Your agent will say it does not know rather than inventing an answer. That is
the behaviour worth having, and it also hands you a list of exactly what to fix.
Most teams never open it.
The loop
Open the gaps report
Analytics → Questions it could not answer.Every row is a question a real customer asked, which the agent searched your
material for and found nothing on. Sorted by how often it was asked.
Sort the list into three piles
That third pile is the valuable discovery. No amount of content fixes it,
and teams often spend weeks adding pages before noticing. Write short, direct answers
Paste plain text. You are writing for retrieval, not for a brochure.Good:Bad:The second one answers nothing, and the agent will correctly keep saying it
does not know. Test the exact question
In the Playground, type the question as the customer typed it — from the
report, misspellings and all. Not your tidied-up version of it.
Come back next week
The list changes as customers ask new things. Half an hour a week keeps
“found an answer” climbing.
The other report
What people ask most is grouped by exact wording, so the same question asked
two ways appears twice.
It is frequently a surprise to whoever wrote the website — the thing customers
ask constantly is often not the thing the homepage leads with. That is worth
acting on well beyond the agent.
Reading the numbers honestly
Found an answer is the percentage of knowledge searches that returned
something. It is not a satisfaction score, and 100% is not the target — an agent
that never says “I don’t know” is usually one that has been told to guess.
Needed a person is not a failure metric either. A business with nobody
watching the inbox should turn escalation off entirely; for everyone else, it is
the number that says whether the setup is working.
Adding one well-written paragraph that answers a question asked 40 times a
month beats indexing another 200 pages of your site. The gaps report tells you
which paragraph.
