Best practices for creating AI insights prompts in Zendesk QA

<body>
<p id="docs-hc-snippet" style="display: none;">Zendesk QA prompt-based AI insights leverage the latest AI models, allowing you to customize AI-powered prompts using natural language for qualityautoscoringand risk detection.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_zqa">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create AI-powered prompts to evaluate customer support agents' performance by focusing on clear, objective criteria for quality and risk detection. Keep prompts simple and specific, avoid subjective language, and define rating conditions clearly. Use metadata like time, tags, and channels precisely. Properly scoring prompts ensures consistent, fair assessments that improve service quality and agent evaluation accuracy.</p>
</div>

<div class="body">

<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; AI</div>
</div>
<p class="p" dir="ltr">Zendesk QA prompt-based AI insights leverage the latest AI models, allowing you
to customize AI-powered prompts using natural language for quality <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">autoscoring</a> and risk detection. </p>
<p class="p" dir="ltr">In addition to using or editing prompts from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9250434748058" target="_blank">AI insights prompt templates</a>, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">create your own AI custom prompt categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">spotlights</a>. Rating categories grade agents, while spotlight
insights flag tickets.</p>
<p class="p" dir="ltr">By following these guidelines, evaluators can effectively leverage generative
AI to assess customer support agent performance, ensuring clarity, consistency, and a
strong focus on service quality.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_k1m_wqq_ffc">
<li class="li" dir="ltr"><a class="xref" href="#topic_ylj_4tk_nfc">Compliance suggestions for
using Zendesk QA AI prompts</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_jqy_st2_m2c">Writing prompts for AI
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_zgc_kbr_ffc">Scoring prompt-based AI
insights</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_qvf_rm5_xfc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9224552305946" target="_blank">About AI insights in Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ylj_4tk_nfc">
<h2 class="title topictitle2" id="ariaid-title2">Compliance suggestions for using Zendesk QA AI prompts</h2>
<div class="body">
<p class="p" dir="ltr">Zendesk AI is built on our foundational principles of privacy, security,
accuracy, transparency and customer control. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9196781863578" target="_blank">AI Trust at Zendesk</a>.</p>
<p class="p" dir="ltr">Zendesk’s compliance and configuration suggestions are not legal advice.
You, as the user, remain solely responsible for ensuring that your interactions with
the system are fair, respectful, free from discriminatory or derogatory language,
and appropriate for your purposes, including when using prompt templates. </p>
<p class="p" dir="ltr">We encourage you to maintain a polite tone in all communications, consider
fair usage when creating prompts and implementing outputs, and always verify that
the prompt is suitable for your specific use case.</p>
<p class="p" dir="ltr">Custom prompts and any other Zendesk QA AI prompts should not be used to
make automated decisions, especially those related to employment or other high-risk
situations as defined by the EU AI Act. Please be aware that Zendesk does not assume
any responsibility for the consequences of misuse of the system.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title3">Writing prompts for AI insights</h2>
<div class="body">
<p class="p" dir="ltr">We recommend keeping your prompts simple and focused on a single category
and spotlight at a time. For example, avoid combining topics such as empathy and
grammar in the same prompt. Instead, create separate prompts for each category. This
approach helps the model evaluate each prompt more accurately, as it can be
challenging to determine whether a rating applies to empathy, grammar, or both.</p>
<p class="p" dir="ltr">The goal of these prompts is to evaluate the performance of customer
support agents based on service quality using generative AI. Therefore, ensure that
responses can be generated without requiring validation from third-party
applications or internal documentation, as these sources are not accessible to the
AI model.</p>
<p class="p" dir="ltr">Write category and spotlight descriptions objectively, avoiding subjective
language and phrasing. Subjective descriptions can result in inconsistent and
non-measurable evaluations.</p>
<p class="p">AI prompt category criteria define agent behavior, while Spotlight criteria are more
flexible and can apply to either agent or customer behavior.</p>
<p class="p">Be specific when <a class="xref" href="#topic_sbq_lw4_jhc">writing prompts with
criteria that include metadata</a>, such as time related to tickets, ticket
