Quality assurance

Always-on quality assurance you can count on

Let AI-powered QA review every interaction, whether handled by a human or an AI agent, to help you improve your team’s performance and drive consistent service quality.

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A conversation about online payment is reviewed by AI, detecting a conversation insight about exceptional service and scoring the ticket in three AutoQA categories.

Benefits

Elevate customer service quality with AI-powered QA

Boost CSAT by up to 5%

AutoQA scores the quality of all interactions, including AI agents and voice, to continuously improve customer satisfaction.

Spot critical issues

Identify high-risk moments instantly: customers at risk of churn, stuck conversation loops, dead air on calls and more. Fix problems before they escalate.

Cut review time by up to 80%

Automate quality reviews, streamline knowledge gap detection and assign targeted coaching effortlessly.

Train agents 2x faster

Understand what makes a top performer and coach your team to deliver exceptional service from day one.

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Solutions

Everything you need to deliver exceptional service

100% coverage with AutoQA

Stop manually selecting tickets and start analysing every interaction, including AI agents, with AutoQA. Cover all channels, including voice and BPOs. Use out-of-the-box categories like Empathy or Solution, or build your own customised prompt-based categories to identify agent responses that don’t meet your quality standards.

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AutoQA evaluates 100% of conversations, using out-of-the-box categories like Tone or Solution and custom prompt-based criteria, such as Clear instructions.

Detect high-risk interactions with Spotlight

Spotlight automatically flags churn risks, escalations and knowledge gaps, allowing you to pinpoint exactly where your team needs support. Combine built-in insights with customised AI prompts and capture quality gaps that need improvement.

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AI-powered Spotlight filter automatically flagging a conversation for churn risk and knowledge gaps

Real-time QA for live quality insights

Address issues before they escalate with real-time QA. Use insights to route high-risk tickets and trigger the right workflows immediately as the conversations unfold.

Real-time QA spots issues the moment they happen and equips agents with live notifications about risks and opportunities.

Unified performance with AI-agent QA

Leverage AI agents with human quality standards. Detect abandoned or unresolved tickets and identify issues needing a human touch. Compare scores side-by-side and unlock opportunities to continuously improve bot performance.

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QA automatically evaluates 100% AI Agent conversations using out-of-the-box AutoQA categories and detects high-risk conversations with AI-powered Spotlight.

Targeted coaching for team excellence

Provide 1:1 coaching or schedule training sessions to help struggling agents. With systematic feedback, boost team performance and elevate overall service quality.

Use QA insights to set up 1:1 coaching and give specific performance guidance to your team.

What customers say

5%

 increase in CSAT

150%

 increase in ticket review volume

“Zendesk QA helps agents see how important quality is – not just for the company, but for themselves.”

Filip

Senior Quality & Training Specialist, Kahoot!

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“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”

Michael Buczynski

Head of Customer Service at CityGo

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“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”

Michael Buczynski

Head of Customer Service at CityGo

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Frequently asked questions

Do AI-powered QA features need model training or coding to set up?

No, Zendesk QA comes with out-of-the-box AutoQA categories and Spotlight insights that you can start using immediately, with no coding or model training needed. You can easily build your own AutoQA categories and Spotlights by simply telling AI – in your own words – what to look for in support interactions.