Verified AI summary ◀▼
Explore prompt-based AI insights to enhance your quality assurance by crafting specific AI prompts tailored to your business needs. This feature allows for deeper analysis of customer conversations, helping you identify issues and take proactive actions. Customize or create new prompts using natural language, and manage up to ten active AI prompt-based categories and insights. Currently available for text-based conversations in the Early Access Program.
Zendesk QA's prompt-based AI insights represent a powerful evolution in our AI-driven quality assurance suite. This new feature empowers teams to craft highly specific AI prompts, tailored to their unique business needs and quality standards.
This flexibility allows for an infinite expansion of the insights that can be extracted from customer conversations, enabling deeper analysis of performance metrics, identification of emerging issues, and proactive intervention.
This article answers the following topics:
Understanding what prompt-based AI insights are
Zendesk QA's prompt-based AI insights represent a powerful evolution in our AI-driven quality assurance suite, beyond the established capabilities for automated scoring and risk identification.
By using or modifying our ready-to-use AI prompts or crafting new ones, you can ask targeted questions about conversations using natural language and automatically score or flag them based on your criteria.
This flexibility allows for unlimited expansion of the insights that can be extracted from customer conversations, enabling deeper analysis of performance metrics, identification of emerging issues, and proactive interventions tailored to your unique business needs and quality standards.
Ultimately, these customizable insights drive more strategic quality assurance, directly contributing to the achievement of critical business objectives and fostering exceptional customer experiences.
Understanding how prompt-based AI insights work
Leveraging the latest AI models, prompt-based AI insights empower teams to craft highly specific AI prompts, tailored to their unique business needs and quality standards.
You can select prompts from our ready-to-use AI prompt library, customize them, or create new AI-powered prompts using only natural language.
Admins and account managers can have up to ten active AI prompt-based rating categories and AI prompt-based spotlight insights per account. When you reach this limit, you must either mark one as inactive or delete it before you can create or activate more.
Auto QA custom prompt categories and spotlights are initially available to a limited selection of customers. This Early Access Program (EAP) is available for Zendesk Suite customers who have Zendesk QA.
Once you sign up and receive approval for the EAP, you can access it from the AI page in the account settings.
To ensure proper functionality for AI Insights in Zendesk QA, both the Automatic scoring with AutoQA and the LLM-based AutoQAaccount settings must be turned on.
Related resources
See the following articles for more information about the AI insights EAP in Zendesk QA:
- Best practices for creating AI insights prompts in Zendesk QA (EAP)
- AI insights prompts library for Zendesk QA (EAP)
- Creating AI prompt-based rating categories (EAP)
- Creating AI prompt-based spotlight insights (EAP)
- Creating exact text-match AI insight rating categories (EAP)
- Creating exact text-match AI insight spotlights (EAP)
- Managing AI spotlight insights (EAP)