Creating AI prompt-based spotlight insights (EAP)

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

Quick Look: Zendesk QA > Settings > AI

Prompt-based AI insights are currently in an early access program (EAP). You can sign up for the EAP here.

In Zendesk QA, rating categories are great for assessing customer conversations and scoring agents. Spotlight insights are best for providing insights into the quality of your conversations, helping you handpick critical conversations for manual review.

Spotlight insights work with both text-based conversations and voice transcripts, with various out-of-the-box insights to help you identify specific events or signals for further analysis.

They automatically surface newly synced, closed conversations by identifying and labeling specific keywords or phrases. 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.

In addition to customizing the standard spotlight insights, you can also create new ones.

You can create both prompt based spotlights, to ask specific questions about a conversation, and exact text-match spotlights, to find specific phrases or keywords.

Admins and account managers can create up to five custom spotlight insights.

To create a new AI prompt-based spotlight insight

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click AI.
4. Click Create AI insight.
5. Select the Prompt based AI insight type.

   

6. Enter an AI insight name.
7. Under AI insight description, write your prompt by clearly describing what this insight should identify and accomplish. Enter a prompt of up to 2,000 characters specifying the behavior you want to detect, focusing on either agents or customers.

   Be sure to follow our best practices for writing prompt-based AI insights to ensure your insights are accurate and actionable.

   Tip: Click See examples to select a prompt from our ready-to-use AI prompt library. You can customize any prompt to fit your specific needs.
8. Under Detection conditions, enter an additional scoring prompt of up to 128 characters so the Spotlight gets flagged positively.
   Tip: Follow our scoring AI prompt-based insights best practices to ensure accurate evaluations.
9. Under Absence conditions, enter an additional scoring prompt of up to 128 characters so the Spotlight gets flagged negatively.
10. Click Validate to receive feedback and tips on how to improve your prompt.
11. Select Use as a Spotlight.
12. Click Create Spotlight.
    To confirm that your prompt is working correctly and finding your prompted criteria, filter the conversations based on the prompted results.