A strong AI chatbot depends on a high-quality Knowledge Base. The gaps reports help you spot where your bot is failing to provide answers and guide improvements. With these insights, you can iteratively expand and refine your KB to boost accuracy and customer satisfaction.
Talkative gives you three core reporting tools to analyse how your chatbot is performing against your KB:
- Knowledge Base Misses Reports - aggregate view of where the bot couldn’t find an answer.
- Knowledge Base Lookups - granular list of every question asked and whether it succeeded or failed.
- Knowledge Base Suggestions - edit and update gaps directly in the knowledge base.
1. Knowledge Base Misses Reports
This report surfaces gaps in your Knowledge Base over a given time period. It works as follows:
- It finds interactions where the chatbot couldn’t answer a customer’s question using the KB.
- It then uses AI to search through chat transcripts to identify how human agents handled those missed questions.
- The output is summarised so admins or supervisors can review, update, and enrich your KB.
- Over time, you’ll see fewer misses and more accurate AI responses.
How to Run It
- In Settings, search for “AI Knowledge Base Misses Reports.”
- Click Run AI Knowledge Base Misses Report.
- Fill in the report form (date range, queues, etc.).
- Wait a few minutes — you’ll receive an email once it’s ready.
- Click into the report to view the detailed results.
2. Knowledge Base Lookups
This is the detailed, line-by-line log of every KB query your bot has attempted. You can:
- See all questions asked by users.
- Filter by successful vs. unsuccessful lookups (i.e. whether the bot found an answer).
- Use this for deep insight into what users are asking, what wording or phrasing fails, and where you need to expand your KB.
How to View Lookups
- In Settings, search for “Lookups.”
- You’ll land on the Knowledge Base Lookups page.
- Use filters to narrow to failed or successful lookups.
- Click each lookup to see full details.
3. Knowledge Base Suggestions
In addition to Misses Reports and Lookups, Talkative also provides Knowledge Base Suggestions, a way to improve your KB directly from real interactions.
When the AI spots a gap or a missed lookup, it can generate a suggested KB addition based on how agents handled the query. This makes it quicker to:
- Edit and update existing KB entries with missing details
- Reduce turnaround time between identifying a gap and fixing it
How it works:
- Go to your Knowledge Base in Talkative.
- Look for flagged suggestions alongside existing entries.
- Click to review, edit, and publish updates right away.
This ensures your KB keeps evolving in real time, closing gaps as soon as they’re found.
💡 Want the full walkthrough? See AI Maintenance: Knowledge Base Suggestions for a step-by-step guide to using this feature.