tags, channel, internal notes, and more.</p>
<p class="p" dir="ltr">Below are examples of subjective expressions alongside their objective
alternatives that you should use:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_jqy_st2_m2c__table_r2v_hn5_xfc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Instead of</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Use</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><em class="ph i">friendly</em></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">“<em class="ph i">demonstrated courtesy</em>" or "<em class="ph i">used polite
language</em>"</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><em class="ph i">attentive</em></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">
<em class="ph i">responded to customer inquiries</em>" or
"<em class="ph i">addressed customer needs</em>"</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><em class="ph i">helpful</em></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">"<em class="ph i">provided relevant information</em>” or "<em class="ph i">resolved
the issue presented</em>"</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><em class="ph i">professional</em></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">"<em class="ph i">maintained a formal tone</em>"</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><em class="ph i">confident</em></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">“<em class="ph i">provided clear explanations</em>"</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><em class="ph i">polite</em></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">"<em class="ph i">used polite language</em>" or "<em class="ph i">acknowledged the
customer appropriately</em>"</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Vague adverbs and adjectives (i.e., <em class="ph i">very</em>,
<em class="ph i">really</em>, <em class="ph i">absolutely</em>, <em class="ph i">a bit</em>)</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Adverbs and adjectives can often be omitted, but when
used should be objective and measurable.</td>
</tr>
</tbody>
</table>
</div>
<p class="p" dir="ltr">In addition to using objective descriptions, evaluations should also be
based solely on the conversation text. Ensure that you clearly define the rating
criteria for each evaluation. For example:</p>
<ul class="ul" id="topic_jqy_st2_m2c__ul_ycs_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Use specific criteria</strong>. Focus on specific behaviors or actions
taken by the agent rather than general feelings or impressions.<ul class="ul" id="topic_jqy_st2_m2c__ul_g5t_hs5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>:<em class="ph i"> Was the agent friendly? </em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>:<em class="ph i"> Did the agent use polite language, maintain a
formal tone and acknowledge the customer appropriately?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_ads_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Define expectations clearly</strong>. Outline what constitutes
satisfactory performance for each criterion to minimize subjectivity.<ul class="ul" id="topic_jqy_st2_m2c__ul_jnx_js5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: <em class="ph i">Did the agent communicate well?
</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>:<em class="ph i"> Did the agent use polite language, avoid
derogatory words and slang? Evaluate the agent negatively, if they
failed all three criteria. Rate positively if they avoided
derogatory words and slang, but used polite language
otherwise.</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_cds_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Use consistent terminology</strong>. Maintain uniform language
throughout all rating descriptions. Use a single term consistently.<ul class="ul" id="topic_jqy_st2_m2c__ul_s2x_ks5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: Using a variety of terms, such as
"<em class="ph i">colleague</em>," "<em class="ph i">employee</em>," "<em class="ph i">representative</em>,"
"<em class="ph i">advocate</em>," and "<em class="ph i">associate</em>"</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: “<em class="ph i">agent</em>”</li>
<li class="li">
<ul class="ul" id="topic_jqy_st2_m2c__ul_h1s_qs5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: "<em class="ph i">member</em>," "<em class="ph i">caller</em>,"
"<em class="ph i">guest</em>," and "<em class="ph i">subscriber</em>" <p class="p"><strong class="ph b">Use</strong>:
“<em class="ph i">customer</em>”</p>
</li>
</ul>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_fds_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Do not use acronyms and abbreviations.</strong><ul class="ul" id="topic_jqy_st2_m2c__ul_gz1_zs5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: <em class="ph i">Did the agent confirm the customer’s
DOB?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent confirm the customer’s date of
