Creating exact text-match AI insight spotlights

In addition tocustomizingandusing the standard spotlight insights, you can also create new ones. Custom spotlight insights work with text-based conversations and voice transcripts, automatically surfacing newly synced closed conversations by identifying and labeling specific keywords or phrases.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)






Verified AI summary ◀▼
Create custom AI spotlight insights to automatically identify and label specific keywords or phrases in text-based conversations and voice transcripts. This feature helps you monitor important topics, like competitor mentions, and ensures agents are prepared for discussions. You can create up to 20 insights, with options to apply advanced filters for more precise results.




Location: Zendesk QA > Settings > AI

In addition to customizing and using the standard spotlight insights, you can also
create new ones. Custom spotlight insights work with text-based conversations and voice
transcripts, automatically surfacing newly synced closed conversations by identifying and
labeling specific keywords or phrases.
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. These segments are
valuable for review, as it's important to ensure your agents are well-equipped to discuss your
brand. Learn more about AI insights in Zendesk QA.
Admins and account managers can create up to 20 custom spotlight insights. If you
reach this limit, you must deactivate or delete a spotlight before creating a new one.
To create an exact text-match 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 Exact text-match AI insight type.

Enter an AI insight name and Description for reviewers (optional).
Under If , select if you want to search only the Agent message, the
Client message or Any message.
Select the operator (default: contains) and enter one keyword or phrase per row
that you want to detect if they occur in messages. See Exact text-match conditions. You can:

Click Add row for each additional keyword or phrase you want to autoscore in
this category.
Click Add condition to specify more complex keywords and phrases.
Enter '/' to add the variable {..}. You can use this dynamic content placeholder {..}
to represent any name. For example, “Competitor {··}”


Select Use as a Spotlight.
(Optional) Select Apply advanced filters to narrow down where your insight applies
by:
Call direction: inbound or outbound


Conversation brand

Conversation channel
Escalation
Help desk tag
Language
Sentiment
Source type


Click Create Spotlight.



Exact text-match conditions

You can add multiple rows and use the following conditions for complex
findings:










Condition name
Condition type
Search query example

Do you get a thumbs up as a result for this conversation message?
"Thank you for contacting Acme Corporation, how can I help you today?"



is
is any of

"Thank you for contacting"
"how can I help you today?"

No, because we look for entirely equal matches.


is all of

"Thank you for contacting Acme Corporation, how can I help you
today?"
"how can I help you today?"

No, although the first query matches, the second does not.


contains
contains any of

"Thank you for contacting us”
“how can I help you today?"

Yes, because the second query is part of the message.


contains all of

"Thank you for contacting”
“how can I help you today?"

Yes, because both queries are part of the message.


is not
is not any of

"Thank you for contacting us”
“we are unavailable today?"

Yes, because neither of these queries are an exact match of the
message.


is not all of

"Our business is closed"
"Please contact us tomorrow"

Yes, because none of these queries are an exact match of the
message.


does not contain
does not contain any of

"Our business is closed"
"how can I help you today?"

No, because the second query is part of the message.


does not contain all of
"Thank you for contacting” “how can I help you today?"
No, because both queries are part of the message