About AI insights in Zendesk QA

Zendesk QA prompt-based AI insights empower teams to craft highly specific AI prompts, tailored to their unique business needs and quality standards.


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







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.






Location: Zendesk QA > Settings > AI

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
Understanding how
prompt-based AI insights work
Related
resources



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.


Note: If a prompt-based category produces over 95% N/A (Not applicable) results for 7
consecutive days, it’s automatically marked as inactive and displays an
attention icon ( ). You must update your prompt to gather
relevant insights before marking it as active again.

Prompt-based AI insights can be accessed 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 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

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, 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.
If a prompt-based category produces over 95% N/A (Not applicable) results for 7
consecutive days, it’s automatically marked as inactive and displays an
attention icon ( ). You must update your prompt to gather
relevant insights before marking it as active again.



Related resources

See the following articles for more information about the 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



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