Update fot Zoom Virtual Agent

New or enhanced feature

Admin features

Zoom Virtual Agent integration with Zoom Contact Center WhatsApp flows

• Account owners and admins can integrate Zoom Virtual Agent (ZVA) bots into their Zoom Contact Center (ZCC) WhatsApp flows. When creating a WhatsApp flow, they have the option to add a bot widget and deploy their published ZVA bots. For those without a ZVA license, details about utilizing a bot via ZVA are provided, allowing them to learn about the future possibilities. This integration enables businesses to leverage conversational AI and chatbots within their contact center WhatsApp channel, enhancing customer support and reducing agent workload. This feature must be enabled by Zoom.

Zoom Virtual Agent admin alerts and notifications

• Account owners and admins can configure customizable alerts to monitor system changes, such as unexpected shifts in bot usage, failures in HTTP/Script widgets, issues with knowledge base syncing or training, and integration disconnections. Admins have the flexibility to set event triggers and notification preferences. This feature facilitates proactive monitoring, allowing for quick identification and resolution of potential issues.

SharePoint integration with Zoom Virtual Agent

• Admins can integrate SharePoint with Zoom Virtual Agent's knowledge base using the Marketplace Connector app, allowing them to import specific content like files, folders, or groups of files in PDF and DOCX formats. This integration enables Zoom Virtual Agent bots to efficiently search and retrieve information from SharePoint, while also providing analytics to track which content is most frequently accessed. Admins can also run manual syncs and schedule automatic updates to keep the imported content current.

OneDrive integration with Zoom Virtual Agent

• Admins can connect their OneDrive knowledge base to Zoom Virtual Agent, allowing them to use existing articles from OneDrive to answer questions. They can customize sync settings to choose what to include and manage synced articles directly in the Zoom Virtual Agent knowledge base.

New targeting options for Zoom Virtual Campaign

• Account owners and admins can configure the devices and installation types where their web chat appears. They can choose between mobile phone web browsers and mobile web views in apps, in addition to the existing desktop and tablet options.

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 bot flow testing

• Bot flow designers can test sub-flows independently without navigating through the entire main flow. The test bot displays relevant parameters like variables, intents, and knowledge base phrases needed for testing a particular sub-flow. Designers can input specific context data to simulate scenarios like sub-flow routing or returning to the main flow. Designers can access this feature by navigating to AI Management then Virtual Agent , selecting a bot flow, and clicking Bot Simulator in the top-right corner. A pop-up window will appear, allowing them to select and test the desired sub-flow.

Deletion of expired local storage content

• An expiry timer has been added for content stored in local storage for Zoom Virtual Agent chatbots so that content such as campaign IDs, persistent states, and authentication statuses is automatically cleared from local storage when the timer expires. Once expired, the content is marked as invalid and removed the next time the end user visits the website with the Zoom Virtual Agent bot.