GenAI Reporting - Knowledge Gaps

How to see what customers have asked your GenAI Chatbot

Talkative's GenAI chatbot works on the concept of getting an AI/LLM to ask questions against your pre-defined Knowledgebase.

The key to improving the effectiveness of the chatbot is to increase the quality of your Knowledgebase.

There are currently two areas to review how the Knowledgebase has been used:

1. Knowledgebase Misses Reports - ideal for surfacing key trends and text that could be added to the Knowledgebase

2. Knowledgebase Lookups - for a granular deep dive on every question that was asked of the Knowledgebase/chatbot

Talkative allows you to see exactly what customers have asked, and whether that question was answered or not.

Knowledgebase Misses Reports 

The way this report is as follows:

• over a given time period, look for every interaction where the AI Knowledgebase was unable to answer the customers' questions

• use AI to search chat transcripts to see what the human agent said to answer that question

• summarise the results into a report

• a human admin/supervisor should then review this report and add info to the Knowledgebase

• over time, this will increase the effectiveness of the AI Knowledgebase responses

How to use

Within your settings, search for "misses" or "AI Knowledge Base Misses Reports"

Then click "Run AI Knowledge Base Misses Report".

You will then need to fill out this form. 

After a few minutes, you will get an email and the report will be ready to view. 

Click into the report to see the data.

Knowledgebase Lookups

Within your settings, search for "Lookups":

On this page, you will see the full list of questions and you can filter by whether the lookup was successful or unsuccessful (i.e. if the answer to the question could not be found in that Knowledgebase).