Creating exact text-match AI insight spotlights

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<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 exact text-match AI insight spotlights to flag closed text conversations and voice transcripts when specific keywords or phrases appear. This helps you review topics like competitor mentions, use filters such as channel, language, sentiment, and call direction, and manage up to 20 custom spotlights for targeted QA review.</p>
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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; AI</div>
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<p class="p" dir="ltr">In addition to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992300083226" target="_blank">customizing</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_u4j_rth_xdc" target="_blank">using the standard spotlight insights</a>, 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. </p>
<p class="p" dir="ltr">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 <em class="ph i">'Competitor'</em>
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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9224552305946" target="_blank">about AI insights in Zendesk QA</a>. </p>
<p class="p" dir="ltr">Admins and workspace managers can create up to 20 custom spotlight insights. If you
reach this limit, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466#topic_hm4_fcn_nfc" target="_blank">deactivate</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466#topic_tyq_fcn_nfc" target="_blank">delete</a> a spotlight before creating a new one.</p>
<p class="p" dir="ltr"><strong class="ph b">To create an exact text-match spotlight insight</strong></p>
<ol class="ol" id="topic-1__ol_xf4_jhp_xdc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Create AI insight</strong>.</li>
<li class="li" dir="ltr">Select the <strong class="ph b">Exact text-match</strong> AI insight type.<p class="p"><img class="image" id="topic-1__image_dmf_zyn_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_ai_text_match_spotlight.png" width="800"></p>
</li>
<li class="li">Enter an <strong class="ph b">AI insight name</strong> and <strong class="ph b">Description for reviewers (optional)</strong>. </li>
<li class="li">Under <strong class="ph b">If </strong>, select if you want to search only the <strong class="ph b">Agent message</strong>, the
<strong class="ph b">Client message</strong> or <strong class="ph b">Any message</strong>.</li>
<li class="li">Select the operator (default: <em class="ph i">contains</em>) and enter one keyword or phrase per row
that you want to detect if they occur in messages. See <a class="xref" href="#topic_ytx_gcn_zfc">Exact text-match conditions</a>.<p class="p">You can:</p>
<ul class="ul" id="topic-1__ul_dcy_lks_bgc">
<li class="li">Click <strong class="ph b">Add row</strong> for each additional keyword or phrase you want to autoscore in
this category.</li>
<li class="li">Click <strong class="ph b">Add condition</strong> to specify more complex keywords and phrases. </li>
<li class="li">Enter '/' to add the variable {..}. You can use this dynamic content placeholder {..}
to represent any name. For example, “Competitor {··}”</li>
</ul>
</li>
<li class="li">Select <strong class="ph b">Use as a Spotlight</strong>.</li>
<li class="li">(Optional) Select <strong class="ph b">Apply advanced filters</strong> to narrow down where your insight applies
by:<ul class="ul" id="topic-1__ul_m3l_51q_q2c">
<li class="li" dir="ltr">Call direction: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" target="_blank">inbound</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">outbound</a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Conversation brand</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Conversation channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074-Using-Zendesk-QA-Spotlight-insights-to-filter-conversations#topic_gst_d1g_zdc" target="_blank">Escalation</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Help desk tag</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114-Finding-conversations-to-review-using-custom-filters#h_4e27ce74b3" target="_blank">Language</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_u4j_rth_xdc" target="_blank">Sentiment</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#h_4e27ce74b3" target="_blank">Source type</a></li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create Spotlight</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ytx_gcn_zfc">
<h2 class="title topictitle2" id="ariaid-title2">Exact text-match conditions</h2>
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<p class="p" dir="ltr">You can add multiple rows and use the following conditions for complex
findings:</p>
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ytx_gcn_zfc__table_i5h_3cn_zfc" rules="all" summary="">
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<col>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition type</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Search query example</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<strong class="ph b">Do you get a thumbs up as a result for this conversation message?</strong><strong class="ph b">
"Thank you for contacting Acme Corporation, how can I help you today?"</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">is</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">is any of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Thank you for contacting"</p>
<p class="p" dir="ltr">"how can I help you today?"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No, because we look for entirely equal matches.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">is all of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Thank you for contacting Acme Corporation, how can I help you
today?"</p>
<p class="p" dir="ltr">"how can I help you today?"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No, although the first query matches, the second does not.</td>
</tr>
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<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">contains</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">contains any of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Thank you for contacting us”</p>
<p class="p" dir="ltr">“how can I help you today?"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes, because the second query is part of the message.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">contains all of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Thank you for contacting”</p>
<p class="p" dir="ltr">“how can I help you today?"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes, because both queries are part of the message.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">is not</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">is not any of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Thank you for contacting us”</p>
<p class="p" dir="ltr">“we are unavailable today?"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes, because neither of these queries are an exact match of the
message.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">is not all of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Our business is closed"</p>
<p class="p" dir="ltr">"Please contact us tomorrow"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes, because none of these queries are an exact match of the
message.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">does not contain</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">does not contain any of</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">"Our business is closed"</p>
<p class="p" dir="ltr">"how can I help you today?"</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No, because the second query is part of the message.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">does not contain all of</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">"Thank you for contacting” “how can I help you today?"</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">No, because both queries are part of the message</td>
</tr>
</tbody>
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