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Knowledge Gaps

Find where your AI couldn't provide helpful answers

View Knowledge Gaps
Standard & Pro Plans

Overview

Knowledge Gaps helps you identify conversations where your AI couldn't provide a helpful answer. By analyzing past conversations, you can discover what information is missing from your knowledge base and improve your AI's responses.

How It Works

Knowledge Gaps uses AI to analyze your past conversations and detect where responses were unhelpful:

  1. Click "Start Analysis" on the Knowledge Gaps page
  2. AI scans conversations from the past 30 days
  3. Detects unhelpful responses where the AI lacked knowledge
  4. Shows results with the original question and AI's response

Note: Analysis is not automatic. You need to click "Start Analysis" to scan your conversations. Only real visitor conversations are analyzed - test chats are excluded.

What Gets Detected

The AI looks for responses that indicate a knowledge gap:

  • AI said it doesn't have the information
  • AI couldn't help with the question
  • AI gave a vague or unhelpful response
  • AI redirected without providing useful information

The system filters out:

  • Simple greetings (not real questions)
  • Statements that aren't questions
  • Off-topic questions the AI correctly declined

Fixing Knowledge Gaps

For each detected gap, you have two options:

Teach AI

Click the "Teach AI" button to open a modal where you can:

  • See the original question
  • Write the correct answer the AI should give
  • Use "Suggest Reply" to get an AI-generated suggestion
  • Save the Q&A to your knowledge base

Mark as Resolved

If you've already added the missing information to your knowledge base (or the gap isn't relevant), you can mark it as resolved to keep your list clean.

Best Practices

  • Run analysis regularly - Check weekly or after adding new content
  • Prioritize common questions - Focus on gaps that appear multiple times
  • Use Suggest Reply - Get AI help drafting answers, then review and edit
  • Test after fixing - Ask your AI the same question to verify the fix worked