Find and fix knowledge gaps with Aida

Your AI agent can only answer from what is in your knowledge base. Aida reads your recent customer conversations, finds the questions your agent struggled with, checks what your knowledge base already says, and tells you exactly what to add and where. When you agree, she can make the fix for you.

Run a gap check

1. Open Aida from the sparkle button in the top bar.

2. Click Check for knowledge gaps, or ask in your own words, for example “What are customers asking that my agent can’t answer?” On the Knowledge page, click What are customers asking that my knowledge base doesn’t answer?

3. Read Aida’s findings. For each theme she quotes a real customer question, says what she found in your knowledge base, and suggests a fix.

TODOScreenshot coming soonAida panel after 'Check for knowledge gaps', showing themes, a quoted customer question, and a suggested fix naming the FAQs tab

What Aida looks for

Aida groups what she finds into a few clear themes, in two kinds:

• Your agent missed an answer it had. The answer is in your knowledge base, but the conversation shows your agent did not give it. The fix is usually to make the answer clearer, or to add a rule in Additional Guidelines.
• The answer is missing or thin. Customers asked something your knowledge base does not cover well yet. The fix is to add the information.

She also flags basic setup problems, such as having no FAQs, very short content, or documents that failed to process.

Before calling anything a gap, Aida checks your FAQs, your Content, and your documents, so she does not ask you to add something you already have. If two sources seem to say different things, she points it out as a possible conflict for you to check.

If your agent has not had enough recent conversations yet, Aida says so and only reports the setup problems.

Where each fix goes

Aida names the place in the portal where each fix belongs:

Fix	Where it goes
Prices, deals, stock, or bundles	Your Offers, Inventory, or Packages list
Basic facts about your business	Content
How your agent should behave	Additional Guidelines
A single question with one right answer	FAQs

See Write your content, FAQs, and guidelines and Upload your offers, inventory, or packages.

Let Aida apply the fix

When Aida suggests a fix, just say yes, for example “Yes, add that FAQ.” She prepares the change and shows it to you on a card with the new text. Click Yes, apply to save it, or No and tell her what to change. See Make changes with Aida.

Aida writes new entries in the language you write to her in. If your existing FAQs are in the other language, she tells you and offers to add the same entry in that language too.

More questions to try

• “Which of my FAQs are customers still confused by?”
• “One of my documents failed - what should I do?”
• “Is the answer this customer needed in my knowledge base?” (from an open conversation)
• “Add an FAQ: Do you deliver on Fridays? Yes, from 4 pm to 10 pm.”

Note

Anyone who can open Aida can run a gap check. To read or change your documents, FAQs, or content through Aida, your role needs the matching permission on Knowledge.