How to identify missing knowledge in AI Employee responses

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Review conversation logs regularly to find instances where the AI triggers a fallback response, hallucinates an answer, or fails to resolve a customer's inquiry.

    Who this article is for

    This article is for customer support managers and administrators responsible for optimizing the AI Employee.

    Overview

    You cannot predict every question a customer will ask. Identifying where your AI Employee struggles is an ongoing process of reviewing logs and plugging knowledge gaps to improve performance over time.

    Before you begin

    • Access the AI conversation logs
    • Filter for conversations that resulted in human handoff
    • Look for repeated fallback responses

    Step 1: Step 1: Access Conversation Logs

    Navigate to the Conversations tab or the specific AI Employee reporting dashboard to view transcripts of recent AI interactions.

    Step 2: Step 2: Look for Fallback Triggers

    Search the logs for your designated fallback response (e.g., 'I don't have that information.'). Every time the AI uses this phrase, it highlights a specific gap in its knowledge base.

    Step 3: Step 3: Analyze Human Handoffs

    Review conversations that ended with a transfer to a human agent. Determine *why* the handoff occurred. Did the AI lack the technical specs the customer needed? Was a policy unclear?

    Step 4: Step 4: Identify 'Hallucinations'

    Occasionally, an AI might try to guess an answer if it lacks explicit data. Look for responses that sound confident but are factually incorrect regarding your business. This means you need to provide explicit, overriding rules.

    Step 5: Step 5: Create New Knowledge Entries

    Take the unanswered questions you found in the logs, write clear and definitive answers for them, and add them to the AI's Knowledge Base as new custom text snippets or FAQs. Remember to click 'Sync'.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Treat missing knowledge as a feature request from your customers. If multiple people are asking about a specific topic, it's a signal that your website or knowledge base needs to address it clearly.

    Important clarification

    Ignoring the conversation logs and assuming the AI is functioning perfectly. Without active monitoring and continuous training, the AI's helpfulness will plateau.

    Resolution guidance

    The AI has the knowledge, but still triggers the fallback response. Why?

    The customer may be using terminology the AI doesn't recognize. Add aliases or rephrase the FAQ in the knowledge base to match the language your customers actually use.

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    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.