Knowledge gap detection

Team-facing

Reporting & Analytics

Problem

When the AI can't answer a question confidently, it usually means there's a gap in yourknowledge base. But these gaps are invisible unless someone reviews every low-confidenceresponse. Over time, the same unanswered questions keep coming in and keep getting escalated toagents.

How fullview Solves it

Support lead

Asks Fullview to identify topics where AI confidence is low

Fullview AI

Analyzes recent conversations and flags topics where it couldn't provide aconfident answer

Fullview AI

Groups the gaps by frequency and topic

Fullview AI

Suggests which knowledge base articles should be created or updated to fill thegaps

Result

Knowledge base gaps become visible and actionable. The AI gets better over time becausethe documentation improves with it.

How fullview Solves it

Where are the biggest gaps in our knowledge base right now?

Over the past 30 days, I had low confidence on 3 recurring topics: SSO setup for Okta (18questions, no matching article), Data export formatting (14 questions, existing article is outdated),and Custom webhook configuration (11 questions, partial coverage). Creating or updating articles forthese 3 topics would reduce escalations by an estimated 15%