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Your automation rate is the share of conversations the AI resolved on its own. When it plateaus, the fix is almost always one of three things: missing knowledge, missing actions, or a topic the AI shouldn’t be touching. The impact report tells you which.

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Read The Report

Open Reports → Impact Dashboard. The summary shows your automation rate. For the conversations that escalated, open Reports → Handoff Insights — it clusters handoffs by reason so you can see why the AI gave up, not just how often.

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Prioritize The Fix

Work top-down through the reasons. Don’t try to fix everything in one pass.
If most handoffs say…The fix lives in…
”Couldn’t find an answer” or “No relevant knowledge”Knowledge sources — add missing docs, enable a crawler, sync a help center
”Needed to take an action I can’t” — look up order, cancel, refundAI Actions — build the endpoint the AI asked for
”Topic should not be handled by AI”Handoff topics — you’ve already configured this correctly
”Customer asked for a human”Nothing to fix — explicit requests are always honored

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The Cadence

Five-minute check. Automation rate up or down? Which reason moved most? Log anything surprising.
Read 10–20 escalated conversations end to end. Cluster them by root cause. Each cluster becomes a knowledge update, an action to build, or a topic to add.
Did the automation rate move after you shipped the last round? If not, the fix didn’t address the real bottleneck — re-read the escalations before building more.

Knowledge Sources

Train the AI from docs, help centers, and the web.

AI Actions

Give the AI real tools to solve real problems.

Handoff Topics

Send specific topics straight to humans.

Human Handoff

The escalation flow every fallback follows.