About AI insights in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Zendesk QA prompt-based AI insights empower teams to craft highly specific AI prompts, tailored to their unique business needs and quality standards.</p>
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<strong>Add-on</strong>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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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">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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; AI</div>
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<p class="p" dir="ltr">Zendesk QA prompt-based AI insights empower teams to craft highly specific AI
prompts, tailored to their unique business needs and quality standards. </p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<ul class="ul" id="topic_sjx_ns2_m2c__ul_aqm_ncc_1gc">
<li class="li" dir="ltr"><a class="xref" href="#topic_yck_5l4_xfc">Understanding what
prompt-based AI insights are</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_jqy_st2_m2c">Understanding how
prompt-based AI insights work</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cfy_hv5_zfc">Related
resources</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yck_5l4_xfc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding what prompt-based AI insights are</h2>
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<p class="p" dir="ltr">Zendesk QA prompt-based AI insights represent a powerful evolution in our
AI-driven quality assurance suite, beyond the established capabilities for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">automated scoring</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">risk identification</a>. </p>
<p class="p" dir="ltr">By using or modifying our <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9250434748058" target="_blank">ready-to-use AI prompts</a> 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. </p>
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr">Ultimately, these customizable insights drive more strategic quality
assurance, directly contributing to the achievement of critical business objectives
and fostering exceptional customer experiences.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title3">Understanding how prompt-based AI insights work</h2>
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<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr">You can select prompts from our ready-to-use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9250434748058" target="_blank">AI prompt templates</a>, customize them, or create new
AI-powered prompts using only natural language. Rating categories grade agents,
while spotlight insights flag tickets.</p>
<p class="p">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.</p>
<p class="p" dir="ltr">Admins and workspace managers can have up to 10 active <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">AI prompt-based rating categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">AI prompt-based spotlight insights</a> per account. When you
reach this limit, you must either mark one as inactive or delete it before you can
create or activate more.</p>
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<span class="notetitle">Note:</span> If a prompt-based category produces over 95% <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A (Not applicable) results</a> for 7
consecutive days, it’s automatically <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_ezh_syk_32c" target="_blank">marked as inactive</a> and displays an
attention icon (<img class="image" id="topic_jqy_st2_m2c__image_ltd_rtx_h3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_prompt_attention.png" width="22">). You must update your prompt to gather
relevant insights before <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_wvk_pmf_q2c" target="_blank">marking it as active</a> again.</div>
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<p class="p" dir="ltr">Prompt-based AI insights can be accessed from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_ekx_yxq_mfc" target="_blank">AI page in the account settings</a>. </p>
<p class="p"><img class="image" id="topic_jqy_st2_m2c__image_pt4_sc1_l3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_AI_insights_page.png" width="850"></p>
<p class="p" dir="ltr">To ensure proper functionality for AI Insights in Zendesk QA, both the
<em class="ph i">Automatic scoring with AutoQA</em> and the <em class="ph i">LLM-based AutoQA</em>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">account settings</a> must be turned on. </p>
<p class="p" dir="ltr">If the <em class="ph i">AI suggestions</em> 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:</p>
<ul class="ul" id="topic_jqy_st2_m2c__ul_xmn_jwh_q3c">
<li class="li" dir="ltr">The main ask of your prompt</li>
<li class="li" dir="ltr">What it is</li>
<li class="li" dir="ltr">What it is not</li>
<li class="li" dir="ltr">You prompt answer description</li>
<li class="li" dir="ltr">An example of a negative prompt score</li>
<li class="li" dir="ltr">An example of a positive prompt score</li>
<li class="li" dir="ltr">What needs clarifying</li>
<li class="li" dir="ltr">Your prompt answer options</li>
</ul>
<p class="p" dir="ltr">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.</p>
<p class="p">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.</p>
<p class="p">If a prompt-based category produces over 95% <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">N/A (Not applicable) results</a> for 7
consecutive days, it’s automatically <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_ezh_syk_32c" target="_blank">marked as inactive</a> and displays an
attention icon (<img class="image" id="topic_jqy_st2_m2c__image_ltd_rtx_h3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_prompt_attention.png" width="22">). You must update your prompt to gather
relevant insights before <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842#topic_wvk_pmf_q2c" target="_blank">marking it as active</a> again.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_cfy_hv5_zfc">
<h2 class="title topictitle2" id="ariaid-title4">Related resources</h2>
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<p class="p" dir="ltr">See the following articles for more information about the AI insights in
Zendesk QA:</p>
<ul class="ul" id="topic_cfy_hv5_zfc__ul_tvp_3v5_zfc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9464975500954" target="_blank">Best practices for creating AI insights
prompts in Zendesk QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9250434748058" target="_blank">Prompt templates for Zendesk QA AI
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">Creating AI prompt-based rating
categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">Creating AI prompt-based spotlight
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9302967236890" target="_blank">Creating exact text-match AI insight rating
categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9486586566170" target="_blank">Creating exact text-match AI insight
spotlights</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466" target="_blank">Managing AI spotlight insights</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">Viewing and managing rating categories for
scorecards</a></li>
</ul>
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