Home ClaudIA Features Section Reuse Limit Rule

Section Reuse Limit Rule

Last updated on Aug 12, 2025

What is it and why does it matter?

During a conversation, ClaudIA may refer to the same response sections (such as instruction blocks, error messages, or automated explanations) multiple times—especially if the customer is confused or insisting on the same point.

The problem?

If the AI repeats the same content too much, the conversation starts to feel stuck, tedious, or even frustrating for the customer.

Sometimes this is indeed useful and brings more quality and automation. Examples:

  • The customer rephrased the question, and ClaudIA provides the answer in different ways to facilitate understanding.

  • When the content (IDS) has more information, and ClaudIA gives the answer to the customer, but the customer asks a second question that has the answer in the same section of the IDS used earlier.

To avoid this “loop” effect, we created a new feature:

Limit how many times the same section can be used on a ticket.

What has been launched

A new setting that defines the maximum number of times the same section can be used per ticket.

By default, the rule is set to 4 repetitions. That is, if ClaudIA tries to use a section for the 5th time, the conversation is automatically escalated to N2 (human).

How to decide the best limit for your case?

To facilitate the definition of a safe limit, a new chart has been created in the Hub:

Access: Hub → Dashboard → Retention Metrics

Chart name: Distribution of Highest Frequency of Section Reuse per Conversation

How to interpret the impact chart by number of repetitions

This chart helps you decide the best limit for section repetitions for ClaudIA, balancing AI retention (N1) and customer satisfaction (CSAT).

It shows the distribution of conversations by the highest number of repetitions of the same section and simulates what would happen if you limited the number of times the AI can use a section per ticket.

‼️IMPORTANT

CSAT data will not appear for everyone, as we can only import CSAT from certain helpdesks (Zendesk, Intercom, Cloud Chat, and Hubspot) and if you are capturing with the standards we work with. For more information, visit this FAQ.

In these cases, you will need to make the decision based solely on retention data.

How the chart is structured:

  • Num Repetition: Maximum number of times a section has been repeated in the conversation.

  • % of total conversations: Percentage of conversations that had this level of repetition among conversations that had 1 or more repetitions (the sum of this column is 100%).

  • % of current general N2: Current N2 rate over the entire period (current value for reference).

  • % of new N2: Simulation of the N2 percentage if we limited repetitions to this level.

  • difference in p.p N2: Difference in percentage points between the current N2 and the simulated one (the higher, the worse for the N2 rate, leading to more conversations escalated to a human).

  • num CSAT responses: Number of satisfaction responses collected at this level.

  • current general CSAT: Current satisfaction rate over the entire period (current value for reference).

  • new CSAT: Simulation of satisfaction if we limited repetitions to this level.

  • difference in p.p of CSAT: Difference in percentage points (p.p.) between the current CSAT and the simulated one (the higher, the better).

Example of reading (based on the chart):

  • Today, the general CSAT is 96.85% and the N2 is at 25.67%.

  • If we limited the AI to repeat at most 1x each section per conversation:

    • The N2 would rise to 47.39% → an increase of 21.72 percentage points (p.p.).

    • The CSAT would rise to 97.91% → a gain of +1.06pp.

This shows that limiting repetitions can improve satisfaction but worsen retention by the AI.

Now, if we limited to a maximum of 2 repetitions:

  • The N2 would rise to 30.86%

  • But the CSAT would drop to 96.59% → meaning a negative impact.

In this case, both retention and CSAT worsened.

Questions the chart helps answer

  • To what extent is it worth limiting the AI's repetitions to improve the experience?

  • Does the increase in the number of escalations to humans (N2) outweigh an improvement in CSAT?

  • Or the opposite: is it worth sacrificing some CSAT in exchange for retaining more with the AI?

Practical tip:

Use this chart as support to define the “Section Reuse Limit” parameter.

Where to configure

You can adjust the limit by accessing the screen below, following this path:

Hub → Settings → N2 Handover → Section Repetition Limit

Just choose the maximum number of repetitions allowed before escalation.

The number you set will be the maximum allowed repetitions. E.g., you set the limit to 3. If the section used were used again for a 4th time, the ticket would automatically be transferred to a human (N2).

Best practices

  • Do not set the limit as 1 or 2 without looking at the chart, or you may escalate many conversations unnecessarily.

  • If your AI deals with sensitive topics or impatient customers, it may be worth testing more conservative limits (e.g., 3).

  • If the AI flows are longer or the subjects are complex, perhaps 4 or even 5 repetitions make sense.

What is a “section” exactly?

Section = an entry from the IDS that has been defined by our software as having been the section used in the response. To learn how the used section is defined, see this FAQ.

The limit prevents it from excessively reusing the same section in the same ticket.