AI for support teams · Autessa Support Desk
Assistant analytics and quality checks
Autessa Support Desk checks every conversation your Help Center AI assistant has. Assistant Analytics shows whether the customer’s task was completed, whether everything the assistant said was grounded in its instructions and sources, and whether the customer was misled, and lists the conversations that need review.
The problem it solves
You cannot read every AI conversation
An AI assistant that answers customers is only as trustworthy as its worst answer. Nobody can read hundreds of transcripts, so problems hide. Quality checks read them all and bring the risky ones to you.
What you get
- Task completion: completed, partly completed, not completed, or no specific task.
- Grounding: fully grounded, partly grounded or not grounded in the assistant’s instructions and sources, with flags like “contradicts source” and “missing condition”.
- Misled: whether the customer was misled by something unsupported.
- A Needs review list of conversations that misled a customer or left a task undone.
- Each conversation shows what the customer asked for, a summary, topics, the full transcript and the evaluation.
- Totals for satisfied, neutral and unsatisfied conversations and top topics feed the dashboard and Weekly Insights.
How it works
How does assistant analytics and quality checks work in Autessa Support Desk?
Customers chat
Conversations with the Help Center assistant are mirrored into Support Desk when they close.
Each one is checked
An analyst records the task, topics and satisfaction, and a quality check scores completion, grounding and whether anyone was misled.
You review what matters
Open Needs review, read the transcript and the verdict, then fix the article or the assistant’s instructions.
Every option
Quality check results
| Option | What it does |
|---|---|
| Task | What the customer asked for, in one sentence. |
| Task completed | Completed, partially completed, not completed, no task. |
| Grounded | Grounded, partly grounded, not grounded, with the unsupported claims called out. |
| Misled | Misled the customer, or not misled. |
| Satisfaction | Satisfied, neutral, unsatisfied or unclear, with a score. |
| Topics | Short topic labels for the conversation. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | View assistant analytics, transcripts and evaluations. |
Where AI helps
The checks are run by AI evaluators on every assistant conversation. They grade the assistant; they do not change its answers.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
AI help assistant
The assistant whose conversations are checked.
Support Desk featureWeekly Insights
Assistant conversations and top topics appear in the digest.
Autessa productAutessa Evaluations
The evaluation platform behind the checks.
Autessa productAutessa AI Firewall
For protection of customer-facing AI beyond support.
FAQ
Questions about assistant analytics and quality checks
Straight answers. If something is not covered here, book a demo and ask us directly.
Can I see whether the AI assistant gave customers wrong answers?
Yes. Every conversation is checked for grounding and for whether the customer was misled, and risky ones are listed under Needs review.
What does “grounded” mean here?
Everything the assistant said is backed by its instructions and your sources. Partly or not grounded answers are flagged.
Do the checks change the assistant’s answers?
No. They grade conversations after the fact so you can fix the source article or the instructions.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours