Close knowledge gaps

When your assistant finds no answer to a question, scoco collects it on the Knowledge tab and under Reports → Topics — an answer you add there applies from the next call.

No knowledge base is complete on day one. When a caller asks something your assistant finds nothing on, scoco remembers the question. This page shows where these questions turn up and how to close them with an answer, so your assistant can answer them next time.

How a knowledge gap arises

When Use the knowledge base is on, your assistant looks up factual questions in your documents. If it finds nothing that fits, it is instructed not to guess. It tells the caller it has no reliable information on that and takes the question down. scoco stores the question as an open question for this assistant.

scoco counts the same question together, for example as asked 3×.
Test calls create no open questions.
With Use the knowledge base off, your assistant looks nothing up, so no open questions arise.

Where to find open questions

On the Knowledge tab: below the Knowledge base there is a card with the open questions from callers, most frequent first. If there are none, the card is not shown.
On the Overview: under Needs your attention, each question appears as Question with no answer in the knowledge base. Add an answer takes you straight to the card on the Knowledge tab.
Under ReportsTopics: topics where the knowledge base had no answer carry a warning sign.
In the Weekly digest: the weekly e-mail names the most frequently asked open question.

Answer a question

Open AssistantsKnowledge and go to the card with the open questions.
Next to the question, click Add an answer.
Under Answer, write in full sentences what your assistant should say.
Click Save.

The answer goes into the Knowledge base as a document with the source Text, titled with the question. It applies from the next call. Every open entry with the same question is closed along with it. You change the answer like any other document, see Manage what your assistant knows.

Under ReportsTopics it works the same way: Add an answer in the topic's row, enter the answer, Add to the knowledge base.

Hide a question

Not every question deserves an answer, for example one that has nothing to do with your business. Hide closes it without an answer. If someone asks the same thing again later, it reappears.

Who sees what

Owner and Admin can answer and hide questions. The Viewer role sees the warning sign under ReportsTopics but no button to answer. Member users do not see Reports. More under Roles and permissions.

Common problems

The card with open questions is missing. Either nothing is open, or Use the knowledge base is off.

Many answers are already on your website. If no website is linked yet, the card shows a Read in your website link to the website card. That brings in services and frequent questions in one go, see Import your website.

Callers ask about opening hours. Enter the hours under AssistantsBehaviour in Business hours, not as a document. Your assistant answers from there without looking anything up.

Topics is still empty. Topics appear once at least 20 calls within 90 days have been analysed. The card on the Knowledge tab shows open questions from the first call on.

The same question appears twice. scoco only groups questions worded the same. Answer one and hide the other.