Zendesk has just unveiled an exciting new Early Access Program (EAP) for its Quality Assurance (QA) for Advanced AI Agents. This initiative is set to transform how customer experience (CX) teams evaluate, monitor, and improve the performance of AI-powered bots. In this article, we’ll break down what this new feature means, how it works, and how your CX team can leverage it to deliver better customer outcomes.
What is Zendesk QA for Advanced AI Agents?
With the rise of AI in customer service, ensuring that bots deliver high-quality, human-like interactions is more important than ever. Zendesk’s new QA for AI agents, available to customers with the AI Agents Advanced add-on, allows teams to review and score bot conversations using the same standards applied to human agents.
Through this EAP, eligible organisations can sign up to access these QA features for free, with up to three active seats per organisation. The goal is to gather feedback and help Zendesk refine the product before a wider release.
Why is This Important for Customer Experience Teams?
AI agent interactions now drive a significant portion of customer experience and automation success. However, without robust quality assurance, it’s difficult to know if your bots are truly meeting customer needs. Zendesk QA empowers CX leaders to:
- Evaluate AI agent performance in real conversations
- Identify areas for improvement in bot scripts and workflows
- Ensure consistency and compliance with brand standards
- Benchmark AI performance against human agents
By leveraging these insights, teams can fine-tune their bots, reduce escalations, and improve overall customer satisfaction.
How Does Zendesk QA for AI Agents Work?
The QA process is designed to be both comprehensive and automated. Here’s how it works:
1. Autoscoring
Once you set up autoscoring, Zendesk will automatically evaluate your AI agent conversations across key categories, including:
- Greeting
- Empathy
- Spelling and grammar
- Closing
- Solution offered
- Tone
- Readability
- Comprehension
These scores help you quickly identify strengths and weaknesses in your bot’s communication style and effectiveness.
2. Prompt-Based AI Insights
Zendesk QA also leverages prompt-based AI and spotlight insights to surface important trends and outliers in your bot conversations. These insights include:
- Outliers
- Churn risk
- Escalation
- Follow up
- Exceptional service
- Sentiment
- SLA adherence
- Bot communication efficiency
- Bot repetition
- Dead air (voice)
- Recording disclosure missing (voice)
With these analytics, CX teams can proactively address issues, coach bots for better performance, and ensure compliance with service standards.
How to Join the EAP and Get Started
If you have the AI Agents Advanced add-on, you can sign up for the EAP here. Once enrolled, you’ll receive instructions to activate QA for AI agents at no additional cost. For more details, see Zendesk’s official guide.
Best Practices for Customer Experience Teams
To get the most out of Zendesk QA for AI agents, consider these tips:
- Regularly review bot conversations and autoscoring results
- Use prompt-based insights to spot trends and address issues early
- Benchmark bot performance against your top human agents
- Continuously update bot scripts based on QA findings
- Engage with your team to share learnings and drive improvement
Why Partner with Gravity CX?
Implementing advanced QA for AI agents is just one step towards a world-class customer experience. At Gravity CX, we help organisations across Australia design, deploy, and optimise their Zendesk environments for maximum impact. Whether you’re just starting with AI or looking to take your automation to the next level, our team can guide you every step of the way.
Ready to elevate your customer experience? Learn more about our solutions or contact us today for a consultation.
For feedback or questions about the Zendesk QA EAP, visit the Zendesk community forum or contact Zendesk Customer Support.
