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Martin Küngas

Joined Jun 13, 2024

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Last activity Feb 25, 2025

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ACTIVITY OVERVIEW

Latest activity by Martin Küngas

Martin Küngas commented,

Community commentFeedback - Zendesk QA
Hey Heather, thank you for taking the time to provide us with this feedback! 
 
[FOR BACKLOG] This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
[FOR ROADMAP] This feature request has been accepted and is on our roadmap in [YEAR]. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Feb 25, 2025 · Martin Küngas

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Martin Küngas commented,

Community commentFeedback - Zendesk QA
Thank you for the request, we are already researching ways to bring this Zendesk QA data closer to Zendesk core to meet described needs.

View comment · Posted Feb 24, 2025 · Martin Küngas

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Martin Küngas created an article,

ArticleAnnouncements
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.

Edited Jun 19, 2024 · Martin Küngas

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