Creating AI prompt-based spotlight insights

Leverage AI prompt-based spotlight insights to enhance quality autoscoring and risk detection in customer conversations. Customize AI prompts to identify key phrases or behaviors, and create new insights for manual review. Manage up to 10 active insights per account, focusing on text-based interactions. Use the AI prompt library and follow best practices for accurate, actionable insights.




Location: Zendesk QA > Settings > AI

Zendesk QA prompt-based AI insights leverage the latest AI models, allowing you to
customize AI-powered prompts using natural language for quality autoscoring and risk detection.
In Zendesk QA, rating categories are great at assessing customer conversations and
scoring agents, while spotlight insights are best at providing insights into
the quality of your conversations and helping you handpick critical conversations for manual
review.
Spotlight insights work with both text-based conversations and voice transcripts.
Various out-of-the-box insights help you identify specific
keywords or phrases in newly closed and synced conversations that indicate the need for
further analysis.
In addition to customizing some of these out-of-the-box spotlight
insights, you can create new ones. You can create both text-match AI spotlights that find exact phrases or keywords, and
prompt-based AI spotlights that ask specific questions about a conversation.
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 'Competitor' and
provide a list of competitor names, product names, and features.
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About AI insights in Zendesk QA
Managing AI spotlight insights

Admins and account 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.
To create a custom AI prompt-based spotlight insight



In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar ( ) under Account, click
AI.
Click Create AI insight.
Select the Prompt based AI insight type.
Enter an AI insight name.
Under AI insight description, click Prompt library to select a prompt from
our ready-to-use AI prompt library. Click Use prompt. You can also customize any prompt to fit your specific needs or create a new
prompt from scratch:

In What do you want to detect?, clearly describe what this insight
should identify and accomplish. 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.
Be sure to follow our best practices for writing prompts for AI insights to ensure
your insights are accurate and actionable.

(Optional) Turn on Custom instructions to answer the following four
additional questions that can help you create a more effective prompt. You can enter
up to 500 characters for each question:

How do you define the thing you want to detect? For example, "Did the
agent use clear and concise language to address the customer’s questions and
provide next steps?"

What doesn't count as the thing you want to detect? For example, "This
prompt does not evaluate tone, politeness, or empathy; it strictly focuses on
the clarity and coherence of communication."

Positive example (optional). Provide a sample message or scenario that
meets the prompt’s criteria, illustrating expected outcomes. For example, "I
have reviewed your issue and here are the next steps you should follow: first,
reset your password, then try logging in again.”


Negative example (optional). Show a sample message or scenario that fails
to meet the criteria, helping AI distinguish errors or irrelevant cases. For
example, "​​Regarding the issue you reported, try checking this article and if
that doesn’t work, contact us."


In Detection conditions, enter an additional scoring prompt, up to 128
characters, so the Spotlight gets flagged positively. Be sure to
follow our scoring prompt-based AI insights best
practices to ensure accurate evaluations.
In Absence conditions, enter an additional scoring prompt of up to 128
characters so the Spotlight gets flagged negatively.


Click Validate to receive feedback and tips on how to improve your prompt.
Under Suggested usage, select Use as a spotlight.
(Optional) Click Test prompt to confirm that your prompt works correctly and meets
the specified criteria. A conversation filter view shows the total number of
conversations found based on the prompted insight.

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.

(Optional) Click Select for testing. The conversations found using this prompt
are listed in the right-side panel, displayed 10 at a time.

(Optional) Test your results:
(Optional) Click Review 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.
Click Run auto review to see the results of your prompt conditions
automatically applied to all listed conversations under Auto. 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.

When
rephrasing what you want to detect with your prompt, if your changes are minor, you
can click Run auto review 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 10 and click Test prompt again.



Click Create Spotlight.