Announcing Zendesk AutoQA for Voice and Voice for Zendesk TPE

Announced on | Rollout on
April 22, 2025 | April 22, 2025

Zendesk QA now integrates with the advanced AI capabilities of Zendesk Talk, offering you new tools to accelerate the review process and improve your review coverage.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

In addition to your current text-based interactions (chats and emails), AutoQA now reviews calls.
Zendesk QA's auto scoring is available for voice calls in five predefined categories:

Greeting

Closing

Empathy

Comprehension

Solution offered

Additionally, if you’re using a call center solution other than Zendesk Talk, you can now also connect it to Voice QA with Zendesk Talk Partner Edition (TPE).

TPE currently offers the following pre-built telephony integrations that plug directly into Zendesk QA:

Genesys

Amazon Connect

Talkdesk

Aircall

Five9

Why is Zendesk making this change?

We continue expanding Voice QA to all Zendesk customers who have Zendesk QA and are using Zendesk Talk and TPE for voice.

By leveraging Zendesk’s speech-to-text capabilities alongside Zendesk QA, you can accelerate the QA process and enhance the coverage of your voice interactions.

What do I need to do?

To learn more, see Understanding Voice QA in Zendesk QA.