About the automation report for advanced AI agents (Legacy)

This article applies only to expression-based AI agents, which is functionality that moved into legacy status in December 2024. For more information, see About AI agents.






The Automation Report is a powerful tool that provides
insights into automation potential and helps you
find training data and common topics in your historical
conversational data.

This article covers:


Custom Resolution Rate: X% Automation Potential


Automation Analysis: Your Top Topics


Training Expressions


Custom Resolution Rate: X% Automation Potential





All the data is based on the actual performance of
your customer support team. We calculate the potential
AI impact based on the effectiveness of the model
and use a high "confidence threshold" in these calculations
in order to minimize false-positive predictions.


Suggested Intents




This is the topic visualization and data table at
the bottom of the report. This is where the real
value of the Automation Report comes in. Here we
visualize the most common intents the AI has found
in your data.





By clicking on Explore & Train
of any of the topics will take you to the list of
messages from your data that our AI pre-clustered
for you.




Search Settings




The search settings enable you to refine the search
based on similar language and factor in multi-linguality.


Training Expressions













When you select messages,
they will be highlighted
and the AI will also highlight
subsequent messages that
it believe is similar to
make your selecting faster
and easier on the eyes to
identify good messages quickly.
On the left-hand side you
will see the list of Intents
and the AI will suggest if
any of the created Intents
are similar to add those
expressions to those. To
add them to an intent, go
to that row and the Train button
will appear. Otherwise, the
expressions can be added
to a new intent by selecting
the Create Intent
button.













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