Knowledge Gaps

Knowledge Gaps helps you find topics where the assistant needs additional business information to answer. You can manage these records in the Improvements section of AI Performance and Safety.

How It Works

The system evaluates messages the assistant could not answer sufficiently. Content such as greetings, short acknowledgments and bot commands, along with questions unrelated to your business, are filtered out. Cases where the needed information is thought to be missing for a business-specific question are listed.

Repeats saved with the same question text may be shown together. Similar questions written with different words may appear as separate records. The repeat count is not the number of distinct customers. The same customer can also ask the same topic more than once.

Which Topic Should I Start With?

Frequently repeated questions are a good start. But do not look only at the count. Even if asked rarely, a topic that could lead to a wrong price, an important service condition or customer harm may be a priority.

Evaluate the question, the given answer and its importance for your business together.

Closing a Knowledge Gap

Open the Improvements section

Open the knowledge gap records in the AI Performance and Safety → Improvements section.

Read the question and answer

Read what the customer asked and how the assistant answered.

Confirm the gap

Check whether the information is really missing. If the existing record is incomplete, outdated or unclear, edit it.

Prepare the content

If new content is needed, get an FAQ suggestion or prepare the relevant FAQ, free-form information or product record yourself. Do not save the AI suggestion without checking it.

Save

Save the content. When you create an FAQ from the improvement screen, the related records may be updated as resolved; check the result of the operation.

Test

Try the same question and a few different phrasings on the AI Test screen.

If you edited the content from another section, also check the status of the improvement record and use the appropriate closing action offered.

Dismissing Irrelevant Records

If a record is not meaningful for your business or does not require additional information, you can use the Dismiss option. Dismissing does not add new training information; it changes the record's tracking status.

Do not dismiss a real gap just to remove it from the list. First complete the needed information and test the answer.

Regular Improvement

Review the list weekly. After a new product, campaign or service change, look especially at the related questions. Instead of duplicating a separate record for every issue, try to keep the existing information clean and consistent.