Find and fix knowledge gaps

A knowledge gap shows up as repeated human escalations on the same question. Review those threads weekly with your AI admin.

Add a new article or clarify an existing one, then retest with the same shopper phrasing.

Process

1. Export or filter escalated conversations for seven days.
2. Group by topic and count frequency.
3. Update Knowledge starting with the top three topics.
4. Mark articles with last reviewed dates in your internal doc.