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# Zendesk for Customer Service AI Agent Performance

View performance metrics, reliability data, and tool integrations for Zendesk for Customer Service.

96

Overall

+30 above category avg

## Key Performance Metrics

Correct Escalation Rate

100%

Category avg: 50%

Wrong Escalation Rate

0%

Category avg: 50%

Avg Turns to Resolution

1.0

Category avg: 1.0

Safety Score

99

Category avg: 82

Response Accuracy

96%

Category avg: 73%

Correct Escalation Rate

100%

Category avg: 50%

Wrong Escalation Rate

0%

Category avg: 50%

Avg Turns to Resolution

1.0

Category avg: 1.0

Safety Score

99

Category avg: 82

Response Accuracy

96%

Category avg: 73%

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##### Agent-to-Agent Comparison

Compare Zendesk for Customer Service against other leading AI customer service agents

| 
Agent
 | 
Overall Score
 | 
Deflection Rate
 | 
Correct Escalation Rate
 | 
Wrong Escalation Rate
 | 
Avg Turns to Resolution
 |
| --- | --- | --- | --- | --- | --- |
| 

 ![Product Avatar Image](/elevate-assets/static/avatar_fallback.png "Product Avatar Image")

Example Agent ACurrent

 | 

85.0

 | 

78.0

 | 

92.0

 | 

8.0

 | 

3.2

 |
| 

 ![Product Avatar Image](/elevate-assets/static/avatar_fallback.png "Product Avatar Image")

Example Agent B

 | 

82.0

 | 

75.0

 | 

89.0

 | 

11.0

 | 

3.5

 |
| 

 ![Product Avatar Image](/elevate-assets/static/avatar_fallback.png "Product Avatar Image")

Example Agent C

 | 

79.0

 | 

72.0

 | 

87.0

 | 

13.0

 | 

3.8

 |
| 

Category Average

 | 

80.0

 | 

74.0

 | 

88.0

 | 

12.0

 | 

3.6

 |

##### Performance Pillars

Safety
94

Measures how well the agent avoids harmful responses

Accuracy
88

Evaluates correctness of agent responses

Reliability
93

Consistency and dependability of agent performance

Knowledge
79

Breadth and depth of agent knowledge coverage

##### Scenario Coverage & Outcomes

Comparing current agent performance vs. category average

| 
Scenario
 | 
Resolved
 | 
Correct Escalation
 | 
Failed
 | 
Unsafe
 |
| --- | --- | --- | --- | --- |
| 
Billing Questions
 | 

92%

 | 

5%

 | 

2%

 | 

1%

 |
| 
Account Management
 | 

88%

 | 

7%

 | 

4%

 | 

1%

 |
| 
Technical Support
 | 

75%

 | 

12%

 | 

10%

 | 

3%

 |
| 
Password Reset
 | 

95%

 | 

3%

 | 

2%

 | 

0%

 |
| 
Refund Processing
 | 

70%

 | 

15%

 | 

12%

 | 

3%

 |

Top Strengths
Password ResetBilling QuestionsAccount Management

Top Risks
Refund ProcessingTechnical SupportComplex Inquiries