Discover in AI Agent Studio analyzes historical ticket data to identify support topics, knowledge gaps, and opportunities to automate repetitive support requests with employee-facing AI Agents. Discover helps admins:

• Identify high-volume and repetitive support topics that are suitable for automation.

• Find gaps or outdated information in the knowledge base.

• Prioritize AI Agent use cases based on ticket volume and operational data.

• Understand resolution patterns, response times, and support coverage.

• Identify simple tickets that can be handled by AI Agents to reduce manual effort.

Prerequisites

Ensure that you meet the following requirements before using Discover:

• You have administrator privileges or a custom role with access to AI Agent Studio.

• Your account has been active for more than three months or has handled more than 1,000 tickets.

• You have granted consent for AI Agent Studio to process and analyze historical ticket data.

How Discover works

Discover uses an AI Agent to analyze your historical ticket activity and generate account-specific insights. The analysis identifies patterns in ticket topics, support operations, and knowledge coverage.

The analysis follows this workflow:

1. You grant consent for Discover to analyze your ticket data.

2. Discover processes the available historical ticket data.

3. The system identifies topics, knowledge gaps, and operational patterns.

4. Discover generates insights and recommendations in the dashboard.

5. You review the insights to identify automation opportunities and improve your knowledge base.

The platform displays in-app notifications throughout this process. A banner prompts you to start the analysis, a confirmation message indicates when processing begins, and a notification appears when the analysis is complete.

Note: Accounts with high ticket volumes receive the complete set of Discover insights. Accounts with lower ticket volumes receive operational insights only.

Generate a Discover analysis

1. In your workspace, click Get started on the Discover banner.
   

2. Review the information about the data that Discover analyzes, including ticket topics, response patterns, and knowledge gaps.

3. Click Analyze my data to grant consent and start the analysis.

4. After the analysis is complete, click Go to Discover in the completion notification.

You can also access Discover directly from AI Agent Studio > Discover.

Review Discover insights

The Discover dashboard organizes the analysis into sections that help you evaluate automation opportunities and support performance.

Ticket volume and topics

The Where does your ticket volume come from? section groups tickets into topics and subtopics to show where support volume originates.

You can view the topic distribution in either of the following formats:

• Tree Chart: Displays topics as proportional blocks based on ticket volume. Use this view to quickly identify the topics contributing the most tickets.

• Table: Displays ticket counts and percentage distribution for more precise analysis.
  

To investigate a topic:

1. In Where does your ticket volume come from?, select a topic.

2. Review the AI Summary for the topic.

3. Review metrics such as Total conversations, Average resolution time, and Human hours spent.

4. Review the subtopic distribution to identify specific drivers of ticket volume.

For example, a Refund status topic can include subtopics such as Partial Refunds and Delayed Refund Processing. Use these insights to identify high-volume, repetitive requests that may be suitable for AI Agent automation.

Knowledge gaps

The Knowledge gaps to fix section identifies missing or incomplete knowledge based on customer conversations and recommends content changes. Discover provides the following recommendation types:

• New content: Identifies topics that require new knowledge articles.

• Edit content: Identifies existing articles that may require additional or updated information.

To review a recommendation:

1. Go to AI Agent Studio > Discover.

2. In the Knowledge gaps to fix section, review the recommendation cards.

3. Click Review content to inspect the recommended content and update the knowledge base.

4. Click View all to review all available content recommendations.

You can also review the conversations that contributed to a recommendation. Click the conversation count, such as Based on 140 conversations, to open the Tickets behind this topic drawer and review the underlying tickets.

Operational insights

Operational insights provide additional information about support performance and help identify areas where AI Agents can improve service efficiency. The available metrics include:

Note: AI Agents can respond in supported languages using your existing knowledge base without requiring separate language-specific training.

Export the Discover report

You can export the insights from the Discover dashboard as a PDF for offline review or stakeholder discussions.

1. Go to AI Agent Studio > Discover.

2. In the top-right corner of the dashboard, click Export as PDF.

3. Save the generated PDF.