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Elevate the quality of your customer support with Voice QA and QA for AI agents

Introducing our latest advancement in Zendesk's AI-powered QA solutions: Voice QA and QA for AI agents, ensuring unparalleled consistency across 100 per cent of your support channels.

By Lilia Krauser, Staff Writer

Last updated July 22, 2024

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 at every single touchpoint.

Our AI-powered Voice QA leverages speech-to-text capabilities to improve the speed and coverage of your voice interactions, while our AI-powered QA for AI agents evaluates and reports on the quality of your AI agent conversations. AI agents were released in April as the next evolution of Zendesk bots, and are designed to resolve your customers’ issues, whether they be simple or complex.

With this enhancement, Zendesk QA can cover 100 per cent of your support tickets across all channels—including AI agents and voice—providing consistency across all mediums. As a result, you can standardise your QA processes, save time, and optimise your resources more effectively. And of course, these features are automatically combined with Spotlight, which helps you identify areas of improvement in your customer interactions.

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

Boost call review efficiency with Voice QA

Ensuring quality assurance across voice channels can be a time-consuming affair that often requires listening to full call recordings, making it challenging to find insightful interactions as it limits visibility into problem areas.

Our AI-powered Voice QA simplifies the process of evaluating voice conversations by summarising calls and transcriptions automatically. This speeds up the quality assurance process, increases coverage, and surfaces the most important interactions to review.

Voice QA automatically provides sentiment analysis and translates transcripts into English. This enables your review team to effectively assess conversations, even when they take place in different languages—allowing for increased coverage. Additionally, Spotlight automatically analyses 100 per cent of your Voice QA conversations and detects:

  • Churn risk: spot conversations with potential attrition risk so you don’t miss opportunities to take proactive steps for customer retention
  • Dead air: which helps you identify and address issues causing delays in responses, allowing you to address training and coaching needs for certain agents.
  • Outliers: identifies conversations that are unusual to your team based on statistical models, helping you spot causes that require attention
  • Missing call recording disclosure: whether the recording disclosure was mentioned, offering crucial insights into compliance

Use QA to ensure high-quality customer interactions with your AI agents

Evaluating AI agent interactions is often a complex task, as it requires QA managers to review interaction flows and user feedback to identify gaps and areas for improvement. Given the high volume of interactions and diverse scenarios that AI agents manage, QA managers spend a significant amount of time on this process, which prevents them from focusing on higher value tasks.

With AI-powered AutoQA for AI agents, you can automate the evaluation process, analysing and scoring 100 per cent of your AI agent interactions, and proactively identify significant conversations and potential issues. With our AI-powered capabilities, you can also scale your QA processes for AI agents by 50x, and use AutoQA evaluations and analysis to find interactions that need human review—ultimately ensuring that AI agents consistently deliver excellent customer experiences.

Sentiment can also be detected in AI agent interactions through the identification of escalated conversations, where an AI agent’s response causes positive or negative customer sentiment. This allows QA managers to evaluate the quality of their AI agent, which ensures constant improvement in customer interactions. To take things further, you can also combine QA for AI agents with Spotlight to detect the following:

  • AI agent repetition: detect conversations where the AI agent repeated the same message or question multiple times in a row.
  • AI agent communication efficiency: find conversations where your AI agent handled conversation less efficiently than your average agents—exchanging more messages than human agents when handling similar customer issues.

Voice QA and QA for AI agents greatly enhance the Zendesk QA product, offering a more comprehensive QA solution that enables you to ensure consistent, high-quality support across all channels. With these advanced solutions, you can optimise your support processes and deliver the best customer experience possible, maintaining excellence at every touchpoint.