Automate Agent Workflows in Zoom Contact Center.
Zoom Contact Center handles customer calls and chats. Kognitos automates post-interaction processing, quality scoring, and workforce scheduling so supervisors manage outcomes, not paperwork.
Describe It in English.
It Runs Deterministically.
Overview
After each Zoom Contact Center interaction, auto-generate a disposition summary; score quality against rubric criteria; update the customer record in CRM; and flag interactions requiring supervisor review.
Execution Steps
Generate Interaction Summary
- Pull the call transcript or chat log from Zoom Contact Center
- Summarize the customer issue, resolution, and any open follow-ups
Score Quality Automatically
- Evaluate the interaction against defined quality rubric criteria
- Assign a quality score and tag areas where the agent deviated from the script
Update CRM and Escalate
- Push the interaction summary and disposition to the customer's CRM record
- Flag low-scoring interactions for supervisor review with specific feedback points
Enterprise
Use Cases
Automated Quality Assurance
Score every Zoom Contact Center interaction against your quality rubric — not just a random sample — and surface coaching opportunities.
Workforce Scheduling
Analyze Zoom Contact Center call volume patterns and auto-generate shift schedules that match forecasted demand by time of day.
Customer Sentiment Tracking
Analyze Zoom Contact Center transcripts for sentiment trends and alert supervisors when a customer's satisfaction trajectory is declining.
Frequently asked
questions.
Kognitos is a leading US-based artificial intelligence platform designed to transform how businesses operate by automating repetitive tasks and enhancing efficiency. Our AI automation platform allows users to automate complex business processes simply by communicating their goals in plain English. Leveraging advanced technologies like a proprietary LLM-based interpreter, Intelligent Document Processing (IDP), Optical Character Recognition (OCR), and Natural Language Processing (NLP), Kognitos enhances productivity, speed, and accuracy. Unlike traditional automation solutions that require complex coding, Kognitos offers unparalleled adaptability and scalability, empowering businesses to streamline workflows and eliminate manual tasks without extensive technical knowledge.
Process automation refers to the use of technology to automate repetitive, manual tasks within a business or organization. The goal is to streamline and optimize workflows, increase efficiency, reduce errors, and save time and resources. This can be achieved through the implementation of various technologies, such as RPA, Workflow Automation, Machine Learning and Artificial Intelligence.
Security is a core principle of Kognitos' architecture, built on state-of-the-art cloud services with strong security foundations. Critical business processes run on the Kognitos platform, and we prioritize the security of both the processes and their data. Kognitos employs serverless, cloud-based services with the principle of least privilege access. For example, a service without a need to access a database does not have access to it. Kognitos has achieved the SOC 2 Type II certification for our best-in-class security controls and compliance with the AICPA's Trust Services Criteria. Learn more
