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5 min read

What This Does #

Identifies questions your bot couldn’t answer, helping you improve its knowledge and capabilities.

When to Use This #

  • You want to expand your bot’s knowledge base
  • You’re seeing low resolution rates in analytics
  • You need to identify content gaps
  • You want to improve bot performance systematically

Step-by-Step Instructions #

  1. Access Unanswered Queries
    • Navigate to Analyze tab
    • Scroll down to find “Unanswered Queries” section
    • Review the list of questions bot couldn’t handle.
  1. Analyze the Query List
    • QUERIES column: Shows exact questions users asked
    • TIMES column: How often each question was asked
    • Priority: Focus on high-frequency unanswered questions first
  2. Take Action on Findings
    • Add content for frequently asked unanswered questions
    • Create specific Q&A pairs for exact user language
    • Update training materials to cover knowledge gaps

Understanding Unanswered Query Data #

High-Priority Items:

  • Frequently asked questions: Questions appearing multiple times
  • Business-critical topics: Questions about core products/services
  • Customer pain points: Questions indicating user frustration
  • Revenue-impacting: Questions that could affect sales or retention

Common Types of Unanswered Questions:

Product/Service Information:

  • Specific feature details not in training data
  • Pricing questions for new products
  • Availability or inventory questions
  • Technical specifications or requirements

Process and Procedure Questions:

  • Step-by-step guides not covered
  • Policy details or exceptions
  • Account management procedures
  • Troubleshooting steps for specific issues

Company-Specific Information:

  • Recent news or announcements
  • Staff or department information
  • Location or contact details
  • Current promotions or offers

Converting Unanswered Questions to Content #

Method 1: Add to Starter Q&A

  1. Copy the exact question from unanswered queries
  2. Navigate to Build → Starter Q&A
  3. Add question using user’s exact language
  4. Write comprehensive, helpful answer

Example:

<aside>

Unanswered Query: “Do you have student discounts?” Starter Q&A: Question: “Do you have student discounts?” Answer: “Yes! We offer a 20% student discount on all our plans. You’ll need to verify your student status with a valid .edu email address or student ID. Contact our sales team at students@company.com to get your discount code.”

</aside>

Method 2: Add to Text Area Training

  1. Go to Build → Data Source → Text Area
  2. Add comprehensive content covering the topic
  3. Include multiple variations of the question
  4. Provide detailed, complete answers

Example:

<aside>

STUDENT DISCOUNTS AND PRICING

Student Discount Program We offer a 20% discount to current students on all our subscription plans.

How to Qualify:

  • Must be currently enrolled in an accredited institution
  • Valid .edu email address OR current student ID
  • Discount applies to individual plans only (not enterprise)

How to Apply:

  1. Contact our student support team at students@company.com
  2. Provide proof of enrollment
  3. Receive your unique discount code
  4. Apply code during checkout

Discount Details:

  • 20% off monthly or annual plans
  • Discount renews each year with proof of continued enrollment
  • Cannot be combined with other offers
  • Available worldwide for qualifying students </aside>

Method 3: Update Training Documents

  1. Review uploaded files or connected sources
  2. Add missing information to existing documents
  3. Upload new documents covering missing topics
  4. Refresh data sources to include updated content

Systematic Improvement Process #

Weekly Unanswered Query Review:

  1. Export or note all unanswered questions from past week
  2. Group by topic or category for easier handling
  3. Prioritize by frequency – handle most-asked questions first
  4. Assign to team members for content creation
  5. Set deadline for adding new content

Monthly Knowledge Gap Analysis:

  1. Review trends in unanswered questions over time
  2. Identify recurring themes or knowledge areas
  3. Plan comprehensive content to address gaps
  4. Create content calendar for systematic improvement
  5. Track resolution rate improvements after updates

Content Creation Guidelines #

Writing Effective Answers:

  • Be comprehensive: Answer the question completely
  • Use clear language: Avoid jargon or complex terms
  • Include examples: Provide specific, helpful examples
  • Add context: Explain why or provide background
  • Offer next steps: Tell users what to do next

Optimizing for User Language:

  • Use customer terminology: Match how users actually ask questions
  • Include variations: Add different ways people ask the same thing
  • Consider misspellings: Include common spelling variations
  • Account for abbreviations: Include both full terms and acronyms

Measuring Improvement Impact #

Before and After Comparison:

  • Resolution rate changes: Track improvement after adding content
  • Question frequency: Monitor if questions stop appearing as unanswered
  • User satisfaction: Check sentiment improvement for previously unanswered topics
  • Escalation reduction: Measure fewer human handoffs for covered topics

Success Metrics:

  • Reduced unanswered query volume: Fewer new unanswered questions
  • Improved resolution rates: Higher percentage of successful interactions
  • Better user satisfaction: More positive sentiment scores
  • Decreased support tickets: Fewer escalations to human agents

Advanced Analysis Techniques #

Question Categorization:

  • Group by topic: Organize questions into business areas
  • Identify patterns: Look for common themes or missing knowledge areas
  • Priority ranking: Focus on high-impact, high-frequency questions
  • Difficulty assessment: Determine which questions need human expertise

Root Cause Analysis:

  • Content gaps: Missing information in training data
  • Language barriers: Bot doesn’t understand how users phrase questions
  • Technical limitations: Questions requiring capabilities bot doesn’t have
  • Process issues: Questions about procedures not documented

Prevention Strategies #

Proactive Content Planning:

  • Anticipate customer questions: Think ahead about what users might ask
  • Regular content audits: Review and update existing content
  • Seasonal updates: Add content for seasonal questions or changes
  • Product launch preparation: Add content before releasing new products

Team Collaboration:

  • Customer service insights: Leverage human agent knowledge
  • Sales team input: Include common sales questions
  • Product team updates: Get information about new features
  • Customer feedback: Use direct customer input for content planning

Tips for Success #

  • Check unanswered queries weekly for continuous improvement
  • Prioritize high-frequency questions for maximum impact
  • Use customer language exactly when creating content
  • Test new content by asking the bot updated questions
  • Monitor resolution rate improvements after adding content
  • Create comprehensive answers that don’t leave users hanging
  • Document your improvement process for team consistency