Update for Zoom Virtual Agent

New or enhanced feature

Admin features

Google Drive integration with Zoom Virtual Agent

• Admins can connect to Google Drive and use content from their organization's drive to find answers from .doc, .PDF and HTML files, which are formatted for system use. They can select specific files or folders, choose content from within their organization or any shared links, and set specific drive folders to control what's included. This new knowledge base type broadens the range of available sources, enabling the Virtual Agent to provide more comprehensive responses.

Enhancements to Knowledge Base reporting

• The Chatbot Performance report in Zoom Virtual Agent now distinguishes between Extracted and Generated answers in the Knowledge Base (KB) report. Answer generation is an optional feature where AI creates responses using information from up to five source articles, tailoring the response to the user's context. Generated answers are more personalized, and each one includes a list of source articles. In reporting, each source article is credited for the success of the answer based on metrics like SSR and Helpfulness. When the answer generation feature is enabled, the KB report provides an Answer type filter in the Articles section, allowing filtering by Extracted answer, Generated answer, or both. Additionally, the Answer type analysis section shows the Helpful rate, SSR, and usage for both answer types.

Enhancements to bot flow debugging

• Admins can access more detailed information about bot flows during testing in the bot simulator. This includes data like API payloads, response times, variable values, and evaluations for widgets such as HTTP, Script, Connector, Collect Input, and Dynamic Carousel. They can also see information about support channels, including routing status and form submission details. To access the bot simulator, go to AI Management, then Virtual Agent, select a bot, and the bot simulator will appear in the top-right corner of the page.

Enhanced flow canvas and widgets

• The flow canvas and widgets have been optimized for chatbot functionality, allowing visual elements like buttons, confirmations, and options to be smoothly adapted for building a chat flow.

Embed Wistia.net videos in Zoom Virtual Agent chat modal

• Knowledge base videos hosted in Wistia.net can now be directly played within the chat modal. End users will now be able to play Wistia.net hosted Knowledge base videos within the chat modal, without having to leave the chat window. Wistia.net videos hosted within the flow canvas in Send Media widget will still be played in a new tab or window. This new experience is only for Knowledge base hosted videos.

Resolved issues

• Minor bug fixes