Announcing Zendesk QA for Advanced AI agents EAP

Announced on | Rollout on
August 15, 2025 | July 30, 2025

Customers with the AI agents Advanced add-on can now sign up to use Zendesk Quality assurance (QA) for AI agents for free to evaluate their bot conversations. This Early Access Program (EAP) has a limited scope and aims to gather product feedback.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

If you’re a Zendesk AI Agents Advanced customer, you can now access our QA for AI agents features for free as part of a pilot program. This lets you review AI agent interactions and ensure they meet the same standards as your human agents.

To participate in this pilot program, simply fill out this form. Once you’ve completed it, we’ll contact you and help you start your access to QA for AI agents at no additional charge.

For this EAP, user access to Zendesk Quality assurance (QA) for AI agents is restricted to three active seats per organization.

Why is Zendesk making this change?

AI Agent interactions drive a significant part of customer experience and automation success. Zendesk QA can help you evaluate how well your AI agents perform in conversations with your customers. You can then analyze the results and use this information to update your AI agents and customer service workflows as necessary.

Once you set up autoscoring, your bots can be automatically evaluated for the following AutoQA categories:

Greeting

Empathy

Spelling and grammar

Closing

Solution offered

Tone

Readability

Comprehension

You can then view the evaluation results in the “Review this conversation” panel in a conversation or in the reviews section of an assignment.

Additionally, you can use prompt-based AI insights and spotlight insights to automatically surface newly synced closed conversations in Zendesk QA, including:

Outliers

Churn risk

Escalation

Follow up

Exceptional service

Sentiment

SLA

Bot communication efficiency

Bot repetition

Dead air (voice)

Recording disclosure missing (voice)

What do I need to do?

First, confirm that you have the AI agents Advanced add-on, and then sign up. Once you receive confirmation of your enrollment in the EAP, you can start using Zendesk QA to evaluate your bot conversations. See Evaluating the performance of AI agents using Zendesk QA.

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.