| Announced on | Rollout starts | Rollout ends |
| July 10, 2024 | July 10, 2024 | July 11, 2024 |
We're excited to announce the launch of Voice QA for Zendesk Talk.
This feature lets you quickly review automatic call summaries and transcripts, organized into messages between the agent and customer, enabling you to improve and accelerate the call QA process.
With Zendesk QA, you can now:
- Cover 100% of voice interactions and identify critical issues with AI-driven analysis, including detecting dead air and missing recording disclosure statements.
- Leverage AI to pinpoint the most critical voice interactions and automatically assign them for manual QA.
- Analyze and monitor call quality over time using the reviews dashboard and maximize the benefits of targeted training and coaching.
This announcement includes the following topics:
What is changing and why?
After testing with our early access program (EAP) and receiving positive feedback from customers, we’re extending Voice QA to all Zendesk Suite customers who have Zendesk QA and are using Zendesk Talk for voice.
Using Zendesk’s speech-to-text capabilities coupled with Zendesk QA (formerly Klaus) enables you to speed up the QA process and improve the coverage of your voice interactions.
- All-new and improved call recording player
- Pulling in additional call details
- Automatically generating a call summary, briefly explaining what the interaction was about, so you know if the call is worth your review time
- Sentiment and outlier (unusual or atypical calls) detection
- Churn risk detection
- Dead air detection
- Detect conversation with call recording disclosure missing
- Custom keyword matching spotlight
- New voice filtering conditions
What do I need to do?
If you are not a Zendesk QA (formerly Klaus) customer, you can get it here.
To start using Voice QA, turn it on in your account on or after July 10, 2024.
- In Zendesk Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
- On the Settings tab, scroll down to Transcribe and summarize call recordings for Zendesk QA.
- Select the checkbox for Transcribe and summarize call recordings for Zendesk QA. When the checkbox is selected, you can select the phone lines for which you want to turn the feature on. You can turn it on for all lines or specific lines only.
Note: If you don’t see a phone line appear in the drop-down menu, call recording is not turned on for the line. Only lines that have call recording enabled will be displayed. - Click Save.
Note: Customers who participated in the Voice QA EAP will also need to turn on and configure the features.
There are additional costs involved in recording and transcribing phone calls. See Zendesk Talk number availability and pricing page for more information.
Where can I find more information?
If you have feedback or questions about 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.