Viewing and using the automation potential report to create or enhance AI agents

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<p id="docs-hc-snippet" style="display: none;">The automation potential report is a powerful tool that shows you how to leverage AI agents to automatically answer customer questions. The report analyzes your last 90 days of ticket data and provides insights on how you can increase your ticket automation rates.</p>
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<p class="p">The automation potential report is a powerful tool that shows you how to leverage AI
agents to automatically answer customer questions. The report analyzes your last 90 days
of ticket data and provides insights on how you can increase your ticket automation
rates. </p>
<p class="p">Specifically, the automation potential report shows you areas where you: </p>
<ul class="ul" id="ess_automation_potential__ul_lgy_g2y_4hc">
<li class="li">Already have help center content that could be leveraged by a new AI agent to
automatically answer customer questions. </li>
<li class="li">Need to create help center content to allow an existing AI agent to answer customer
questions. </li>
</ul>
<p class="p">From the report, you can quickly jump to creating a new AI agent or enhancing an existing
one, guiding you through the automations step by step. </p>
<p class="p">You must be an admin to view the automation potential report. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ess_automation_potential__ul_c4k_32y_4hc">
<li class="li"><a class="xref" href="#topic_qtd_rtr_1jc">Turning the automation potential report on or off</a></li>
<li class="li"><a class="xref" href="#topic_ncg_l2y_4hc">Viewing the automation potential report</a></li>
<li class="li"><a class="xref" href="#topic_w1c_m2y_4hc">Viewing customer questions that could be answered by an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_tk5_m2y_4hc">Automatically generating help center articles to close knowledge gaps</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qtd_rtr_1jc">
<h2 class="title topictitle2" id="ariaid-title2">Turning the automation potential report on or off</h2>
<div class="body">
<p class="p">In most accounts, the automation potential report is turned on by default. However,
you can turn it off or back on at any time. </p>
<p class="p"><strong class="ph b">To turn the automation potential report on or off</strong></p>
<div class="p">
<ol class="ol" id="topic_qtd_rtr_1jc__ol_z3y_str_1jc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qtd_rtr_1jc__d8e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">View automation potential</strong>. </li>
<li class="li">Click <strong class="ph b">Manage settings</strong> in the top-right corner. </li>
<li class="li">Select or deselect <strong class="ph b">Enable automation potential</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ncg_l2y_4hc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing the automation potential report</h2>
<div class="body">
<p class="p">You can view the automation potential report in Admin Center. The report’s results
are segmented by brand, as you can have only one AI agent per brand. Within each
brand's report, you can see the predicted automation potential calculated based on a
subset of tickets in your account. </p>
<p class="p">To be included in the subset used for calculation, tickets must meet all of the
following criteria: </p>
<ul class="ul" id="topic_ncg_l2y_4hc__ul_xyb_t2y_4hc">
<li class="li">Requester is an end user</li>
<li class="li">On one of the following channels: Web form, Email, Web service (API), Web
Widget, and messaging channels (including native Zendesk messaging, WhatsApp,
Facebook Messenger, Instagram DM, and more) </li>
<li class="li">In a Closed or Solved status </li>
<li class="li">Ticket is public (no <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842918298" target="_blank">private tickets</a>) and is in a public
group (no <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4767122732058" target="_blank">private groups</a>)</li>
<li class="li">Solved in the last 90 days</li>
</ul>
<p class="p">However, note that not all tickets that match this criteria have a topic detected.