birth?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_hds_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Don’t use double quotes unless necessary. </strong>Use double quotes
only when referencing exact words spoken by the agent or customer. This approach
allows for a broader evaluation of intent or sentiment without restricting
assessments to specific phrasing.</li>
<li class="li">
<ul class="ul" id="topic_jqy_st2_m2c__ul_ocw_zs5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: "<em class="ph i">Did the agent say “Have a nice
day?”</em>"</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">The agent wished the customer a nice day.</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_jds_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Provide examples</strong> of acceptable and unacceptable responses to
guide evaluators in their assessments. When questions require knowledge of
specific business terminology, explicitly define those terms in the
instructions.<ul class="ul" id="topic_jqy_st2_m2c__ul_fv1_ct5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: “<em class="ph i">The agent must mention the department
name in their greeting.</em>”</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: “<em class="ph i">The agent must mention one of the department
names from the list below in their greeting.</em>” (Provide a list of
acceptable department names.)</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_lds_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Be clear about your rating conditions</strong>. Explicitly state whether
all conditions described must be met or if meeting only some is sufficient for a
good rating. This clarity improves consistency and reliability in scoring.<ul class="ul" id="topic_jqy_st2_m2c__ul_xdx_ct5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: <em class="ph i">Did the agent confirm the customer’s
booking number and name?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent confirm either the customer’s
booking number or name?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent confirm the customer’s booking
number and name? Both have to be confirmed.</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_jqy_st2_m2c__ul_nds_jn5_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Write your rating criteria in affirmative language rather than
negative</strong>. This positive framing can lead to clearer and more effective
evaluations.<ul class="ul" id="topic_jqy_st2_m2c__ul_fjf_jw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: <em class="ph i">The agent didn’t use derogatory
words.</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">The agent used polite and respectful
language.</em>
</li>
</ul>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_sbq_lw4_jhc">
<h3 class="title topictitle3" id="ariaid-title4">Writing prompts with metadata</h3>
<div class="body">
<p class="p" dir="ltr">When writing prompts with criteria that include metadata, such as time
related to tickets, ticket tags, channels, internal notes, and more, follow
these guidelines:</p>
<ul class="ul" id="topic_sbq_lw4_jhc__ul_tbq_lw4_jhc">
<li class="li" dir="ltr">Describe specifically what time interests you.<ul class="ul" id="topic_sbq_lw4_jhc__ul_ubq_lw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: Using generic terms like “<em class="ph i">correct
time</em>” or “<em class="ph i">timely manner.</em>”</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent respond to the customer's
initial message within 2 minutes?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_sbq_lw4_jhc__ul_vbq_lw4_jhc">
<li class="li" dir="ltr">Do not use complex time formulas.<ul class="ul" id="topic_sbq_lw4_jhc__ul_wbq_lw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: <em class="ph i">The sum of all times between
messages should be less than 10 minutes.</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the conversation last longer than 10
minutes from start to resolution?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_sbq_lw4_jhc__ul_xbq_lw4_jhc">
<li class="li" dir="ltr">Do not rely on timezone information.<ul class="ul" id="topic_sbq_lw4_jhc__ul_ybq_lw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of:</strong>
<em class="ph i">Responded in 30 minutes if the customer is in the same time
zone.</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent respond to each customer
message within 30 seconds throughout the conversation?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_sbq_lw4_jhc__ul_zbq_lw4_jhc">
<li class="li" dir="ltr">Be specific about the channel you’re interested in.<ul class="ul" id="topic_sbq_lw4_jhc__ul_acq_lw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: Using generic terms like “<em class="ph i">correct
channel</em>” or “<em class="ph i">most popular channel.</em>”</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">If the channel is email, did the agent
request additional verification before processing the account
change?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">If the channel is chat, did the agent offer
to escalate to a phone call for complex technical
