Using Zoom Contact Center Agentic AI Expert Assist
The Agentic AI Expert Assist enhances agent productivity and customer experience through orchestrated guidance, automated task completion, and intelligent response generation, all while keeping agents in control.
The Agentic AI Expert Assist builds upon the classic version with new features for agents, streamlining performance across engagements. Key features include:
- Orchestrated real-time suggestion
Guides agents with a unified sequence of recommended actions and reasoning steps, helping them handle complex scenarios efficiently. - Automatic tool execution
Executes real-time actions in third-party systems through AI Expert Assist. Agents maintain control and, when configured, each action requires human approval or initiation before execution. - Smart response assistant
Generates context-aware replies based on the full engagement history. Agents can accept, edit, regenerate (up to three times), or adjust tone and length. - AI-powered checklists
Supports up to five customizable checklists per Expert Assist agent. The AI automatically detects completed steps during live conversations and alerts agents when mandatory items are missed. - Ask AI Expert Assist
Lets agents query connected knowledge bases, receive summarized answers with top sources, and ask follow-up questions directly within their workspace. - Engagement handover preparation
Prepares the next agent with an AI-generated, admin-customized summary of prior interactions, ensuring context is preserved and repeated steps are avoided.
Requirements for using Agentic AI Expert Assist
How to use Ask AI Expert Assist
This feature provides the ability for the human agent to retrieve information from connected sources on demand during an active voice, video, or messaging engagement.
- Sign in to the Zoom Workplace desktop app.
- Click the Contact Center tab.
- During an active engagement, in the right panel, click the AI Expert Assist icon
. - At the top, click Ask Expert Assist.
- In the chat box, type your inquiry.
AI Expert Assist will return an answer derived from the connected knowledge base, including citations to relevant sources. - (Optional) Click a citation to view the original article.
- Continue asking follow-up questions as needed.
AI Expert Assist will analyze each new query while maintaining the full context of the ongoing conversation.
How to use tool execution
This feature allows admins to add tools inside AI Expert Assist skills and decide how they run during live engagements. Admins can choose whether a tool needs the agent’s approval before it runs or if it should work automatically in the background. Some tools help agents take action, while others help retrieve information needed. Administrators can keep human agents in the loop to approve the execution of a tool call. .
- Sign in to the Zoom Workplace desktop app.
- Click the Contact Center tab.
- During an active engagement, in the right panel, click the AI Expert Assist icon .
A suggestion will appear automatically.
- If a tool is configured to execute automatically, the system might display:
“Thank you, John Johnson. Your ticket number is 12345, and your loyalty status is Gold. How may I assist you today?” - If a tool requires human agent approval before execution, the system will display an action prompt with the necessary information the agent needs to collect in order to run the tool. The agent can review the suggested action and collect any required information from the customer before proceeding.
- You can copy and paste the suggestion into your response to the customer.
- If the customer replies with an update (for example, “My ticket has been delayed”), AI Expert Assist automatically triggers the next relevant tool.
- The tool uses the existing ticket number to retrieve detailed information (if the result of a previous tool call is mapped to a variable), such as the root cause of the delay. A new suggestion will appear.
- For instance, “Ticket 12345 was delayed by 180 minutes due to an operational issue.”
You now have the context and can communicate this information directly to the customer the need to jump between different applications.
All actions occur in the background through AI Expert Assist, allowing the agent to stay focused on the customer while AI handles the data retrieval and reasoning with human agent in the loop.
How to use the Smart response assistant
This feature is designed to help agents draft replies faster and more intelligently. It leverages the full conversation context to generate more relevant, higher-quality responses.
- Sign in to the Zoom Workplace desktop app.
- Click the Contact Center tab.
- While in an active engagement, click the Smart response assistant icon
located in the message box.
A window will open to help you generate a message. - Smart Response provides a set of prepared prompts to get you started. Select one that fits your situation, or type your own prompt.
The system will generate a reply based on the full conversation context so the response is relevant to your current engagement. If you have already drafted some content, you can use it to improve your writing. - Click Insert to place the generated message directly into the editor.
- If you’re not satisfied with the response, click Retry for a new suggestion.
Note: Retries are limited to three times per session. - For more control, click Refine to:
- Improve the writing quality
- Adjust the message length
- Change the tone
- Translate the message into another language
How to use AI-powered agent checklist
This feature helps agents stay organized and consistent, ensuring no critical steps are missed while handling customer interactions. Learn how to
create agent checklists to be used during live engagements.
- Sign in to the Zoom Workplace desktop app.
- Click the Contact Center tab.
- Receive an engagement.
- In the right panel, click the AI Expert Assist icon .
You’ll notice an Engagement Checklist available for the current interaction. This checklist helps ensure that all required steps are completed during the conversation. - At the top of the panel, click Checklist to open it.
- Based on the customer’s inquiry, select the most relevant checklist.
- For example, if the customer asks about a refund, hover over the Refund Request checklist and click Use this checklist.
As you continue the conversation, AI Expert Assist will automatically track progress and check off items as they are addressed in real time.
- Review the checklist to confirm that all required actions have been completed before ending the engagement.
How to use Engagement handover preparation
This feature helps ensure seamless context sharing between agents, allowing each handoff to start with a clear understanding of the customer’s history and needs.
- Sign in to the Zoom Workplace desktop app.
- Click the Contact Center tab.
- Receive a voice engagement.
- For example, a customer requesting a ticket booking interacts first with a virtual agent and then asks to be transferred to a human agent.
- Once the engagement is accepted, you’ll see an auto-generated summary of the conversation that took place before the transfer. The summary is labeled Escalated from Virtual Agent.
- If you later transfer the call to another agent, AI Expert Assist generates a new summary containing details of your conversation for the next agent. This summary is labeled Transferred from Contact Center Agent.
If you are using the classic AI Expert Assist (AIEA) version, refer to its corresponding
documentation for setup and configuration guidance.
