Prompt templates for Zendesk QA AI insights

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">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.</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">Zendesk QA <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">prompt-based categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">spotlights</a> 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. Rating
categories grade agents, while spotlight insights flag tickets.</p>
<p class="p">When creating new AI insights, you can access AI prompt templates by clicking the Prompt
templates button.</p>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic_sjx_ns2_m2c__ul_bp3_hyb_yfc">
<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>
<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>
</ul>
<p class="p" dir="ltr">Categories are used to score how an agent handled a specific aspect of an
interaction. Spotlights help you flag or detect something about the conversation itself,
either about agent or customer behavior. </p>
<p class="p" dir="ltr">The following prompt templates are available:</p>
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<img class="image img-screenshot" id="topic_sjx_ns2_m2c__image_vzx_3d2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_prompt_library.png" width="800">
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Category and Spotlight templates</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Question answering</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the agent answer all the customer's questions in
the conversation?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Communication style</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Did the agent avoid using derogatory words, slang, and complex
vocabulary that might confuse the customer?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unnecessary questions</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the agent request information that was already
available in the conversation?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solving vs educating</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Did the agent guide the customer to a knowledge base, website, or
other resources before providing a direct solution to a technical
issue?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Clear instructions</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the agent avoid open-ended questions and direct the
problem solving with closed questions?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Confident communication</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Did the agent communicate confidently without using all caps,
excessive emojis, grammatical negation, or signs of hesitation such
as 'maybe', 'I guess', or 'probably'?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Customer verification</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the agent verify the customer's identity before
discussing account details?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Response matching</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the agent provide a matching response to the
customer's questions?</td>
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<td class="entry row-nocellborder" style="vertical-align:top;">Criticizing the company</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Did the agent speak negatively about the company's
processes and systems, about the company in general or about some
service provider?</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Spotlight templates</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Quality</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the customer report a quality issue or express
discontent with the product quality? Answer yes if any of the above
criteria is met.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Delivery issue</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Did the customer claim to have problems with their
delivery?</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Clarification on offers</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">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.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Potentially vulnerable customer</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">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.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Feature request</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">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.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Competitor mention</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">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.</td>
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<td class="entry row-nocellborder" style="vertical-align:top;">Signs of fraudulent activity</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">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.</td>
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