Understanding AutoScoring in Zendesk QA
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 this conversation panel or the Reviews section. Note that automatic evaluations are only available for conversations created after AutoScoring is enabled for each category.
More related questions
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…
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…
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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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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