Knowledge opportunities help you identify and fix gaps in your AI agent's knowledge base. Instead of reviewing cases one by one, you can see patterns in where your agent struggles to find the right information and prioritize which knowledge articles to update. Knowledge Opportunities is rolling out now. If you're an existing Assembled customer and want to see it in action, reach out to your account team.
In this article:
- What are knowledge opportunities?
- How do I find the highest-impact knowledge gaps?
- How do I investigate what's causing a knowledge gap?
- Which knowledge articles should I update first?
What are knowledge opportunities?
Knowledge opportunities are areas where your AI agent couldn't retrieve relevant information to answer customer inquiries. The Knowledge opportunities hub aggregates these signals so you can spot recurring issues and address them systematically.
To access the hub, navigate to the Knowledge opportunities section in your Assembled account.
How do I find the highest-impact knowledge gaps?
The Knowledge opportunities hub displays knowledge gap categories sorted by impact—how often gaps occur relative to your total case volume.
Look at the left-hand inbox to identify which topics are affecting the most customer inquiries. Categories at the top represent your highest-priority improvement opportunities.
How do I investigate what's causing a knowledge gap?
To understand what customers are asking about in a specific gap category:
- Click on a knowledge gap category from the list.
- Review the Recent inquiries section to see examples of customer questions that contributed to this gap.
- Click on a specific inquiry to view the full case transcript, or select View all cases to see all related cases.
This investigation helps you determine the scope of missing knowledge and what information needs to be added.
Which knowledge articles should I update first?
After investigating a knowledge gap, check the Retrieved articles section. This list shows which knowledge articles were most frequently retrieved in cases with this gap, sorted from most to least retrieved.
Update the articles at the top of the list first. Because these articles are already being retrieved for similar inquiries, adding the missing information to them gives you the best chance of resolving future customer questions.
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