Zendesk QA prompt-based AI insights library (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.

Zendesk QA prompt-based categories and spotlights leverage the latest AI models, allowing you to customize AI-powered prompts using natural language for quality autoscoring and risk detection.

The AI insights prompt library offers a curated selection of prompts focused on soft skills and organized by industry-specific needs, simplifying implementation.

You can use these prompts as-is or customize them to fit your specific requirements.

The following prompts are available in the AI prompt library:

• Category prompts
• Spotlight prompts

Category prompts list

Category prompts	Prompt	Description
General	Avoiding digressions	Did the agent focus solely on providing swift and concise resolutions without digressions?
	Clear instructions	Did the agent avoid open-ended questions and direct the problem solving with closed questions?
	Communication clarity	Did the agent use clear language, match the customer's preferred currency, and share relevant information effectively?
	Communication efficiency	Did the agent resolve the customer's issue within three or fewer conversation turns?
	Communication style	Did the agent avoid using derogatory words, slang, and complex vocabulary that might confuse the customer?
	Comprehension	Did the agent understand the customer's problem right away or did the customer have to explain their issue several times?
	Criticizing the company	Did the agent speak negatively about the company's processes and systems, about the company in general or about some service provider?
	Data privacy (CCPA)	Did the agent handle the client's personal information in accordance with the California Consumer Privacy Act (CCPA)?
	Data privacy (GDPR)	Did the agent handle the client's personal information in accordance with the General Data Protection Regulation (GDPR)?
	Demo offered	Did the agent offer the possibility for product demonstration?
	Effective questioning	Did the agent try to understand the concerns of the customer by asking relevant and clear questions?
	Emotional resonance	Did the agent show empathy and understanding, using phrases that acknowledge the customer's feelings, matching the customer's emotional state, showing patience, and avoiding dismissive language?
	First reply quality	Did the agent provide accurate information for the customer, ask specific questions and make it possible to solve the problem with the first reply?
	Lack of training	Did the agent admit that they lacked the training to resolve the customer's issue?
	PII sharing	Did the agent share or reveal any personally identifiable information (PII) throughout the conversation?
	Preferred channel promotion	Did the agent encourage the customer to use the preferred communication channel, such as chat instead of phone?
	Prescription Drug Marketing Act (PDMA)	Did the agent comply with the Prescription Drug Marketing Act when discussing or promoting prescription drugs?
	Process adherence	Did the agent adhere to policy and guidelines as follows: greet the customer, provide accurate and complete information, avoid making unrealistic or misleading promises to the customer, answer all the questions the customer raised?
	Question answering	Did the agent answer all the customer's questions in the conversation?
	Response matching	Did the agent provide a matching response to the customer's questions?
	Sales insight	Did the agent take the initiative when there were clear signs of a sales opportunity?
	Solving vs educating	Did the agent guide the customer to a knowledge base, website, or other resources before providing a direct solution to a technical issue?
	Unnecessary discount offer	Did the agent offer a discount to the customer without the customer asking for it?
	Unnecessary questions	Did the agent request the information that was already available earlier in the conversation?
Financial	Anti-money laundering awareness	Did the agent explain the importance of anti-money laundering (AML) measures to the customer? For example, when a customer was frustrated about transaction delays, did the agent clarify how AML measures protect both customers and the financial system from illegal activities?
	Clear disclosure	Did the agent provide clear and accurate information about fees, terms, and conditions for financial products and services as required by regulations like the Truth in Lending Act (TILA)?
	Customer verification	Did the agent verify the customer's identity before discussing account details?
	Effective questioning	Did the agent ask concise, relevant questions to help the customer solve their problem and identify if further vulnerability and affordability exploration was necessary?
	Tax compliance	Did the agent accurately discuss tax regulations, such as US sales tax and the EU Value Added Tax (VAT), when explaining pricing and billing?
	Transfer process	Did the agent instruct the customer on how to make a transfer and provide information about limits, block reasons, withdrawal methods, payment options, rates, fees, and guides available on the website?
	Truth in Lending Act (TILA)	Did the agent provide clear and accurate information about loan terms and costs, in compliance with the Truth in Lending Act?
