| Announced on | Rollout starts | Rollout ends |
| June 19, 2024 | June 19, 2024 | June 21, 2024 |
This announcement contains the following topics:
What's changing?
We are thrilled to announce the release of our AI agent QA (bot QA) feature, designed to enhance chatbot quality assurance. This new functionality allows you to identify blind spots in your AI agent support quality. Analyze and review 100% of your AI agent interactions, identify errors for human intervention, and gain insights into key performance areas.
Key features include:
- Automated AI agent recognition and setup
- Distinguishing and finding AI agent conversations
- Capability to review AI agents
- Spotlighting low communication efficiency, repetition, and customer sentiment in AI agent–related conversations
- AutoQA category scoring for AI agent–related conversations across a set of categories
- Comprehensive AI agent performance insights from the BotQA dashboard
Why is Zendesk making this change?
Reviewing and improving AI agent conversations has traditionally been a complex and time-consuming task due to the sheer volume of data and lack of focused evaluation guidance. By introducing AI agent QA, we aim to bring clarity and efficiency to this process, making it easier to identify and address areas needing improvement. This initiative reflects our commitment to helping our customers by providing the tools necessary to enhance their bot interactions significantly.
What do I need to do?
To get started using these features, see Evaluating the performance of AI agents using Zendesk QA and Using the BotQA dashboard to understand AI agent escalations and performance.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.