The bot support system has been enhanced to allow businesses to build settings within the bot

Release notes for Zoom Virtual Agent

New and enhanced features

• Simplified Zendesk and Salesforce form creation
  Zoom Virtual Agent admins can design and manage Salesforce forms and preview Zendesk forms without any technical expertise required. This will also be the platform for other major form-related features in the upcoming releases.
• Support escalation experience controls
  The bot support system has been enhanced to allow businesses to build settings within the bot, enabling them to easily turn on or off the support channel's active and passive triggers. When an end-user requests support or fails to find a satisfactory answer through the knowledge base or predefined intents, the bot will automatically present available support channels. The logic behind this automated offering is efficiently managed by the bot, ensuring that users receive appropriate assistance without delay.
• New Groups section in Knowledge Management
  The new Groups section in the Knowledge Management has been added so that users can effortlessly add or remove knowledge bases from groups, ensuring a more organized and efficient knowledge management process.
• Improvements to article tagging
  Significant improvements have been made to the article tagging in Zoom Virtual Agent. Users can easily manage and leverage article tags, whether carried over from Solvvy or newly added Zoom tags within the Zoom Virtual Agent system.
• Flexible model selection for enhanced responses
  Flexible model selection allows users to choose the model they want to use for answering content from the selected knowledge base. Users can choose between the Extractive (Internal) model, which extracts information directly from the article, or the Generative (Anthropic) model, which uses Generative AI to generate responses. With this feature, users can confidently tailor their responses to meet the requirements of sensitive topics or situations where precise verbiage is crucial.
• Enhancements to Condition widget
  The Zoom Virtual Agent Condition widget has been enhanced to optimize comparison logic and flow building. These improvements include supporting multi-comparisons and enabling multiple value checks within a single step. Additionally, the operators offered are now context-specific, based on the variable type, ensuring relevance and efficiency (for example, equal to, contains, etc.). These updates aim to provide users with a more versatile and streamlined experience when working with comparison operations in their virtual agent flows.
• Enhancement to coaching dashboard
  A progress bar to the coaching dashboard has been implemented so that users can set their coaching goals for the week and track the progress of how many queries were coached for their account.
• Amazon Connect integration
  Account owners and admins can integrate Zoom Virtual Agent with Amazon Connect. This feature can be leveraged to enable the utilization of Amazon Connect as a chat platform when this feature is enabled for the Customer Relationship Management (CRM). With this integration, the knowledge base team can also create a knowledge base sync with Amazon Connect system, mirroring the familiar structure of existing CRM integrations.
• Support for CRM tags in chat
  Admins can categorize and manage customer chats effortlessly through CRM tagging. CRM tags are labels or keywords that provide valuable context to customer interactions. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.

Resolved issues

• Minor bug fixes