Voice QA in Zendesk QA helps you review conversations efficiently without having to listen to the entire phone call recording.
Automatic call summaries and transcripts are organized into messages between the agent and customer, allowing you to improve and accelerate the call QA process.
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About Voice QA in Zendesk QA
Evaluating voice interactions can be time-consuming. Traditionally, this is done by listening to call recordings. Manual processes often make it difficult to identify insightful calls or categorize them by topic, resulting in small, random review samples. This limits visibility into problematic areas and may leave valuable insights undiscovered. Focusing on the most insightful snippets is a faster and more effective alternative.
Voice QA in Zendesk QA leverages AI to pinpoint critical voice interactions and automatically assign them for manual QA, improving and accelerating your call QA process. Voice QA’s AI-driven analysis covers 100% of voice interactions, helping you quickly identify critical issues, such as detecting dead air and missing recording disclosure statements.
Zendesk's speech-to-text capabilities, combined with Zendesk QA features, include:
- Automatically generated call summaries that briefly explain the interaction, helping you determine if the call warrants your review time.
- Sentiment and outlier detection for unusual or atypical calls.
- Churn risk detection.
- Dead air detection.
- Detection of conversations missing call recording disclosures.
- Voice filtering conditions.
Getting started with Voice QA
To analyze phone call recordings, you must first import them into Zendesk QA. To do this, activate Voice QA with Zendesk Talk or Zendesk Talk Partner Edition. See Activating Voice QA.
The system will then automatically generate a transcript for each recording, with speakers clearly separated for easier review.
