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.