AI Automation Dashboard

Spot patterns, fix gaps, and boost automation with Insights

Overview

The Insights page will give you a high level overview of how frequently your AI is fulfilling requests and how many times it needs to escalate to a person. You will be able to use this data to identify ways to improve the AI. This page will show your AI automation rate, most frequent escalations, and escalation topics.

AI Automation Rate

The AI Automation Rate shows the percentage of messages that were automatically responded to by AI and compares this rate to the previous period. The data shown and previous period can be changed under the Overview tab.

Escalations

Escalations are cases when the AI is unable to respond automatically. You will be able to see which type of escalation is the most frequent, and click into the row to see examples of this escalation.

There are 4 types of escalations:

1. Urgent tagged: If a topic is tagged as urgent, then the AI will not action this task. Tags can be managed under Settings > Inboxes > Conversation Tags

2. AI needs your help: The AI is unable to perform an action because it needs a person to confirm a task or authorize an action.

3. AI missing info: The AI is missing key information, so it cannot provide a response.

4. Message has attachments: We are only able to support photo and file attachments. The AI will not be able to send video attachments.

Escalations By Message Topic

Escalations by message topic shows which topics have the most escalations and their escalation type. You can click into each bar to see examples of conversations where the AI needed to escalate and the reasoning why.