steps from the left panel.
Repeat configuration for each step (questions, responses, etc.)
Create branching (optional)
Drag Path split onto the canvas and connect it to a previous step.
Define conditions (for example, user response = Yes or No).
Create different paths based on user choices.
Connect steps
Use the connector dots between steps.
Drag from one step to the next to define the flow sequence.
Top right
Click Preview and test the conversation as a user.
Click Save once you're satisfied.
Engagement notes
The blue info banner explains that you can use the AI markdown icon to let AI generate sections. AI will pull from the conversation between the customer and agent.
In the Content detail editor, type your notes directly.
Click the AI markdown icon in the toolbar.
Highlight or insert a section where you want AI to generate content. Text formatted as AI markdown will be highlighted.
To add translations, click Add language.
In the Add language window, select one or more languages.
Select how you want to provide translations:
Auto translation: Translates the content automatically. Text formatting will be removed.
Manual entry: Lets you manually enter translations for each selected language.
and select AI Expert Assist Agentic.
to edit the guide name.
to let AI generate sections. AI will pull from the conversation between the customer and agent.