Release notes for Zoom Virtual Agent

Upcoming Release

Details about upcoming releases will be posted as they become available.

May 28, 2023

New and enhanced features

• Support for Bot to Bot handoff feature 
  Zoom Virtual Agent account owners and admins can choose to send the user to a different bot entirely, and if a Bot is selected, they can choose the Main Flow or Sub Flow to begin with. This feature enables bots to recognize the user's type and direct them to the appropriate bot or bot flow.
• Support for admin audit report 
  A new admin audit report feature has been added, allowing administrators to track changes made to their account by users. Similar to other Zoom products, the report allows administrators to track user actions, such as additions, deletions, and updates, providing better transparency and oversight.
• Specific knowledge base content type 
  A new content type has been added in the Web SDK specifically designed for knowledge base content, making it easy to display helpful information to end-users in a more user-friendly way. With this new feature, end-users can easily identify and access helpful non-conversational content, improving the overall user experience.
• Kustomer integration for knowledge management 
  Admins and account owners can establish a connection between Zoom Virtual Agent and Kustomer CRM, allowing them to import articles from any public or internal knowledge bases they may have in Kustomer. This integration streamlines the process of importing and managing knowledge content, ensuring that Zoom Virtual Agent has access to the necessary information to deliver effective solutions.
• Enhanced visibility for connected knowledge bases 
  Admins and account owners can see important details for connected knowledge items, including the title, content, category, and URL. This improvement brings connected knowledge bases on par with manual knowledge base in terms of providing comprehensive visibility into the available knowledge content. It enables users to have a clear understanding of the information sourced from their connected knowledge bases, ensuring data accuracy and quality.
• Improvements to manual knowledge base creation 
  To improve the content management experience for manual knowledge base, the ability to insert content through CSV bulk uploads has been implemented. With this new feature, users can simply upload a CSV file containing new articles or updated content, and the system will add or update the content accordingly within the manual knowledge base. This eliminates the need for one-by-one article management, providing a more streamlined and efficient approach to keeping manual knowledge base updated.
• Enhanced Salesforce knowledge base customization 
  Admins and account owners have the ability to edit certain Salesforce field options after a Salesforce knowledge base has been created. This feature allows users to correct issues with their integration without the need to delete and recreate the knowledge base.
• Improvements to web sync sitemap 
  The sitemap path selector has been improved to accommodate sitemaps with more than 5000 url paths. This enables websites with larger sitemaps to effectively utilize our crawler and ensure their knowledge base remains updated.
• Enhancement to web sync feature 
  Admins can upload relevant links as an alternative to relying solely on sitemaps. This empowers customers to include specific web content that they want to sync with our system.
• ServiceNow ITSM integration
  Admins and account owners have the option to configure ticket types as either ITSM or CSM, catering to specific requirements. End-users can seamlessly submit ITSM tickets directly from Zoom Virtual Agent to the CRM system, simplifying the process of creating tickets for IT service-related issues. Furthermore, ITSM tickets raised through Zoom Virtual Agent are automatically categorized as ITSM and seamlessly integrated into the ServiceNow ITSM system.
  
• Real-time live agent chat integration
  Zoom Virtual Agent supports live agent chat within the user interface (UI) which allows end-users to initiate chat conversations with live support agents without leaving the UI. Through this integration, end-users can now receive instant chat messages and replies from their CRM via live support agents, facilitating quicker issue resolution.
  
• Intercom integration
  Account owners and admins can integrate Zoom Virtual Agent with Intercom to enable the users to chat with a live Intercom agent within the same UI.
  
