Summary: ◀▼
AI insights let you create custom natural-language prompts to score agents or flag tickets based on your quality standards. You can use ready-made templates or build your own prompts, with PII and PCI data automatically redacted before analysis. Admins and workspace managers can manage active prompt-based rating categories and spotlight insights, and inactive prompts may need updates if they return mostly N/A results.
Zendesk QA prompt-based AI insights empower teams to craft highly specific AI prompts, tailored to their unique business needs and quality standards.
This article includes the following topics:
Understanding what prompt-based AI insights are
Zendesk QA 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. AI Prompt category criteria define agent behavior, while Spotlight criteria are more flexible and can apply to either agent or customer behavior.
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.
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 templates, customize them, or create new AI-powered prompts using only natural language. Rating categories grade agents, while spotlight insights flag tickets.
Before sending data to any AI large language model (LLM), Zendesk QA automatically redacts personally identifiable information (PII) and payment card industry (PCI) data from call recording transcriptions and summaries for all Insight prompts.
Admins and workspace managers can have up to 10 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.
). You must update your prompt to gather
relevant insights before marking it as active again.To ensure proper functionality for AI Insights in Zendesk QA, both the Automatic scoring with AutoQA and the LLM-based AutoQA account settings must be turned on.
If the AI suggestions toggle is also turned on in your account settings, the system can analyze your prompts to resolve ambiguity, vagueness, or poor formatting. It tries to refine your core intent by adding the following details:
- The main ask of your prompt
- What it is
- What it is not
- You prompt answer description
- An example of a negative prompt score
- An example of a positive prompt score
- What needs clarifying
- Your prompt answer options
Accessing the AI Insights page
Prompt-based AI insights can be accessed from the AI page in the account settings.
Admins and workspace managers can have up to 10 active AI prompt-based rating categories and AI prompt-based spotlight insights, and up to 20 exact text-match rating categories and spotlights per account.
The usage count is displayed at the top of the AI page. When you reach this limit, you must either mark one as inactive or delete it before you can create or activate more.
To access the AI page
- In Quality assurance, click your profile icon in the top-right corner.
- Click Settings.
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In the sidebar under Account, click AI.
From this list, you can do the following:
- Search for an AI insight by name.
- View each AI insight usage: category or spotlight.
- View each AI insight type: system, exact text-match, or prompt-based.
- See the status of each AI insight, whether it’s active or inactive.
- See the AI insight applicability: call, text, or both.
- See the AI insight's accuracy score, based on the comparison between autoscores and all manual reviews completed for that prompt.
- See when each AI insight was last updated.
- Search for AI insights by name.
- Filter the list by AI insight type (system, exact text-match, or prompt-based).
- Filter the list by AI insight status (active or inactive).
- Filter the list by AI insight applicability (call, text, or both).
- Edit an AI insight category or spotlight.
- Activate an AI insight category or spotlight.
- Deactivate an AI insight category or spotlight.
- Delete an AI insight category or spotlight.
Related resources
The following articles explain how to create, manage, and use AI insights in Zendesk QA:
- Best practices for creating AI insights prompts in Zendesk QA
- Prompt templates for Zendesk QA AI insights
- Creating AI prompt-based rating categories
- Creating AI prompt-based spotlight insights
- Creating exact text-match AI insight rating categories
- Creating exact text-match AI insight spotlights
- Managing AI spotlight insights
- Viewing and managing rating categories for scorecards