Hi all,
I read the June Update notices and discovered an AI update to ZOOM regarding supervisors in the Contact Centre environment being able to undertake Automated QA using AI within Zoom.
I cannot find any specific guides for this and seeking if anyone is using this and if it is valuable.
Sounds amazing if it works.
Regards
Greg
Gregory,
That's referring to Zoom's Quality Management solution. It uses AI to analyze every interaction and pull customer sentiment, things that were discussed, agent performance, etc. You can run reports to see what's happening with your contact center as a whole, or see specific agent performance over time.
Here's a great explainer doc on the solution: https://www.zoom.com/en/products/resources/tech-library/quality-management-explainer/
Hope that helps and please make sure to mark the solution as accepted if this information is what you needed.
Thanks! Rick
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