Gaming	Age verification	Did the agent verify the customer's age before proceeding with the request?
	Communication initiative	Did the agent show resilience against manipulation and provocations, provide clear guidance, and take initiative during the conversation?
	Compensation	Did the agent provide compensation to the player when the situation demanded?
	Confident communication	Did the agent communicate confidently without using all caps, excessive emojis, grammatical negation, or signs of hesitation such as 'maybe', 'I guess', or 'probably'?
	Delay warning	Did the agent inform the customer that resolving the request might take longer than 5 minutes?
	Objection handling	Did the agent control the conversation and set clear expectations about the next steps in the conversation?
	Product knowledge	Did the agent clearly explain games and promotions?
Manufacturing	Installation assistance	Did the agent assist with device installation?
	Order status	Did the agent provide accurate production timelines, shipping dates, and delivery schedules?
	Return policy	Did the agent inform the customer about the return policy?
	Shipping options	Did the agent inform the customer about available shipping methods, costs, and estimated delivery times?
	Troubleshooting	Did the agent provide assistance with troubleshooting the malfunctioning equipment?
Power and utilities	Accurate problem solving	Did the agent address additional concerns and inquiries from the customer completely and accurately?
	Criticizing products	Did the agent talk disparagingly or negatively about our products?
	Financial guidance	Did the agent share trading suggestions to the customer?
	PII sharing	Did the agent provide information about date of birth, bank account, credit card number or social security number?
	Sharing confidential information	Did the agent share information not necessarily available to the public, such as new listings, marketing strategies, and so on?
	Unnecessary financial guidance	Did the agent share trading tips or suggestions that can lead to customer losing their assets?
Retail	Appropriate discount offer	Did the agent offer percentage discount at the right time?
	Communication alignment	The agent fully aligned with the customer's effort level (e.g., highly empathetic and reassuring when high effort was detected).
	Consumer rights	Did the agent show that they know and adhere to consumer protection laws, such as the US Federal Trade Commission (FTC) regulations and the EU Consumer Rights Directive, when addressing client concerns and complaints?
	Credit card details	Did the agent ask the customer for entering credit card details instead of telling the customer to call?
	Delivery time	Did the agent provide the correct delivery time frame of 14 business days and advise the customer about the delivery process?
	Sale saving	Did the agent try to save the sale after learning why the customer needed to return or cancel their order?
	Unnecessary refund offer	Did the agent offer store credit or exchange instead of refund?
Security	Consent verification	Did the agent verify that the client provided informed consent before proceeding with any actions that involve their personal data?
	Data access guidance	Did the agent guide the client on how to formally request access to their personal data held by the company?
	Data breach reporting	Did the agent inform the client about the process for reporting a data breach, including their rights and the timeline for notification?
	Data retention policy	Did the agent explain the company's data retention policy to the client, including how long their personal information will be stored and the rationale behind it?
	Data rights information	Did the agent inform the client of their rights to access, correct, or delete their personal information?
	Data storage duration	Did the agent inform the client how long their data will be stored and the rationale behind it?
	Data usage disclosure	Did the agent provide information on how the client's personal information will be used?
	Explicit consent obtained	Did the agent obtain explicit consent from the client before processing their personal information?
	Privacy compliance explanation	Did the agent explain the importance of data privacy compliance to the customer during the interaction?
	Third-party sharing disclosure	Did the agent disclose whether the client's personal information would be shared with third parties?
Transportation	Compensation handling	Did the agent provide clear instructions regarding policies for lost, delayed, or damaged luggage and instructed the customers to seek assistance?
	Lost items	Did the agent provide clear information on collecting lost items?
	Policy comprehension	Did the agent clarify policies regarding cancellations, changes, baggage allowances, and other travel regulations?
	Qualify customer	Did the agent confirm the lead passenger's name, booking reference, email, flight number and/or departure date before proceeding with the request?
	Rebooking options	Did the agent assist the customer in finding alternative travel arrangements quickly if travel plans changed Unexpectedly?

