Zoom’s Sentiment Analysis, powered by AI Companion, utilizes AI to assess the sentiment of conversations in real time, based on a live transcript.

It identifies whether the customer’s sentiment is neutral, negative, or positive during their engagement.

This feature operates across both voice and text chats, enabling human agents to adjust their communication style according to the customer’s mood, with a real-time sentiment rating displayed alongside the conversation duration at the top of the screen.

By monitoring sentiment throughout the interaction, the tool also assists organizations in identifying the most effective ways to engage with customers across numerous recordings and supports the training of new agents by offering insights into managing challenging situations.

How is agentic AI augmenting the role of human agents?

Agentic AI enhances the role of human agents by taking over routine, repetitive tasks, allowing them to concentrate on more complex, emotionally nuanced interactions.

Instead of merely assisting agents, agentic AI operates autonomously to address common queries, from retrieving information to resolving standard issues.

This transition enables agents to intervene only when their expertise, empathy, or judgment is genuinely required.

Ultimately, agentic AI transforms the agent’s role from problem-solver to relationship-builder and strategic contributor.

What impact has this had on agent job satisfaction, skill development, and the ability to handle complex or sensitive customer issues?

Agentic AI has the potential to greatly enhance agent job satisfaction by eliminating repetitive tasks and enabling them to engage in more meaningful, complex interactions that necessitate empathetic delivery.

This change not only mitigates burnout but also promotes skill development, as agents encounter more challenging cases and receive support through real-time AI insights and coaching.