Failure analysis

Why Support Assistant answers fail: every failure is traced to a retrieval or generation cause, grouped into root-cause clusters and routed to an owner.

Support AssistantHelp Center · v2026.09Last 30 days

Open failures

1,944

−18%vs previous 30 days

Retrieval-caused

37.0%

719 open · missing context and retrieval mismatch

Generation-caused

59.0%

1,147 open · unsupported, incorrect and instruction-following

Root-cause clusters

Largest: Refund promises (4 cases)