Prompt templates for Zendesk QA AI insights

Zendesk QAprompt-based categoriesandspotlightsleverage the latest AI models, allowing you to customize AI-powered prompts using natural language for qualityautoscoringand risk detection. Rating categories grade agents, while spotlight insights flag tickets.


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







Summary: ◀▼
You can use AI prompt templates to create customized quality assurance insights that evaluate agent soft skills and customer interactions across industries. These templates help you set criteria for agent behavior and customer risk detection, supporting autoscoring and spotlight insights. You can apply or tailor prompts for categories like communication, compliance, sales, and industry-specific scenarios to improve agent performance and identify customer issues.






Location: Zendesk QA > Settings > AI

Zendesk QA prompt-based categories and spotlights leverage the latest AI models, allowing you to
customize AI-powered prompts using natural language for quality autoscoring and risk detection. Rating
categories grade agents, while spotlight insights flag tickets.
When creating new AI insights, you can access AI prompt templates by clicking the Prompt
templates button.
AI insight prompt templates offer a curated selection of prompts focused on
soft skills and organized by industry-specific needs, simplifying implementation. AI
Prompt category criteria define agent behavior, while Spotlight criteria are more
flexible and can apply to either agent or customer behavior. You can use these templates
as they are or customize them to fit your specific requirements.
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About AI insights in Zendesk QA
Best practices for creating AI insights prompts
in Zendesk QA

The following prompts are available:
Category prompts
Spotlight prompts





Category prompts list









Category prompt
Description


General


Clear instructions
Did the agent avoid open-ended questions and direct the
problem solving with closed questions?


Communication style
Did the agent avoid using derogatory words, slang, and complex
vocabulary that might confuse the customer?


Criticizing the company
Did the agent speak negatively about the company's
processes and systems, about the company in general or about some
service provider?


Question answering
Did the agent answer all the customer's questions in
the conversation?


Response matching
Did the agent provide a matching response to the
customer's questions?


Sales insight
Did the agent take the initiative when there were clear
signs of a sales opportunity?


Solving vs educating
Did the agent guide the customer to a knowledge base, website, or
other resources before providing a direct solution to a technical
issue?


Unnecessary questions
Did the agent request the information that was already
available earlier in the conversation?


Financial


Customer verification
Did the agent verify the customer's identity before
discussing account details?


Gaming


Confident communication
Did the agent communicate confidently without using all caps,
excessive emojis, grammatical negation, or signs of hesitation such
as 'maybe', 'I guess', or 'probably'?







Spotlight prompts list









Spotlight prompt
Description


General


Competitor mention
Did the customer mention a competitor and claim to have
a better offer from somewhere else? Answer yes if all of the above
criteria are met.


Feature request
Did the customer describe some missing functionality or
claim that the current service/functionality is not working
properly? Answer yes if any of the above criteria is met.


Financial


Signs of fraudulent activity
Did the customer respond with vague or evasive answers,
use aggressive language or threats, and request sensitive
information when asked specific questions? Answer yes if all of the
above criteria are met. Answer no otherwise.


Potentially vulnerable customer
Did the customer exhibit signs of vulnerability, such
as expressing anxiety, frustration, or distress, and provide
inconsistent or unclear responses? Answer yes if any of the above
criteria is met.


Manufacturing


Quality
Did the customer report a quality issue or express
discontent with the product quality? Answer yes if any of the above
criteria is met.


Retail


Clarification on offers
Did the customer have questions about some offer, such
as a promotion, discount, or loyalty program, and ask about how to
apply them to their purchase? Answer yes if all of the above
criteria is met.


Delivery issue
Did the customer claim to have problems with their
delivery?






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