Spotlight prompts list

Spotlight prompts	Prompt	Description
General	Churn risk	Is the customer at a churn risk, showing signs of frustration, anger, or multiple complaints in the same conversation? Answer yes if any of the above criteria is met.
	Competitor mention	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.
	Customer contradicting themselves	Did the customer contradict themselves throughout the conversation and provide inconsistent information or conflicting requests? Answer yes if all of the above criteria is met.
	Feature request	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.
	Negative sentiment target	Did the customer express negativity, frustration, discontent, or anger? Answer yes if any of the above criteria is met.
	Negative sentiment caused by agent	Is the negative customer sentiment caused by the agent?
Financial	Inquiries about account restrictions	Did the customer express frustration or confusion about sudden restrictions on their accounts, especially if they cannot provide satisfactory explanations for recent transactions? Answer yes if any of the above criteria is met.
	Claims of fraudulent activity	Did the customer report unauthorized transactions or claim their accounts have been compromised without clear evidence? Answer yes if any of the above criteria is met.
	Signs of fraudulent activity	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.
	Reluctance to provide information	Did the customer appear evasive and unwilling to provide necessary identification information? Answer yes if all of the above criteria is met.
	Potentially vulnerable customer	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.
Gaming	Deposit limit	Did the customer request to set a deposit limit on their account?
	Dispute	Did the customer dispute game outcomes or betting results? Answer yes if any of the above criteria is met.
	Risky customer	Did the customer claim to be in distress or experience problems related to their gambling? Answer yes if any of the above criteria is met.
	Risky customer	Did a third party (e.g., spouse or relative) express concerns about the customer's gambling behavior?
	Self-exclusion request	Did the customer request self-exclusion or limits on deposits? Answer yes if any of the above criteria is met.
Manufacturing	Documentation request	Did the customer claim that the documentation is missing or request some information related to documentation? Answer yes if any of the above criteria is met.
	Installation problems	Are there any installation problems discussed in the conversation?
	Order modifications	Did the customer request to change or cancel their order due to claimed changes in requirements or specifications? Answer yes if any of the above criteria is met.
	Product availability	Did the customer inquire about the availability of a specific product or component, including lead times for production or replenishment? Answer yes if any of the above criteria is met.
	Quality	Did the customer report a quality issue or express discontent with the product quality? Answer yes if any of the above criteria is met.
	Warranty issue	Did the customer report a warranty issue?
Power and utilities	Billing inquiry	Did the customer describe a problem with their bill, including charges, fees, or discrepancies in billing amounts? Answer yes if any of the above criteria is met.
	Emergency report	Did the customer contact to report an emergency, such as downed power lines, gas leaks, or other hazardous situations? Answer yes if any of the above criteria is met.
	Environmental problems	Did the customer inquire about programs related to sustainability, renewable energy initiatives, or compliance with environmental regulations? Answer yes if any of the above criteria is met.
	Equipment malfunction	Did the customer report issues with equipment such as smart meters, thermostats, or renewable energy systems? Answer yes if any of the above criteria is met.
	Reported outages	Did the customer report a power outage or service interruption and seek information on the cause and estimated restoration times? Answer yes if all of the above criteria is met.
	Technical issues	Did the agent or the customer experience a technical problem during the conversation or while solving the customer's issue? Answer yes if any of the above criteria is met.
	Usage inquiry	Did the customer request information about consumption patterns, tips for reducing usage, and understanding usage charges? Answer yes if all of the above criteria is met.
Retail	Clarification on offers	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.
	Compensation	Did the customer express unhappiness with the product and request compensation? Answer yes if all of the above criteria is met.
	Complaints	Did the customer express dissatisfaction with a product and seek resolution? Answer yes if all of the above criteria is met.
	Delivery issue	Did the customer claim to have problems with their delivery?
	Return process/policies	Did the customer require information about the return process and policies due to claims that this information is not available in the knowledge base?
Transportation	App/website problem	Did the customer reach out due to issues with the booking platform or tracking system? Answer yes if any of the above criteria is met.
	Cancellation request	Did the customer have a request about ride cancellation and refunds? Answer yes if all of the above criteria is met.
	Customer frustration target	Did the customer express upset about delays, cancellations, or other negative experiences with the service? Answer yes if any of the above criteria is met.
	Insurance	Did the customer ask for guidance to fill in the insurance claim?
	Outdated information	Did the customer claim to have information that is no longer relevant or accurate due to changes in policies, schedules, or procedures? Answer yes if any of the above criteria is met.
	Service quality issue	Did the customer have a complaint about service quality, such as delays, rude staff, or unsatisfactory travel conditions? Answer yes if any of the above criteria is met.

Tip: To confirm that your prompt is working correctly and finding your prompted criteria, filter the conversations based on the prompted results.