Using Zoom Contact Center Agentic AI Expert Assist

• 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

• Zoom Contact Center Essentials, Elite, or Premium license
• Agentic AI Expert Assist features enabled

How to use Ask AI Expert Assist

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. During an active engagement, in the right panel, click the AI Expert Assist icon .
4. At the top, click Ask Expert Assist.
5. 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.
6. (Optional) Click a citation to view the original article.
7. 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

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. 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.
4. You can copy and paste the suggestion into your response to the customer.
5. If the customer replies with an update (for example, “My ticket has been delayed”), AI Expert Assist automatically triggers the next relevant tool.
6. 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. 

How to use the Smart response assistant

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. 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.
4. 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.
5. Click Insert to place the generated message directly into the editor.
6. If you’re not satisfied with the response, click Retry for a new suggestion.
   Note: Retries are limited to three times per session.
7. 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

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. Receive an engagement.
4. 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.
5. At the top of the panel, click Checklist to open it.
6. 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.
7. Review the checklist to confirm that all required actions have been completed before ending the engagement.

How to use Engagement handover preparation

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. 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.
4. 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.
5. 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.

How to use Live AI Interpreter

Learn how to use the Live AI Interpreter for voice engagements.

How to use Real-time text translation

Real-time language translation enables agents to automatically translate all inbound messages to their preferred language and translate all outbound messages to consumer's preferred language, thereby enabling ongoing translation assistance for agents/supervisors.

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. When a consumer sends their first message, the system will automatically detect the language of the consumer's message.
4. If the consumer's message language is different from your preferred language, a banner notification will appear at the top of your chat window.
5. Click the Start Translation button to initiate the translation of incoming messages into your preferred language.
   The system will automatically translate your outbound message into the consumer's language.

How to use Recommended dispositions

When an engagement ends, the agent will go into wrap-up mode. During wrap-up mode AI Expert Assist will automatically set the disposition of the engagement so that the agent does not have to manually set it. The agent can review the recommended disposition and edit before saving the disposition.

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. After a voice, messaging, or email engagement has ended, AI Expert Assist automatically suggests the relevant disposition for the engagement based on the conversation.
4. If the suggested disposition is incorrect, click the Disposition drop-down and select the correct disposition before completing the wrap up.
5. Click Save and close engagement.

How to use Smart Notes

Smart Notes feature uses generative AI to create a concise summary of the agent’s engagement with the customer. This saves time on after call work (ACW) for agents who now can accept the generated summary or do some light editing before publishing it. Admins can also set up Smart Notes templates to ensure consistency and accuracy across engagements by defining formats, key variables, and required fields.

1. Sign in to the Zoom desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. After a voice, messaging, or email engagement has ended, click the Engagement tab in the right-side panel.
4. Click Generate Smart Note.
   AI Expert Assist will generate a summary and populate it in the Add Note section.
   Note: You can only generate a summary up to 3 times per engagement.
5. Make edits to the generated note to ensure accuracy.
6. Click Publish.

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