Evaluating your voice interactions by listening to them can be time-consuming and error-prone. Many organizations might have more interactions than can be reviewed manually. A solution to this might be to review a smaller sample of calls, but this might limit your ability to gain insights into problematic areas that you could be improving.
With this EAP, Zendesk QA now integrates with the advanced AI capabilities of Zendesk Talk to give you the following new tools to help you speed up the review process and improve the coverage of your reviews:
Voice QA EAP functionality
- A new and improved call recording player
- Call transcriptions
- Uses generative AI to create a call summary, briefly explaining the interaction and helping you to decide which calls need further review
- Sentiment and outlier (atypical calls) detection
- Churn risk detection
- Dead air detection
- Detect conversation with call recording disclosure missing
- New voice filtering conditions
EAP limitations
The EAP currently has the following limitations:
- "Zendesk Suite" customers utilizing Zendesk Talk for voice support.
- The EAP will be available only a limited number of customers at first.
- Limited functionality on dashboards
- The transcriptstions and diarization (recognizing different speakers) in transcriptsions might contain some errors
Detected spotlights not exposed on a dashboard