This can be due to a lack of similarity to other topics (one-offs), tickets
containing a mix of topics, and tickets that were excluded due to lack of content
quality. These restrictions help focus the report on recurring patterns where
automation can make the biggest impact.</p>
<p class="p">The results of the automation potential report refresh every week, with new tickets
that meet the criteria above added to the results. </p>
<p class="p">You might not see report results if you’ve opted out of Zendesk AI features or if
your account is a trial account, has fewer than 90 days of data, or doesn’t have
enough relevant ticket data in the last 90 days. </p>
<p class="p">If a previously active account goes through a period of time without enough ticket
data to generate new insights, the last generated report appears for up to 90 days. </p>
<p class="p"><strong class="ph b">To view the automation potential report</strong></p>
<div class="p">
<ol class="ol" id="topic_ncg_l2y_4hc__ol_zgp_52y_4hc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ncg_l2y_4hc__d8e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">View automation potential</strong>.<p class="p"><img class="image" id="topic_ncg_l2y_4hc__image_ytl_dhy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_automation_potential_view.png" width="300"></p>
<p class="p">The automation potential
report appears.</p>
<p class="p"><img class="image" id="topic_ncg_l2y_4hc__image_ovp_1hy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_automation_potential_report_ga.png" width="600"></p>
</li>
<li class="li">(Optional) Use the brand selector to the right of the report name to select
the brand you want to view information for. </li>
<li class="li">Review the report’s information: <ul class="ul" id="topic_ncg_l2y_4hc__ol_zpg_1fy_4hc">
<li class="li">The following high-level metrics include:<ul class="ul" id="topic_ncg_l2y_4hc__ul_z2n_bwr_1jc">
<li class="li">
<strong class="ph b">Automation potential using knowledge</strong>: The percentage
and number of tickets that could be automatically resolved
using knowledge sources connected to an AI agent. This
estimate is drawn from an analysis of your tickets by a
specially tuned large language model (LLM) that assesses
ticket topics for automatability, complexity, and agent
effort, and then assigns an estimated score based on how
automatable those tickets are likely to be.</li>
<li class="li">
<strong class="ph b">Covered by knowledge</strong>: The number of tickets that
could be automatically answered based on information you
already have in your help center.</li>
<li class="li">
<strong class="ph b">Knowledge gaps</strong>: The number of tickets that couldn't
be automatically answered based on information currently in
your help center.</li>
</ul>
</li>
<li class="li">The Automation potential by topic section includes the following
tabs that explore the topics your customers are submitting tickets
about and whether you can handle these automatically.<ul class="ul" id="topic_ncg_l2y_4hc__ul_d3g_cvr_1jc">
<li class="li">
<strong class="ph b">Covered by knowledge</strong>: This tab shows the topics
customers are asking about that can be automated right away
based on information you already have in your help center.
See <a class="xref" href="#topic_w1c_m2y_4hc">Viewing customer questions that could be answered by an AI agent</a>.</li>
<li class="li">
<strong class="ph b">Knowledge gaps</strong>: This tab shows the topics customers
are asking about that can’t currently be answered based on
information in your help center. See <a class="xref" href="#topic_tk5_m2y_4hc">Automatically generating help center articles to close knowledge gaps</a>. </li>
</ul>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_w1c_m2y_4hc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing customer questions that could be answered by an AI agent</h2>
<div class="body">
<p class="p">In the automation potential report, the Covered by knowledge tab shows topics,
grouped into similar categories, where you already have articles in your help center
that an AI agent could use to automatically answer your customers’ questions. From
this tab, you can quickly create a new AI agent that can answer customer questions
on these topics, increasing your automation rates. </p>
<p class="p"><strong class="ph b">To view customer questions that could be answered by an AI agent</strong></p>
<div class="p">
<ol class="ol" id="topic_w1c_m2y_4hc__ol_ywd_gfy_4hc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_w1c_m2y_4hc__d8e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">View automation potential</strong>.</li>
<li class="li">Select the <strong class="ph b">Covered by knowledge</strong> tab. </li>
<li class="li">Click a category to expand it and review its information.<div class="p">
<div class="note tip" id="topic_w1c_m2y_4hc__note_p3f_p3y_4hc">
<span class="tiptitle">Tip:</span> Categories are marked as high,
medium, or low impact based on their estimated automation rate. For
the biggest benefit, prioritize high-impact categories. </div>
</div>
<p class="p"><img class="image" id="topic_w1c_m2y_4hc__image_lvc_chy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_automation_potential_password_reset_ga.png" width="600"></p>
Here, you can see how many
tickets your customers submitted that matched this category. You can also
see the estimated automation rate for this category specifically. <p class="p">Within
the category, you can see individual topics that you already have help
center articles about, which could be used by an AI agent to answer
customer questions about these topics. You can also see example tickets
related to this category, which you can open to confirm that the topic
and the conversation in the ticket match.</p>
</li>
<li class="li">Hover over a topic within the category and click <strong class="ph b">View sample
response</strong>.<p class="p">A panel on the right appears, showing how an AI agent
could use your existing help center content to answer a hypothetical
question from a customer about this topic. </p>
<p class="p"><img class="image" id="topic_w1c_m2y_4hc__image_qtp_fhy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_automation_potential_sample_response.png" width="300"></p>
</li>
<li class="li">Repeat the step above for as many topics as you want to view sample
responses for. </li>
<li class="li">Click <strong class="ph b">Create AI agent</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">create a new AI agent</a>. </li>
</ol>
</div>
<p class="p">After the AI agent is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">published</a>, your new AI agent can use your existing help
center content to generate answers to customer questions about any of the topics,
across all categories, identified in the automation potential report. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_tk5_m2y_4hc">
<h2 class="title topictitle2" id="ariaid-title5">Automatically generating help center articles to close knowledge gaps</h2>
<div class="body">
<p class="p">In the automation potential report, the Knowledge gaps tab shows topics, grouped into
similar categories, where you don’t currently have any help center articles that the
AI agent can use to answer customer questions about the topic. From this tab, you
can quickly create articles using generative AI to fill these gaps and automate
future tickets on these topics. </p>
<p class="p"><strong class="ph b">To automatically generate an article to close a knowledge gap</strong></p>
<div class="p">
<ol class="ol" id="topic_tk5_m2y_4hc__ol_u3j_2gy_4hc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tk5_m2y_4hc__d8e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click <strong class="ph b">View automation potential</strong>.</li>
<li class="li">Select the <strong class="ph b">Knowledge gaps</strong> tab. </li>
<li class="li">Click a category to expand it and review its information. <div class="p">
<div class="note tip" id="topic_tk5_m2y_4hc__note_g3b_q3y_4hc">
<span class="tiptitle">Tip:</span> Categories are marked as high,
medium, or low impact based on their estimated automation rate. For
the biggest benefit, prioritize high-impact categories.</div>
</div>
<p class="p"><img class="image" id="topic_tk5_m2y_4hc__image_zv4_ghy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_automation_potential_warranty_claims_ga.png" width="600"></p>
Here, you can see how many
tickets your customers submitted that matched this category. You can also
see the estimated automation rate for this category specifically. <p class="p">Within
the category, you can see individual topics that would benefit from a
help center article. You can also see example tickets related to this
category, which you can open to confirm that the topic and the
conversation in the ticket match. </p>
</li>
<li class="li">Hover over a topic you want to create a help center article for and click
<strong class="ph b">Generate article draft</strong>.<p class="p">You’re taken to the article editor in
Knowledge, where the draft of an article is automatically generated for
you based on your ticket data from the last 90 days.</p>
<p class="p"><img class="image" id="topic_tk5_m2y_4hc__image_dqh_hhy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_automation_potential_generated_article.png" width="600"></p>
</li>
<li class="li">Review the content of the article and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185667124506#topic_ixw_bww_cfc" target="_blank">edit it</a> as necessary. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778#topic_bpt_tdq_cy" target="_blank">Configure the article’s settings</a>,
including its viewer permissions and placement within your help center.<div class="p">
<div class="note" id="topic_tk5_m2y_4hc__note_pzg_lgy_4hc">
<span class="notetitle">Note:</span> If you restrict the article’s viewer
permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8087943201306" target="_blank">Using restricted help center
content in AI agent responses</a> for information on how the
AI agent can use its content in responses to customers. </div>
</div>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778#topic_ngr_25x_cfc" target="_blank">Save and publish</a> the article.
</li>
</ol>
</div>
<p class="p">After the article is published, your AI agent can begin using it to generate answers
to customer questions after it has been reindexed by your help center, which usually
takes a matter of minutes.</p>
</div>
</div>
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