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 canada whatsapp number list 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 QAJeanine Mendez, co-founder of KindWork , explains why the program is so powerful and life-changing for its students:
"We teach our students how to use the Zendesk platform, because if you look at all the customer service jobs in NYC, at least 50 to 75 percent will say, 'Zendesk skills preferred.' If you know how to use Zendesk and can put that on a resume, it will take you pretty far. We consciously developed our program to prepare students to become Zendesk masters."
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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 interactions by limiting visibility into problem areas.