Knowledge Gaps
Knowledge Gaps shows the questions your chatbot could not answer. It is one of the most useful screens in Inletbase, because it tells you exactly what content to add next. Instead of guessing, you can see what real visitors asked and fill in the missing answers.
Where knowledge gaps live
Open your chatbot and click Knowledge Gaps under Activity in the left sidebar. The list of questions is on the left, and the details of the question you pick open on the right. If you have not picked one, you will see a Select a question prompt.
How gaps are collected
When your chatbot cannot find a good answer in your training data, it records that question here. It also saves what the chatbot replied at the time and which chat the question came from. The list updates on its own as new gaps come in, so you always see the latest.
The gaps list
Questions that were asked in the same way are grouped together, so you see each unique question once. Every item shows:
- The question your visitors asked.
- A count badge, like
3x, showing how many times it was asked. Questions asked more often stand out so you can prioritize them. - When it was last asked.
Looking at a gap
Click a question to open its details on the right. There you can see:
- The full question and how many times it was asked.
- What the AI replied when it could not answer properly.
- A list of occurrences, each with the time it happened and a View chat link that opens the conversation it came from, so you can see the full context.
Turning gaps into better answers
The point of this screen is to make your chatbot smarter. When you find a question worth answering:
- Add content that answers it on the training screen. A Q&A pair is often the quickest fix, or add a page or file with the details.
- Retrain the agent so the new content takes effect.
- Test the question in the playground to confirm the chatbot now answers it.
Dismissing a gap
Open a question and click Dismiss to remove it from the list. This clears all the times that question was asked. Use it once you have added an answer, or when a question does not need one.
When there are no gaps
If the list is empty, you will see a note that no knowledge gaps were found, which means your chatbot is answering the questions your visitors are asking. Check back now and then, since new gaps can appear as visitors ask new things.
Next steps
- Add content and retrain to cover the gaps you find.
- Review conversations to understand what your visitors are really asking for.
Frequently asked questions
What are knowledge gaps?
They are the questions your chatbot could not answer well from your content. Inletbase collects them so you can see what your visitors want that the chatbot does not cover yet.
How are knowledge gaps detected?
When the chatbot cannot find a good match for a question in your training data, it records that question here, along with what it replied and which chat it came from.
What does the count badge mean?
It shows how many times the same question was asked. Higher counts stand out so you can fix the most common gaps first.
How do I fix a knowledge gap?
Add content that answers the question, such as a Q&A pair or a page, on the training screen, then retrain the agent. After that the chatbot can answer it.
What does Dismiss do?
It removes that question from your knowledge gaps list. Use it once you have handled the question or decided it does not need an answer.