Creating AI prompt-based spotlight insights

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<p id="docs-hc-snippet" style="display: none;">In Zendesk QA,rating categoriesgrade agents, whilespotlight insightsflag tickets.</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 custom AI prompt-based spotlight insights to flag text or voice conversations for review, using templates or prompts from scratch. They help you detect specific agent or customer behavior, competitor mentions, and other keywords or phrases. You can test prompts, review matches, and use scoring prompts to improve accuracy before creating the spotlight.</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">In Zendesk QA, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">rating categories</a> grade agents, while <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">spotlight insights</a> flag tickets.</p>
<p class="p" dir="ltr">Spotlight insights work with both text-based conversations and voice transcripts.
Various <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">out-of-the-box insights</a> help you identify specific
keywords or phrases in newly closed and synced conversations that indicate the need for
further analysis.</p>
<p class="p" dir="ltr">In addition to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466#topic_hvj_hvh_xdc" target="_blank">customizing some of these out-of-the-box spotlight
insights</a>, you can create new ones. You can create both <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9486586566170" target="_blank">text-match AI spotlights</a> that find exact phrases or keywords, and
prompt-based AI spotlights that ask specific questions about a conversation.</p>
<p class="p" dir="ltr">Zendesk QA prompt-based AI insights leverage the latest AI models, letting you
create custom AI spotlights from scratch or choose from our ready-to-use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9250434748058#topic_dfb_gzb_yfc" target="_blank">AI prompt templates</a>.</p>
<p class="p" dir="ltr">AI Prompt category criteria define agent behavior, while Spotlight criteria are
more flexible and can apply to either agent or customer behavior. For example, if you want to
highlight cases where either the agent or the customer mentions a direct competitor, you can
create a spotlight insight named "Competitor" and provide a list of competitor names, product
names, and features. </p>
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<div class="note tip">
<span class="tiptitle">Tip:</span> To ensure proper functionality, 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 setting</a> must be turned on.</div>
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<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_shb_hgd_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"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466" target="_blank">Managing AI spotlight insights</a></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 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>
<p class="p" dir="ltr"><strong class="ph b">To create a custom AI prompt-based spotlight insight</strong></p>
<div class="p">
<ol class="ol" id="topic-1__ol_r3v_ycr_ffc">
<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">Click <strong class="ph b">Create AI insight</strong>.</li>
<li class="li">Select the <strong class="ph b">Prompt-based AI insight</strong> type.</li>
<li class="li">(Optional) Click <strong class="ph b">Prompt templates</strong> to select a template from our ready-to-use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9250434748058" target="_blank">AI prompt templates</a>, then click <strong class="ph b">Use template</strong>.</li>
<li class="li">Enter an <strong class="ph b">AI insight name</strong>.<p class="p"><img class="image img-screenshot" id="topic-1__image_pmw_kjg_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_ai_prompt_spotlight.png" width="850"></p>
</li>
<li class="li">Under <strong class="ph b">Evaluation filters</strong>, select the type of participants you want to include in
the conversations to analyze, such as human agents and AI agents, the channels, tags, and
source types. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">Understanding conversation filter types in Zendesk
QA</a>.</li>
<li class="li">Customize any template to fit your specific needs or create a new prompt from
scratch:<ol class="ol" id="topic-1__ol_ihn_gvc_yfc" type="a">
<li class="li" dir="ltr">In <strong class="ph b">What do you want to detect?</strong>, clearly describe what this insight
should identify and accomplish. <p class="p">Specify whether the focus is on the behavior of
agents or customers, and use objective, measurable language. You can enter up to
2,000 characters. </p>
<p class="p">Be sure to follow our best practices for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9464975500954#topic_jqy_st2_m2c" target="_blank">writing prompts for AI insights</a> to ensure
your insights are accurate and actionable.</p>
</li>
<li class="li">Enter an additional scoring prompt, up to 128 characters, to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_edt_gbn_q2c" target="_blank">flag the Spotlight positively</a> when an answer
is rated. Be sure to follow our <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9464975500954#topic_zgc_kbr_ffc" target="_blank">scoring prompt-based AI insights best