• Gorgias support channel integration
  A new ticket creation integration channel has been added to Zoom Virtual Agent, allowing businesses to leverage the power of the Zoom Virtual Agent bot while providing end-users with the ability to create support tickets when needed. With this integration, the Zoom Virtual Agent bot can now render a ticket form, enabling users to submit their queries or issues directly as support tickets.
• Enhancement to default ticket form
  The default ticket form has been enhanced to capture user information and seamlessly pass it to the CRM. With the addition of Name and Email fields, users can provide their personal details directly in the ticket form, enabling more efficient ticket creation. Furthermore, if user data has already been obtained from the welcome screen, the Name and Email fields will be automatically populated, saving time and ensuring accurate user information.
• Enhanced CRM support with chat transcript integration
  Zoom Virtual Agent sends the transcript of the chat between the user and the bot as an internal note with the ticket to the CRM. This enables agents to have better context of the user's interaction with the bot and provide more personalized and effective solutions. The Web SDK has been updated to include this new feature.

Resolved issues

• Minor bug fixes

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Current Release

April 16, 2023

New and enhanced features

• Salesforce integration with Knowledge Management
  A new option within Knowledge Management has been added to connect to Salesforce and customize the content we pull in. With this new integration, users can connect to the Knowledge Items within Salesforce and use them for Q&A, similar to other CRM connections.
• Global variable performance tracking
  Zoom Virtual Agent account owners and admins can track the performance of their chatbot solution on a per-global variable basis, exploring in a more targeted way how their Bot Flows and Knowledge Base solutions are performing in terms of resolving customers' issues.
• Dedicated page for general bot responses
  A new page has been added to allow Zoom Virtual Agent account owners and admins to easily manage responses to simple requests, centralize text for escalations to another support channel, and have insights into where the text they're controlling will be used. With this feature, bot admins will have an easy-to-use page for setting up all centralized text to be used throughout the bot, and can see the default/small talk intents and override the default intents.
• Bot creation improvements
  Zoom Virtual Agent account owners and admins are able to view the intents associated with their bot flows in a list view, without having to click into the canvas. Additionally, we have updated the subflow creation process so that intents are selected at the same time as the subflow is created, making it easier to manage intent-subflow connections. These changes will help bot builders more easily track which intents are being used and prevent issues caused by intent-subflow versioning.
• Support for ticket creation integration channel
  Zoom Virtual Agent supports ticket creation integration channel, allowing businesses to seamlessly create tickets for customers who require additional support beyond what the bot can provide.
• AI-generated training phrases
  Zoom Virtual Agent account owners and admins can use a new tool to create intents with relevant training phrases efficiently and accurately. With this new tool, admins can define the number of generated training phrases, which will be based on the intent name and description to ensure accuracy. The generated training phrases can then be easily deleted if necessary. This tool aims to improve intent and model performance while saving time for admins.

Resolved issues

• Minor bug fixes

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Previous Releases

Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.

March 19, 2023

Changes to existing features

• Train domain with single intent
  Account owners and admins can now create and train domains that have a single intent. Previously, at least 2 intents are required in the domain to train and publish it.
• Support for Knowledge Base Group
  Zoom Virtual Agent account owners and admins can now choose between a single knowledge base source, which is already available, and Knowledge Base Group. The Knowledge Base Group option allows businesses to select specific groups of knowledge base articles that they want their bot to use. With this new feature, businesses can create a personalized bot that returns only relevant content, making it easier for users to find the information they need quickly. In addition, businesses can exclude specific content that they do not want to be shown, such as temporary articles or articles that should not be discoverable.

