Assist performance
Where Assist answers confidently, where agents rejected it, and where it has no answer.
Suggestions shown
3,482
↑ 6.4%
Accepted
68%
↑ 4.1%
Rejected by agent
9%
↓ 1.2%
No answer found
12%
↓ 2.0%
Answering confidently
Highest acceptance categories
Order issues › Damaged in transit
412 suggestions
Billing › Refund status
268 suggestions
Returns › Return window
191 suggestions
Struggling to answer
Low acceptance or no answer found
Technical › Checkout failure
No source in Brain for 3DS errors
Account › SSO reset
Answers outdated after policy change
Billing › Tax invoices
Region-specific rules missing
Agent feedback reasons
Why agents marked a suggestion wrong
- Not accurate
- 126 (48%)
- Out of date
- 64 (24%)
- Wrong context
- 41 (16%)
- Too slow to appear
- 31 (12%)
Coverage gaps to fix
Send these to Brain as learning items
How do I refund a 3DS-declined payment?
What is the SSO reset flow after the March policy change?
Which tax invoice applies for EU business customers?