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:

  • Automation Rate: X% Automation Potential
  • Automation Analysis: Your Top Topics
  • Training Expressions

Automation Rate: X% Automation Potential

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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

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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. 

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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

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

Training Expressions

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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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