New and enhanced features

• Intent Manager setup guide
  Intent Manager setup guide is available on the Intent Manager page to help new users understand and build domains and intents. The setup guide explains the definition of domain and intent, their roles in Virtual Agent, and how they work. Users have the option to show or skip the setup guide.
• Pre-built intents by industry or department
  Account owners and admins can view and search for pre-built intents related to their business. This makes intents readily available to new users and makes constructing and training models less intimidating.
• ServiceNow chat integration
  Account owners and admins can integrate Zoom Virtual Agent with ServiceNow to enable the chatbot to connect users to a live ServiceNow agent.
• Salesforce chat integration
  Account owners and admins can integrate Zoom Virtual Agent with Salesforce to enable the chatbot to connect them to a live Salesforce agent.
• Salesforce ticket submission
  Account owners and admins can raise and submit a ticket to the CRM from the Zoom Virtual Agent chatbot.
• Improvements on CollectInput widget
  CollectInput widget has been improved so that admins can easily set up their Quick Reply buttons. Improvements include a new UI for switching between Text Input and Quick Replies, enabling Zoom Virtual Agent account owners and admins to choose whether button selection is required or if text searches will also return results, and adding description in the CollectInput setup panel.
• Send customers to a specific support channel
  Zoom Virtual Agent account owners and admins are now able to set up an exit point for their bot flow through a specific channel or set of channels. This allows businesses to design flows that intentionally escalate to another channel to better fit their business processes.
• Data retention setting sync
  Integration between Zoom Virtual Agent and Zoom Contact Center has been enhanced so that if a user changes the data retention setting for messages in Zoom Virtual Agent, it is also changed in Zoom Contact Center. This change is indicated in the tooltip and header description to reflect its shared status. Clients who have Zoom Contact Center and Zoom Virtual Agent together and have different settings in each product will have their Zoom Contact Center setting migrated to their setting in Zoom Virtual Agent.
• Solvyy clients configuration/data migration
  Solvvy clients who are migrating to Zoom Virtual Agent can now migrate their intent assets, including intent name, description, training phrases, and regex and text-based rules per account. This allows for a seamless transition and eliminates the need to recreate intent assets.
• New web crawler for knowledge base
  Customers who have existing knowledge base content on their website can now easily keep their chatbot's answers up-to-date using a new web sync feature. This feature uses a customer's existing sitemap and allows users to select a target domain, pull in content, and customize the crawler to select only meaningful parts of their knowledge base. This website content can be trained just like API and manual content to improve the answers provided to end users.
• WYSIWYG editor for manual knowledge base
  A text editor has been added to the manual knowledge base, which enables users to add styling to knowledge base items without requiring knowledge of HTML. This allows users to view the outcome of their work as they create it, improving productivity and the user experience. Additionally, the styling on the Content field will be displayed, providing users with an easier way to see the outcome without relying on HTML tags.
• Auto-creation of entry IDs
  Bot flow builder feature now includes auto-creation of entry IDs in the Main Flow to reduce the number of steps to launch your Bot. This feature simplifies the process of adding widgets and makes it easier for new admins to get started quickly.

Resolved issues

• Minor bug fixes

February 26, 2023

New and enhanced features

• Knowledge Base ServiceNow integration
  When creating a knowledge base, users can download articles from ServiceNow and use them in their knowledge base. Account owners and admins can see customization options specific to ServiceNow when onboarding a ServiceNow knowledge base and choose which categories to be used by Zoom Virtual Agent. After creating a knowledge base, users can update these customizations and exclude specific articles from their chatbot.
• Individual query coaching
  A new search bar has been added to the coaching dashboard, allowing users to search all queries to see if they are user-submitted or synthetic queries. This allows users to click on searched queries for coaching.
• Improvements to Coaching feature
  The Coaching feature on the Knowledge Management tab has been enhanced to make it easier for users to open the coach dashboard, filter searches, and examine data. Improvements include launching coaching more prominently within the knowledge base section, customizing the knowledge base targeted, and providing more information regarding the queries being coached and their relevance to the currently selected knowledge base.
• Remove tables from crawled content
  Table tags are added to exclude tables when syncing knowledge base. Tables are removed from crawled content because they do not display correctly in chat windows.
• Replace instances of crawl with sync
  Every mention of crawl on the Knowledge Management page will now be referred to as sync.

Resolved issues

• Minor bug fixes

January 18, 2023

• General availability for Zoom Virtual Agent
  Zoom Virtual Agent is a Conversational AI and Chatbot Solution that works around-the-clock on multiple customer support channels to deliver fast, personalized customer resolutions, reduce call volumes to human agents, generate actionable analytics, and drive significant operational efficiencies. To learn more about Zoom Virtual Agent, visit the Zoom Virtual Agent product page and support page.