Zoom Contact Center introduces new AI features for AI Expert Assist and receives new government authorization to help agencies deliver better citizen experiences

Today, Zoom announced new capabilities for Zoom AI Expert Assist, alongside a significant milestone in achieving Federal Risk and Authorization Management Program (FedRAMP®) Joint Authorization Board (JAB) authorization for Zoom Contact Center for Zoom for Government. These announcements reaffirm Zoom’s commitment to innovation and excellence for Zoom Contact Center with developments that revolutionize customer support practices, empower businesses to deliver unparalleled service experiences, and optimize agent efficiency.

Enhanced agent and customer experience with AI

Happy customer service agents make happy customers. Zoom AI Expert Assist empowers agents by intelligently surfacing real-time customer information and insights during engagements. Zoom has now introduced significant upgrades to AI Expert Assist, aimed at further improving agent efficiency and elevating the overall customer support experience.

• Message auto-translation: Zoom AI Expert Assist now facilitates seamless communication between agents and customers in over 20 languages simultaneously. Message auto-translation instantly translates customer messages into the agent’s preferred language, eliminating the need for manual translation efforts, saving time, and enabling efficient communication.
• Next best action: Zoom AI Expert Assist now offers real-time guidance to optimize customer support. This feature intelligently identifies customer needs and suggests the most effective responses or actions, streamlining agent workflows and empowering new agents to perform like experienced ones. For example, if a customer expressed a desire to cancel their order, next best action might suggest that the agent provide a discount on the next order to help retain the customer.
• Auto wrap-up: Zoom AI Expert Assist can reduce agent administrative workload down to a single click. By automating post-conversation activities, such as adding notes and selecting a disposition, this feature saves agents valuable time while providing consistent case documentation.

Zoom AI Expert Assist is included with the Zoom Contact Center Elite package and is available as a paid add-on for the Essentials & Premium tiers.

Certified for Government Customers

Zoom has also announced that the FedRAMP® JAB has officially authorized Zoom Contact Center for Zoom for Government as a JAB Moderate system. This approval expands the suite of authorized Zoom for Government products, reinforcing the company’s dedication to serving government agencies. Now, U.S. federal agencies, state and local municipalities, as well as approved businesses and organizations supporting U.S. government missions, can adopt a FedRAMP-authorized contact center solution within the familiar Zoom for Government environment. This certification will apply to customers subscribed to an Essentials or Premium-tier plan.