Zoom has confirmed new AI-powered enhancements for its AI Expert Assist Expert Assist solution.
In a nutshell, AI Expert Assist equips contact center agents with AI-driven capabilities to resolve customer issues more efficiently.
Chief among the new features is Dynamic Agent Guides, which provide real-time, scenario-based scripting – powered by AI – to help agents resolve issues efficiently and enhance customer satisfaction.
AI Expert Assist will now also offer real-time Suggested Answers during customer engagements.
By analyzing up to five knowledge base articles, the solution can deliver precise responses or next steps, streamlining interactions and improving response times.
In addition, Zoom has introduced customizable AI Smart Notes.
The feature enables account owners and admins to tailor notes by adjusting word count, format, tone, sentiment, agent details, and follow-up tasks.
Users can refine summaries by regenerating or manually editing notes, ensuring high-quality and consistent documentation.
More Contact Center Capabilities
The most recent enhancements follow the previous release of features for the AI Expert Assist solution last summer.
These capabilities included:
- Real-time Language Translation: Contact centers can automatically translate messages to match agents’ and customers’ preferred languages, ensuring smooth communication.
- Real-time Guidance: The feature identifies customer needs and suggests optimal responses, streamlining workflows and helping new agents perform at an expert level.
- Auto Wrap-Up: Agents can streamline their tasks by automating post-conversation activities like adding notes and selecting dispositions, saving time, and ensuring consistent documentation.
- Information and Knowledge Base Retrieval: Agents can access relevant third-party information and knowledge base articles in real time, guided by customer intent.
Alongside the enhancements, Zoom also recently made its Contact Center available on the AWS Marketplace.
As such, businesses can now discover, purchase, and implement the platform alongside other tools from independent software vendors (ISVs) in AWS’s digital catalog.
Individual tools from Zoom Workplace, such as Meetings, Phone, Spaces, Team Chat, and Whiteboard, are also accessible.
Zoom Workplace Enhancements
As well as introducing fresh capabilities for its Contact Center, Zoom announced a number of improvements to its AI-powered work platform: Zoom Workplace.
The company outlined the following three features as key to the overall enhancement of Workplace:
- New Zoom Team Chat Sidebar: The redesigned tool allows users to reorder and pin tabs, customize notifications, and use advanced sorting and filtering. The “Today” filter in the Meetings tab also helps customers follow up on meetings more efficiently.
- Zoom Team Chat Code Blocks and In-Line Code: In providing support for code blocks and in-line code, users are able to share and format code within messages. The improvements also make in-line code snippets more visually distinct, improving clarity and optimizing workflows for technical discussions.
- Zoom Phone Push to Talk: The new feature on Zoom Phone enables instant voice communication for frontline teams. Users can tap to speak with specific groups, and admins can enable this feature at account, site, group, or user levels.
More News from Zoom
In November of last year, Zoom Communications secured its largest-ever Contact Center as a Service (CCaaS) deal, signing a 20,000+ seat agreement with Agencia Tributaria, Spain’s National Revenue Service.
This milestone surpasses a significant win from the previous quarter, highlighting Zoom’s growing presence in the CCaaS market.
Eric Yuan, Founder & CEO of Zoom, emphasized that the deal showcases the vendor’s capability to compete at the enterprise level, expand its footprint in the EMEA region, and strengthen channel partnerships.