Evaluate AI Agent Performance with Zendesk QA
How can I evaluate the performance of AI agents using Zendesk QA?
You can evaluate the performance of AI agents using Zendesk QA by analyzing their interactions with customers. This involves both manual and automatic evaluation methods.
For manual evaluation, you set up a scorecard to assess various performance categories of your bots, similar to how you would evaluate human agents. You can filter and select specific bot conversations to review and rate them using the scorecard. For automatic evaluation, you can enable AutoScoring, which assesses bots on categories like Greeting, Empathy, and Comprehension. The results can be viewed in the conversation panel or the Reviews section.Learn more.
More related questions
Which AI agents can be evaluated using Zendesk QA?
Zendesk QA can evaluate various types of AI agents, including conversation bots, Ultimate messaging bots, and bots created with Sunshine Conversations. To see which bots have been detected, navigate to Zendesk QA, click your profile icon, select…
How do I manually evaluate AI agent conversations in Zendesk QA?
To manually evaluate AI agent conversations in Zendesk QA, you need to set up a scorecard for the categories you want to assess. Start by clicking the Conversations icon, then select or create a filter to identify the bot conversations you wish to…
What is AutoScoring in Zendesk QA and how does it work?
AutoScoring in Zendesk QA is a feature that automatically evaluates bot conversations based on predefined categories. Once AutoScoring is set up, it assesses bots on categories like Greeting, Empathy, and Tone. The results are visible in the Review…
Can Zendesk QA evaluate AI agents from platforms like Intercom?
Zendesk QA is primarily designed for evaluating AI agents within the Zendesk ecosystem, such as conversation bots and Sunshine Conversations bots. While you can connect Intercom to Zendesk QA, the AI agent monitoring feature is specifically built…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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Zinc
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Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
