Announcing Zendesk QA prompt-based AI insights

Announced on | Rollout starts | Rollout ends
September 30, 2025 | September 30, 2025 | May 15, 2026

We’re excited to announce the general availability (GA) of Zendesk Quality assurance (QA) prompt-based AI insights.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Prompt-based AI insights are now available to all Zendesk QA customers for text-based conversations.

Customers who already have Voice QA activated are automatically enrolled in an Early Access Program (EAP) of prompt-based AI insights for voice conversations starting today. Voice-based custom categories remain in this EAP until May 15.

We launch the availability of prompt-based AI insights for voice-based conversations as part of this GA for all Zendesk QA customers on May 15, 2026.

Why is Zendesk making this change?

Prompt-based AI insights represent a powerful evolution in Zendesk's 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.

Customize or create new prompts using natural language, and manage up to ten active AI prompt-based categories and spotlight insights.

What do I need to do?

No action is required. The changes listed will be continuously rolled out to all Zendesk QA customers. To learn more, see About AI insights in Zendesk QA.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.