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Knowledge Gaps

Knowledge Gaps automatically detects questions your assistant couldn't answer well due to insufficient knowledge. This is the most valuable report for showing which direction to grow your knowledge base.

Where to find it

Knowledge gaps are now managed in the Improvements section of the AI Performance & Safety tab; this page explains how the concept works.

How It Works

When the assistant finds no match in your knowledge base, the system analyzes the exchange automatically. Not every unmatched message counts as a gap: greetings, bot commands and short replies are filtered out, and general questions unrelated to your business are kept separate. Only cases where a business-specific question was asked, your knowledge base had no answer and the assistant fell short as a result are listed as "real knowledge gaps". Similar questions are grouped and sorted by frequency.

Prioritization by frequency

Closing a gap asked by 100 people is far more valuable than one asked by 1. Since the list is sorted by frequency, you direct your effort to the highest-impact topics.

Closing Gaps

1

Review the gaps

Open the list; see the most frequently repeated unanswered questions.
2

Add content

Add an FAQ or knowledge entry on the relevant topic.
3

Mark as resolved

After closing the gap, mark the record as resolved to keep the list clean.

Continuous improvement loop

Knowledge Gaps is the engine for perfecting your assistant over time. With regular (e.g. weekly) reviews, your assistant says "I don't know" less every week.

Related Topics

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FAQ Management→

Close gaps with FAQs

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Analytics→

See the most-asked questions

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