Content Gaps

Identify significant gaps in content by analyzing it with our machine learning engine, pinpointing areas for improvement.

The Content Gaps section lists ALL questions users have searched for that does not have available and related information on the website. Content gaps appear when the model is unsure of the answer-to-question relevancy, and they may therefore not have direct answers.

How are Knowledge Gaps determined:

In the background, the model calculates the average similarity between the cluster of questions and all the sections. The clusters resulting with the lowest similarity represent potentially missing information in the index, Content gap clusters can also appear as a result of available but dissimilar information.

Gap Clusters

Knowledge Gaps are questions grouped together in clusters of the same topics determined according to model sureness, which means that the more unsure the model is about the relevance of the answers to a user question, the higher a cluster is placed on the list. It takes at least 200 questions over time to generate knowledge gaps clusters. The list is updated on a weekly basis.

Resolve with Instant Answer

Create an Instant Answer to resolve a gap with no available information on the platform.

Steps

Click the expand icon to expand the list
Click the lighting bolt icon at the opposite end of the selected knowledge gap
Select an existing Instant Answer or create a new one
REQUIRED: add an answer to the right side of the panel
OPTIONAL: add more questions to the left side of the panel
- Add as many search words or phrases as possible, relevant to the scraped content
- Add the title of the article as a question, for further boosting
OPTIONAL: click BUTTON LINK to redirect users to a related article, either within or outside of the host website
OPTIONAL: Toggle Support Channel Button to display the support button
Click SAVE

Manage existing Instant Answers in Indexes > Instant Answer

Resolve with Existing Answer

Link a gap to existing answers from scraped pages, instant answers, etc.

Steps

Click the expand icon to expand the list
Click the chain icon at the opposite end of the selected knowledge gap
Verify the listed questions and add or delete as necessary (deleted knowledge gaps are removed from the list unless it has been searched for again)
REQUIRED: On the right panel, search for an existing answer within the linked indexes
- Search for an answer using the whole or part of a title or URL
REQUIRED: Click to select an answer, select as many as necessary
- A checkmark appears at the bottom right corner of a selected answer
- Click the answer again to remove selection
OPTIONAL: Click the eye icon to view the contents of an answer
OPTIONAL: Click SHOW ALL SELECTION to only display selected answers
Click SAVE