> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Increase Automation

> Read the impact report, find where the AI gets stuck, and prioritize the next fix — more knowledge, a new action, or a topic routed to humans.

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.

## Read The Report

Open **[Reports → Impact Dashboard](https://platform.open.cx/reports/impact-dashboard)**. The summary shows your automation rate. For the conversations that escalated, open **[Reports → Handoff Insights](https://platform.open.cx/reports/handoff-insights)** — it clusters handoffs by reason so you can see why the AI gave up, not just how often.

## 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](/knowledge/sources/overview) — add missing docs, enable a crawler, sync a help center |
| *"Needed to take an action I can't"* — look up order, cancel, refund | [AI Actions](/actions/introduction) — build the endpoint the AI asked for                                 |
| *"Topic should not be handled by AI"*                                | [Handoff topics](/handoff/topics) — you've already configured this correctly                              |
| *"Customer asked for a human"*                                       | Nothing to fix — explicit requests are always honored                                                     |

## The Cadence

<AccordionGroup>
  <Accordion title="Weekly — skim the summary" icon="calendar-week">
    Five-minute check. Automation rate up or down? Which reason moved most? Log anything surprising.
  </Accordion>

  <Accordion title="Monthly — open the escalated list" icon="calendar-days">
    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.
  </Accordion>

  <Accordion title="Quarterly — audit the fixes landed" icon="calendar-check">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Knowledge Sources" icon="brain" href="/knowledge/sources/overview">
    Train the AI from docs, help centers, and the web.
  </Card>

  <Card title="AI Actions" icon="bolt" href="/actions/introduction">
    Give the AI real tools to solve real problems.
  </Card>

  <Card title="Handoff Topics" icon="shield-halved" href="/handoff/topics">
    Send specific topics straight to humans.
  </Card>

  <Card title="Human Handoff" icon="user-group" href="/handoff/introduction">
    The escalation flow every fallback follows.
  </Card>
</CardGroup>