How to review the content generated by the Automation Potential Diagnostic

When to use

You have just received the Diagnóstico de Potencial de Automação (Automation Potential Diagnostic) from Cloud Humans and need to validate the suggested content
You want to adjust answers to specific business rules before uploading them to ClaudIA
You need to understand what each column of the Diagnostic output means

Prerequisites

Automation Potential Diagnostic generated by the Cloud Humans team
Access to the Diagnostic's output spreadsheet
Knowledge of your business's support rules and customer profiles

About this article

Cloud Humans' Automation Potential Diagnostic identifies patterns in your ticket history based on an individual, ticket-by-ticket analysis. As the final result, you see:

TAG structure (suggested topics)
Percentage of representation of each topic in the total number of tickets
Percentage of abandoned tickets or campaigns
Automatic classification of the topic as Conteúdo (Content), Visualização (Viewing) or Edição (Editing)

🎥 Video tutorial

How it works

Individual processing

Each ticket is transformed and classified into a Summary Question + Summary Answer, indicating what the question/request handled in that conversation was.

Question grouping

After the individual processing, we map patterns of similar questions and group them into a single IDEAL CONTENT that we recommend creating in ClaudIA.

The tool does not have full context about business and support rules. That is why it is necessary to validate and adjust the generated content — especially the answers.

How to validate the generated answers

Step 1 — Review the question format

Is the question appropriate and written in the real customer's language?

Step 2 — Review the answer

Adjust it so it is consistent with your business's support rules.

If there are different answers per customer profile, duplicate the row and create one piece of content for each profile.

Example: "Where do I return my order?" may have different answers for customers who bought through the Website or at the Physical Store.

Step 3 — Review the suggested Initial Tag

If the content should have another tag, indicate it in the Tag Ideal (Ideal Tag) column.

Step 4 — Flag the content as "Revisado" (Reviewed)

Check the corresponding column.

Column explanations

Column	Meaning
N° Tickets	How many tickets were grouped into a single piece of content
question	Summary question that shows the intent of all the grouped tickets
answer	Based on all the real answers, this is the ideal FAQ for ClaudIA
similar_user_questions	The real format in which customers asked the question
main_agents_answers	The real format in which agents answered

Notes

To create the initial base after validating: How to create ClaudIA's initial content
For content best practices: Best practices for creating and maintaining content
To use the content screen: How to use the content screen (single and bulk)