AI usage
Integral Ad Science · AnswerAgent ·
Is the Help Center deflecting support?
Still clicked through to support
The funnel, stage by stage
The five stages Susan Inman defined on 5 August 2026. Two are measured; three need a source IAS holds.
| Stage | People | Source |
|---|
What is capping the deflection
Questions with no article
How long people wait
| Surface | Typical | Slowest |
|---|
Keyword search against AI searchSample
The two halves of search judged side by side.
What needs attention
Questions people asked that got no article back, and what they said about it.
Questions to write an article for
Why each question failedSample
Failed questions matched against the Contentful library.
Where the complaints come from
| Surface | Up | Down |
|---|
What people told us
How good are the answers?
Evaluation scores
| Evaluation | Scored | Mean | Last run |
|---|
Assistant used, then a case raisedSample
The sequence analytics cannot show today.
Who is using it
Conversations by month
People by month
By surface
| Surface | Conversations |
|---|
Which client organisations use itSample
The list behind the access-expansion decision: who actually turns up.
Where people areSample
Usage by country, a standing ask from IAS.
By application
| Application | Messages | Sessions | Feedback |
|---|
What it costs to run
Model cost by month
Cost for every ticket avoidedSample
Model spend set against tickets avoided.
Where each number comes from
| Metric | Source | Counted as |
|---|
Panels waiting on a source
| Panel | Needs | Who can grant it |
|---|