How do you audit an AI agent’s actions inside Zendesk?

Question

Accepted Answer

To audit an AI agent's actions within Zendesk, one would primarily leverage the conversation history in the Agent Workspace, where every AI interaction, suggested response, and agent override is meticulously logged. Beyond direct chat logs, many AI solutions integrate specific dashboards or audit trails that reveal decision-making processes, confidence scores, and ticket routing. Utilizing Zendesk Explore is crucial for generating custom reports on AI agent performance, such as resolution rates, deflection rates, and agent satisfaction metrics. Regular manual review of flagged or escalated conversations provides vital qualitative insights into AI accuracy and adherence to service guidelines. Establishing a clear feedback loop, often through agent ratings or corrections, allows human agents to directly contribute to and improve AI suggestions. This comprehensive approach ensures continuous learning and refinement of the AI agent's actions, aligning them with desired service standards.