The AI automation section of the Home Dashboard shows how much of your support volume the AI agent is handling on its own, and how that compares to conversations handled manually by your team.
AI automated vs manual (bar chart)
This chart breaks down every conversation in the selected period into two categories:
- Automated — conversations the AI agent resolved entirely on its own, without a human agent replying
- Manual — conversations that required a human agent to step in
The chart lets you see how the split changes over time, so you can track whether your AI agent is handling more or less of the volume as you add guidance rules, train it, or as your conversation mix changes.
AI automation rate
The automation rate is the share of total volume the AI agent resolves on its own. For example, if the AI resolved 300 out of 1,000 conversations, the automation rate is 30%.
A higher automation rate means your AI agent is deflecting more tickets, freeing up your team for more complex conversations.
How to improve your automation rate
- Add guidance rules — the more scenarios you cover in guidance, the more the AI can handle without escalating
- Train with response examples — add question-and-answer pairs to teach the AI how to handle specific topics
- Expand your Customer Portal — the AI uses your help articles as a knowledge base; more complete articles mean better answers
- Review knowledge gaps — check AI Agent → Knowledge gaps to see what topics customers are asking about that the AI can't currently answer