Plans and permissions:
- Add-on: AI agents, billed separately
- Review knowledge opportunities: Admin role
- To turn on Knowledge opportunities for your company, contact our team.
Use Knowledge opportunities to find and fix gaps in what your AI agents know. Instead of reviewing cases one by one, you see the topics where AI agents couldn’t retrieve the information they needed, how often that happens, and which articles they were using. That tells you which articles to update first.
To open it, go to AI quality > Knowledge opportunities.
How knowledge opportunities work
- A gap case is a case where the AI identified that it didn’t have the knowledge it needed to answer.
- Gap cases are grouped into topics. Each topic shows a severity of High, Medium, or Low, its number of gap cases, and how that number has changed.
- The date range at the top of the page sets the period you’re looking at.
When you select a topic, you see these numbers for it:
| Metric | What it means |
|---|---|
| Gap cases | Cases where the AI identified a knowledge gap. |
| Total cases | All cases related to this topic. |
| AI resolution rate | The percentage of cases in this topic that the AI resolved. |
| Handoff rate | The percentage of cases in this topic where the AI handed off to your support team. |
Find the highest-impact gaps
The topic list is sorted by Highest impact by default: the topics with the most gap cases come first. Start at the top of the list. To sort it another way, choose:
- Most frequent: the topics with the most cases overall.
- Emerging: the topics whose share of gap cases grew the most.
To find a topic, enter part of its name in Search….
Investigate a gap
- Select a topic in the list.
- Under Recent customer questions, read examples of the questions behind the gap. Select a question to see the case it came from.
- To see every gap case in the topic, select View all cases.
This shows you what information is missing and how many questions it affects.
Decide which articles to update
Under Retrieved articles, the topic lists the knowledge articles the AI retrieved in its gap cases, with the percentage of gap messages each one appeared in. Each article is marked Internal or External and shows when it was last modified. Select an article to open it in its source.
Update the most-retrieved articles first. The AI already retrieves them for these questions, so adding the missing information to them gives you the best chance of answering future questions. If the AI keeps retrieving an Internal article for customer questions, consider whether it should be external. See Knowledge access levels.