TroubleshootingIntermediate5 min read

Why Is My Support Required Count High? Investigate AI Issues

Diagnose high Support Required counts in Local Business Pro and improve your AI configuration to handle more calls independently.

Quick Answer: High Support Required counts indicate calls your AI couldn't handle independently. Click the metric to see the conversations, identify patterns, and add FAQs or business info to help your AI.

Common Causes of High Support Required

Missing FAQs - AI doesn't know answers to common questions
Transfer requests - Customers asking to speak to a human
Complex situations - Issues beyond AI's configured knowledge
Missing business info - AI lacks details about services, pricing, or policies
Objection handling gaps - AI can't address customer concerns

Investigating and Fixing

Navigate to Conversations > Dashboard
Note the Support Required count
Click the Support Required card to see those conversations
Review 5-10 conversations to identify patterns
Note what questions or requests the AI couldn't handle
Go to AI Logic > Receptionist
Add FAQs for common questions
Add Business Information for missing details
Monitor Support Required over the next week

Frequently Asked Questions

Q: What's a normal Support Required percentage?
A: Aim for under 15% of conversations. Higher percentages indicate optimization opportunities.

Q: Can some Support Required be good?
A: Yes, complex situations genuinely need human attention. The goal is reducing unnecessary escalations, not eliminating all of them.