issues?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>:<em class="ph i"> If the channel is phone, did the agent
verbally confirm the customer's email address before sending
documentation?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_sbq_lw4_jhc__ul_bcq_lw4_jhc">
<li class="li" dir="ltr">Be specific about the notes you’re interested in. Use words like
“<em class="ph i">internal notes</em>”, “<em class="ph i">non-public messages</em>”, etc. Notes
outside of the conversation are not accessible to the model by default. If
your procedure requires accessing notes outside of the help desk, we cannot
analyze that information.<ul class="ul" id="topic_sbq_lw4_jhc__ul_ccq_lw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: Asking about notes outside of the
conversation, such as “<em class="ph i">Did the agent create a Jira
ticket?</em>”</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">If there was an escalation, did the agent
note it down in the internal notes?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent record the customer's
preferred callback time in the internal notes?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent document the resolution
method used in the non-public messages for future
reference?</em>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_sbq_lw4_jhc__ul_dcq_lw4_jhc">
<li class="li" dir="ltr">Be specific about the tags you’re interested in. Ideally, provide
a list of all the tags if it's not too long, for example, "<em class="ph i">We use tags
"abc", "def", and "ghi". Did the agent use any of those tags?</em>”<ul class="ul" id="topic_sbq_lw4_jhc__ul_ecq_lw4_jhc">
<li class="li" dir="ltr">
<strong class="ph b">Instead of</strong>: Using generic terms like “<em class="ph i">correct
tag</em>”.</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent use the "escalated_to_ticket"
tag when escalating the customer issue?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">Did the agent apply the "billing_dispute"
tag when the customer complained about incorrect
charges?</em>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Use</strong>: <em class="ph i">We use tags "product_a", "product_b" and
"product_c". Did the agent use any of those tags when discussing
product features?</em>
</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zgc_kbr_ffc">
<h2 class="title topictitle2" id="ariaid-title5">Scoring prompt-based AI insights</h2>
<div class="body">
<p class="p" dir="ltr">After establishing your prompt, the next step is to define how evaluations
are applied. This involves specifying what constitutes a positive or negative
outcome and selecting clear terms or phrases to represent these outcomes. Examples
include yes/no, helpful/unhelpful, or polite/impolite.</p>
<p class="p" dir="ltr">Assigning the correct outcomes based on your rating criteria is essential
to ensure accurate evaluations.</p>
<p class="p" dir="ltr">Below are examples illustrating how to structure these evaluations:</p>
<ul class="ul" id="topic_zgc_kbr_ffc__ul_hbr_f45_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Politeness of language</strong>:<ul class="ul" id="topic_zgc_kbr_ffc__ul_ilw_pr5_xfc">
<li class="li" dir="ltr">Question: <em class="ph i">Did the agent use polite language?</em><ul class="ul" id="topic_zgc_kbr_ffc__ul_chs_qr5_xfc">
<li class="li" dir="ltr">Positive outcome: <em class="ph i">Yes</em>
</li>
<li class="li" dir="ltr">Negative outcome: <em class="ph i">No</em>
</li>
</ul>
</li>
</ul>
</li>
</ul>
<ul class="ul" id="topic_zgc_kbr_ffc__ul_kbr_f45_xfc">
<li class="li" dir="ltr">
<strong class="ph b">Use of derogatory words</strong>:<ul class="ul" id="topic_zgc_kbr_ffc__ul_h1n_rr5_xfc">
<li class="li" dir="ltr">Question: <em class="ph i">Did the agent use derogatory words?</em><ul class="ul" id="topic_zgc_kbr_ffc__ul_dpv_rr5_xfc">
<li class="li" dir="ltr">Positive outcome: <em class="ph i">No</em>
</li>
<li class="li" dir="ltr">Negative outcome: <em class="ph i">Yes</em>
</li>
</ul>
</li>
</ul>
</li>
</ul>
<p class="p" dir="ltr">By clearly defining these parameters, you ensure that evaluations are
consistent, aligned with your established rating criteria, and accurately reflected
in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242-Understanding-the-AutoQA-dashboard-in-Zendesk-QA#autoqa_dashboard_examples__AQS" target="_blank">AQS scores</a>.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9464975500954",
"url": "https://support.zendesk.com/hc/en-us/articles/9464975500954",
"headline": "Best practices for creating AI insights prompts in Zendesk QA",
"description": "You learn best practices for writing AI insights prompts, including compliance, objective criteria, metadata use, and scoring rules for quality reviews.",
"articleSection": "Using AI in Zendesk QA",
"datePublished": "2025-07-09T10:13:48+00:00",
"dateModified": "2026-07-13T11:40:50.778027+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9464975500954"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Quality Assurance",
"@id": "https://support.zendesk.com/hc/en-us/sections/6999625340058"
}
}
}</script><script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>