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Intermediate15 min

Knowledge Gap Analysis

Identify and fix gaps in your AI's knowledge base.

Finding and Fixing Knowledge Gaps

Knowledge gaps are questions your AI can't answer well. Identifying and filling these gaps is the fastest way to reduce escalations and improve CSAT scores.

How We Detect Knowledge Gaps

  1. Low Confidence Responses: AI responses with low certainty scores
  2. Repeated Questions: Customers asking the same thing multiple ways
  3. Quick Escalations: Conversations escalated within first few messages
  4. Negative Sentiment: Frustration following AI responses
  5. Topic Clustering: Similar unanswered questions grouped together

Using the Knowledge Gaps Dashboard

Gap Priority Score

Gaps are ranked by frequency × impact. Fix high-priority gaps first for maximum ROI.

Sample Conversations

Click any gap to see real conversations where it occurred. Use these to write better training content.

Filling Knowledge Gaps

  1. Review the sample conversations for context
  2. Write clear, comprehensive answers
  3. Add to your knowledge base or FAQ
  4. Retrain or update your AI model
  5. Monitor the gap's status over the next week

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