Conversation summary
AI summaries of customer engagements for contact-centre agents
Zoom: "The Conversation summary with Zoom AI feature provides agents with AI-generated summaries across live, transferred, and past engagements, aiding in quick understanding and reference." An agent who takes over an engagement gets a summary of what came before. Zoom: "When Conversation summary is enabled, Zoom AI automatically generates a summary at the end of every engagement and makes it available for later reference."
Agent talk metrics
real-time AI feedback to agents on how fast and how long they talk
Zoom: "Agents can receive real-time analysis of their talk speed and length during engagements, helping them improve their communication on voice channels."
Sentiment analysis
AI rates the customer's mood as positive, neutral or negative during an engagement
Zoom: "The Sentiment Analysis with Zoom AI feature uses AI to analyze customer engagement sentiment in real time based on the transcript of the agent’s interaction with the consumer, allowing agents to see whether the customer's current sentiment rating is positive, neutral, or negative." Zoom: "Sentiment Analysis also helps identify best practices for engaging with consumers, as well as coaching opportunities for agents."
Follow-up tasks
AI lists the action items an agent needs to follow up after an engagement
Zoom: "The Follow-Up Tasks with Zoom AI feature uses AI to generate action items for agents after an engagement."
Smart compose
AI drafts replies for agents to send to customers
Helps agents write well-worded, on-brand replies to customers. Zoom: "Agents give a prompt, and the AI suggests a response, which can be adjusted to fit their needs."
AI Expert Assist
AI that guides contact-centre agents during engagements, in a Classic and a newer Agentic version
Zoom: "The Agentic AI Expert Assist builds upon the classic version with new features for agents, streamlining performance across engagements." It guides agents with recommended actions, drafts replies, tracks checklists and can carry out actions in other systems; each tool runs after the agent approves it or automatically, as the admin chooses. Zoom: "The AI automatically detects completed steps during live conversations and alerts agents when mandatory items are missed."
Live AI Interpreter
AI translates a phone call between agent and customer, speaking each side's words in the other's language
Zoom: "The Live AI Interpreter is an AI-powered, speech-to-speech translation feature built directly into Zoom Contact Center (ZCC)." Zoom: "Both participants hear the original voice and the translated version simultaneously."
AI intent routing
AI works out what the customer wants and routes the engagement to the right agent
Zoom: "This feature detects consumer intents in real time and routes engagements to the most suitable agents based on predefined intent mappings and priorities." It works on voice, messaging and email.
Clinical notes
AI writes clinical notes from a clinician's phone engagement with a patient
Zoom: "Clinical notes in Zoom Contact Center (ZCC) allows licensed clinicians to generate AI-assisted clinical notes during voice engagements with patients." Zoom: "Notes are automatically generated and saved to the clinician's Clinical Notes library in the Zoom Workplace desktop app after an engagement ends."
Quality Management auto-scoring
AI scores agents' customer interactions against the organisation's scorecards
Zoom: "Quality Management leverages artificial intelligence to evaluate Zoom Contact Center interactions and provide a score utilizing these evaluations based on user-defined automated scorecards." Supervisors write the criteria the AI scores against.
AI Topics
AI tags Quality Management interactions with the topics discussed
Zoom: "AI Topics improve Quality Management’s topic detection, allowing AI to assign its own detected topics to Quality Management interactions, in addition to customized topics created by Quality Management supervisors to suit business needs."
Ask Quality Management (Ask QM)
ask AI questions about recorded contact-centre interactions
Ask QM is "an artificial intelligence tool capable of analyzing interactions to provide quick responses to queries based on transcription content."
Zoom CX Insights
an AI assistant that answers questions about contact-centre data and spots emerging customer issues
Zoom: "Zoom CX Insights is an AI-native insights experience that helps customer experience (CX) teams understand customer interactions, identify emerging issues, and track trends over time." Zoom: "Zoom CX Insights uses third-party AI models from providers such as OpenAI and Anthropic for certain features."
Personal Data Redaction
machine learning finds personal data in customer conversations and replaces it with placeholders
Zoom: "If enabled, Zoom Contact Center will analyze recordings and transcripts, then identify Personal Data Entities and replace it with generic placeholder text." It covers voice and video recordings and messaging and email transcripts; in a recording the audio of that data is silenced. Zoom: "Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Contact Center cannot guarantee 100% accuracy when detecting personal data."
