Knowledge gaps
Find the questions customers keep asking that your AI can't answer, publish an answer, and find out whether it actually worked.
Knowledge gaps turns your failed conversations into a to-do list. It groups the questions customers keep asking that the AI could not answer, ranks them by how many people hit each one, and lets you publish an answer without leaving the page.
Find it under AI & Automation → Knowledge gaps.
How a gap is found#
Every night, Chatasist looks at the conversations that did not end well — a ticket was
opened, an operator had to step in, the customer was left waiting, or they simply gave up —
and pulls out the question the AI actually failed on. Those questions are compared by
meaning rather than by wording, so Çindən 5 kq neçəyə gəlir? and
1 kq yük neçəyə başa gəlir? land in the same group.
A group needs at least three conversations before it appears. Below that it is a one-off, and filing it would only bury the topics that matter.
Customers asking to speak to a person are counted but never filed as gaps. No article can satisfy someone who wants a human, so they belong on the AI quality page as a staffing signal instead.
Answering a gap#
Open any gap to see three things.
What customers asked
Their own words, verbatim. Read these first — they are how you tell a real gap from a group of unrelated questions that happened to look alike.
What your team replied
The replies your operators sent to those same customers. This is usually the most valuable part of the page: if staff have been answering this by hand for months, the answer already exists and only needs writing down.
The draft
Select Draft with AI and Chatasist writes an entry from the questions and your operators' own replies. Edit it, choose a knowledge base, and publish.
Where the draft has no evidence for a specific value, it leaves a placeholder in braces —
{per-kg rate from China} — rather than inventing one. The page warns you if any are left
when you publish. An invented price in a published article is worse than no article,
because customers will act on it.
Answers can only be published into a file-type knowledge base. Connector-backed bases are rewritten on every sync, which would silently delete whatever you published.
Finding out whether the answer worked#
This is what makes the list finish rather than grow forever.
- Answered — you published something. Chatasist keeps watching.
- Closed — two weeks passed and no customer hit the gap again. The answer worked.
- Asked again — customers ran into it after you published. Either the answer does not cover what they are really asking, or the AI is not retrieving it.
A gap marked Asked again is worth more attention than a new one. Somebody already decided this mattered and did the work; the fact that it did not take is the useful information. Open it, read the newest customer questions, and check whether they are really asking what your answer answers.
If a published answer is not being found, the problem is usually retrieval rather than content. Check that the entry indexed successfully in your knowledge base, and that the question wording in the entry matches how customers actually phrase it.
Dismissing a gap#
Dismiss is for groups that are not worth answering — spam, or questions genuinely specific to one customer. A dismissed gap stays dismissed: later runs will not resurrect it, even when more customers ask the same thing. You can always reopen it from the Dismissed tab.