Elevate the quality of your customer

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Zendesk QA has proven to be a powerful tool for helping support teams detect and resolve quality assurance (QA) issues for messaging and email channels handled by human agents. Today, we’re announcing a significant advancement in our AI-powered QA solutions with the launch of Voice QA and QA for AI Agents , allowing you to ensure consistency across every interaction.

Our AI-powered Voice QA leverages speech-to-text capabilities to improve the speed and coverage of your voice interactions, while our AI-powered AI Agent QA assesses and reports on the quality of your AI agents’ conversations. Launched in April, AI Agents are the next evolution of Zendesk bots, designed to solve your customers’ problems, whether simple or complex.

With this enhancement, Zendesk QA can now cover 100 percent of your support tickets across all channels, including AI agents and voice, to deliver consistency across all mediums. As a result, you can standardize your QA processes, save time, and optimize your resources more effectively. And of course, these features are automatically combined with Spotlight , helping you identify areas for improvement in your customer interactions.

Read on to discover how these new QA features can help elevate your service operations and foster customer loyalty.

Increase call screening efficiency with Voice QA
Ensuring quality control on voice channels can be a time-consuming task that often requires listening to entire call recordings, making it difficult to find valuable phone data interactions by limiting visibility into problem areas.

Our AI-powered Voice QA simplifies the process of evaluating voice conversations by automatically summarizing calls and transcripts. This speeds up the QA process, increases coverage, and highlights the most important interactions for evaluation.

Voice QA automatically provides tone analysis and translates transcripts into English. This allows your assessment team to effectively evaluate conversations, even when they are conducted in different languages, allowing for greater coverage. Additionally, Spotlight automatically analyzes 100 percent of your Voice QA conversations and detects:

Customer churn risk: Detect conversations with potential risk of churn so you don't miss opportunities to take proactive steps toward customer retention
Silence: Helps you identify and address issues that cause delays in responses, allowing you to address training and coaching needs for certain agents.
Outliers: Identify conversations that are unusual for your team based on statistical models, helping you detect causes that require attention.
Disclosure of missed call recordings – Checks if disclosure of the recording has been mentioned, providing crucial compliance information