practices</a> to ensure accurate evaluations. </li>
<li class="li">Enter an additional scoring prompt of up to 128 characters so the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_edt_gbn_q2c" target="_blank">Spotlight gets flagged negatively</a>.</li>
</ol>
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<div class="note note">
<span class="notetitle">Note:</span> If AI can't find a clear answer based on the prompts, the category is
automatically <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701093786#topic_y5g_2cj_4fc" target="_blank">rated as N/A</a>.</div>
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</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AI suggestions toggle is turned on in your account
settings</a>, click <strong class="ph b">Enhance</strong>. The system analyzes your prompt to resolve
ambiguity, vagueness, or poor formatting. It also refines your core intent by adding the
following details:<ol class="ol" id="topic-1__ol_rhl_m3s_p3c" type="a">
<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>
</ol>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Evaluation typically uses conversation data only. However, when
metadata elements appear in the prompt, such as response time, tags, channel, and
internal notes, they’re also taken into account during prompt evaluation. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9464975500954#topic_sbq_lw4_jhc" target="_blank">Writing prompts with metadata</a>. </div>
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</li>
<li class="li">(Optional) Click <strong class="ph b">Review the enhanced prompt </strong>to see what changed from your
original prompt and access detailed suggestions.</li>
<li class="li">(Optional) Click <strong class="ph b">Use original prompt </strong>to revert to your original prompt.</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AI suggestions toggle is turned off in your account
settings</a>, click <strong class="ph b">Validate</strong> to receive feedback and tips on how to improve
your prompt without changing it.</li>
<li class="li">Under <strong class="ph b">Suggested usage</strong>, select <strong class="ph b">Use as a spotlight</strong>.</li>
<li class="li">(Optional) Click <strong class="ph b">Test prompt</strong> to confirm that your prompt works correctly and
meets the specified criteria.<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">A conversation filter view</a> shows the total number of
conversations found based on the prompted insight.</p>
<p class="p"><img class="image img-screenshot" id="topic-1__image_vnc_byc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_prompt_select_for_testing.png" width="800"></p>
<p class="p">To keep the
pool of conversations for testing specific, the filter displays a list of closed
conversations created in the last seven days that have more than four replies, by
default, with a limit of 100 conversations. </p>
</li>
<li class="li">(Optional) Click <strong class="ph b">Select for testing</strong>. The conversations found using this prompt
are listed in the right-side panel, displayed 10 at a time.<p class="p"><img class="image img-screenshot" id="topic-1__image_mb2_h3d_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_ai_prompt_spotlight_test_review.png" width="800"></p>
</li>
<li class="li">(Optional) If you’ve validated and tested this prompt, then edited it and are testing it
again, a prompt history is displayed. This lets you view earlier versions of the prompt
and the match rate, which indicates the results evaluated based on that version. Check how
often auto review and manual review scores align to get a clearer overview of your prompt
performance. You can use this history to select the most suitable prompt version before
moving on to its final creation. <p class="p"><img class="image img-screenshot" id="topic-1__image_l2r_xxg_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_prompt_history_spotlight.png" width="450"></p>
</li>
<li class="li">Test your results:<ol class="ol" id="topic-1__ol_og5_pjd_tgc" type="a">
<li class="li">(Optional) Click <strong class="ph b">Review</strong> next to each conversation and manually score them
based on the prompt you are creating, so you can compare the results and see how often
auto review and manual review scores align. </li>
<li class="li">Click <strong class="ph b">Run auto review</strong> to see the results of your prompt conditions
automatically applied to all listed conversations under <strong class="ph b">Auto</strong>. <p class="p" dir="ltr">If
you see many conversations highlighted in yellow, this likely indicates a
misalignment between how you want to score conversations and how AI is scoring them.
You should consider rephrasing your prompt.</p>
<div class="note attention">
<span class="attentiontitle"></span> When
rephrasing what you want to detect with your prompt, if your changes are minor, you
can click <strong class="ph b">Run auto review </strong>again. However, if your changes are more
significant, such as modifying it to evaluate the agent instead of the customer, the
prompt type might change from spotlight to category. In this case, you'll need to
return to step 14 and click <strong class="ph b">Test prompt </strong>again.</div>
</li>
</ol>
</li>
<li class="li">Click <strong class="ph b">Create Spotlight</strong>.</li>
</ol>
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