Verified AI summary ◀▼
Leverage AI prompt-based spotlight insights to enhance quality autoscoring and risk detection in customer conversations. Customize AI prompts to identify key phrases or behaviors, and create new insights for manual review. Manage up to ten active insights per account, focusing on text-based interactions. Use the AI prompt library and follow best practices for accurate, actionable insights.
Zendesk QA prompt-based AI insights leverage the latest AI models, allowing you to customize AI-powered prompts using natural language for quality autoscoring and risk detection.
In Zendesk QA, rating categories are great at assessing customer conversations and scoring agents, while spotlight insights are best at providing insights into the quality of your conversations and helping you handpick critical conversations for manual review.
Spotlight insights work with both text-based conversations and voice transcripts. Various out-of-the-box insights help you identify specific keywords or phrases in newly closed and synced conversations that indicate the need for further analysis.
In addition to customizing some of these out-of-the-box spotlight insights, you can create new ones. You can create both text-match spotlights that find exact phrases or keywords, and prompt-based spotlights that ask specific questions about a conversation.
For example, if you want to highlight cases where either the agent or the customer mentions a direct competitor, you could create a spotlight insight named 'Competitor' and provide a list of competitor names, product names, and features.
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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.
To create a custom AI prompt-based spotlight insight
- In Quality Assurance, click your profile icon in the top-right corner.
- Click Settings (
). - In the sidebar (
) under Account, click
AI. - Click Create AI insight.
- Select the Prompt based AI insight type.
- Enter an AI insight name.
- Under AI insight description click Prompt library to select a prompt from
our ready-to-use AI prompt library. Click Use prompt.
You can also customize any prompt to fit your specific needs or create a new prompt from scratch:
- In What do you want to detect?, clearly describe what this insight
should identify and accomplish.
Specify whether the focus is on the behavior of agents or customers, and use objective, measurable language. You can enter up to 2,000 characters.
Be sure to follow our best practices for writing prompts for AI insights to ensure your insights are accurate and actionable.
- In Detection conditions, enter an additional scoring prompt, up to 128 characters, so the Spotlight gets flagged positively. Be sure to follow our scoring prompt-based AI insights best practices to ensure accurate evaluations.
- In Absence conditions, enter an additional scoring prompt of up to 128 characters so the Spotlight gets flagged negatively.
- In What do you want to detect?, clearly describe what this insight
should identify and accomplish.
- Click Validate to receive feedback and tips on how to improve your prompt.
- Under Suggested usage, select Use as a spotlight.
- Click Create Spotlight.Tip: To confirm that your prompt is working correctly and finding your prompted criteria, filter the conversations based on the prompted results.