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📚 Knowledge Base Gaps ​

Welcome to the Knowledge Base Gaps page! This page helps you track and manage areas in your knowledge base that need more information or coverage.

✨ Purpose ​

The Knowledge Base Gaps page shows you a list of topics or areas (called "gaps") where your knowledge base might be missing important information. Our system now automatically creates gaps using smart analysis to identify the most important areas for improvement. Here, you can:

  • See which gaps are already covered and which still need attention.
  • View related calls and sources for each gap.
  • Quickly access and review documents or links that help fill these gaps.
  • Understand how gaps are created through different feedback types.

🤖 How Knowledge Base Gaps Are Created ​

Our system automatically identifies knowledge base gaps using three intelligent detection methods:

1. Customer Feedback Gaps ​

When customers provide direct feedback indicating they need information that isn't available, the system creates a gap marked as "CUSTOMER" type. This includes:

  • Explicit reports of missing information
  • Categorized feedback where users select "Lack of Knowledge" when rating FAQ suggestions
  • AI-analyzed feedback comments that specifically relate to knowledge gaps

How it works: When you or your customers provide feedback about missing knowledge, our AI checks if the feedback truly relates to a knowledge gap before creating one. This ensures only relevant gaps are tracked.

2. End-User Feedback Analysis ​

When call participants rate FAQ suggestions as unhelpful, our AI analyzes their detailed comments to determine if the issue stems from missing knowledge. This helps identify gaps that users might not explicitly report as knowledge-related.

How it works: If a user marks an FAQ as unhelpful and provides feedback, the system uses AI to check if their concern relates to missing information in your knowledge base. Only feedback that truly indicates a knowledge gap will create an entry.

3. System-Detected Gaps ​

When calls fail due to knowledge limitations, the system automatically creates gaps marked as "SYSTEM" type. This happens when:

  • The assistant cannot find relevant information to answer questions
  • Calls are unsuccessful due to missing knowledge resources
  • The system identifies patterns of unanswered questions

How it works: When a call is marked as unsuccessful, our AI analyzes the call details to determine if the failure was due to missing knowledge. Only knowledge-related failures create gaps in your list.

Understanding Gap Types ​

Each gap is labeled with its source type to help you understand how it was identified:

  • CUSTOMER: Direct feedback from users or customers about missing information
  • SYSTEM: Automatically detected during failed calls or system analysis

This intelligent, multi-layered detection system ensures that only the most important and relevant knowledge gaps are identified and prioritized for your attention.

🖱️ Main Actions ​

1. View Gaps Table ​

  • Description: See a summary of each gap, its status, and when it was created or covered.
  • Status: Instantly see if a gap is new or already covered.
  • Covered Date: Know when a gap was addressed.

2. Explore Related Calls & View Insights ​

  • Click the calls link in a row to open a popup with all related calls for that gap.
  • Each call in the popup is clickable and will take you to more details about that specific call.
  • View All Insights: Click on a gap row to navigate to a dedicated "Insights" page showing all calls related to that specific knowledge gap. This provides:
    • A comprehensive view of all calls associated with the gap
    • Detailed information about each call including caller name, phone number, and call date
    • Issue details and problem descriptions from each call
    • Satisfaction levels and gap type indicators
    • The ability to search and filter through related calls

This feature helps you quickly understand the context and frequency of a particular knowledge gap by seeing all related customer interactions in one place.

3. Explore Knowledge Base Sources ​

  • Click the sources link in a row to open a popup with all documents or links associated with that gap.
  • Click any source to open the document or link in a new tab.

Understanding Sources ​

Knowledge base sources are documents, files, or links that your system has identified as potentially relevant to a knowledge gap. These sources can help you:

  • See related content: Understand what information already exists in your knowledge base
  • Identify improvements: Find documents that may need updating or expanding
  • Fill gaps effectively: Use existing relevant content as a starting point for addressing the gap
  • Avoid duplication: Check if similar information already exists before creating new content

Note: Sources are automatically identified by your AI assistant during calls and included in both the gap notifications and this interface for your convenience.

4. Pagination ​

  • Use the navigation at the bottom to move between pages if you have many gaps.

🔔 Notifications for Knowledge Base Gaps ​

Getting Notified ​

When new knowledge base gaps are created, you'll receive notifications to help you stay on top of areas that need attention:

  • Notification Bell: A red badge appears on the notification bell in the header when new gaps are created
  • Menu Indicators: A red dot appears on the "Knowledge Base" menu item in the sidebar
  • Tab Badges: A red dot appears on the "Knowledge Base Gaps" tab
  • Table Indicators: Individual gap entries display a red dot next to their description when they have new notifications

Managing Gap Notifications ​

  • Click on a notification in the notification panel to go directly to this page
  • Click on a gap entry to view details and automatically mark the notification as read
  • Use "Mark all as read" in the notification panel to clear all gap notifications at once

Why You Get Notified ​

Knowledge base gap notifications help you:

  • Stay informed about areas where your assistant needs improvement
  • Respond quickly to new gaps that are identified
  • Continuously improve your assistant's knowledge and performance

📝 Tips ​

  • Hover over links to see if they are clickable.
  • Statuses are color-coded for quick recognition.
  • Popups make it easy to review details without leaving the page.
  • Watch for red dots as visual indicators of new notifications throughout the interface, including next to gap descriptions in the table.
  • Check your notifications regularly to stay on top of new knowledge base gaps.

If you have any questions or need help, please contact your administrator or support team!