How to Find and Fix Knowledge Gaps

Your bot can only answer questions about content in your knowledge base. When visitors ask about something that’s missing, that’s a knowledge gap. ChatbotIQ detects these automatically and shows you exactly what content to add.

Open Analytics

Go to Analytics in the sidebar.
Select a bot (or view all bots) and a time period (7, 30, or 90 days, or a custom range).

Read the summary cards

Four cards at the top give you a quick health check:

Card	What it tells you
Total Queries	How many questions users have asked in the selected period.
High Confidence	Questions where the bot found strong matches in your content. These are working well.
Low Confidence	Questions where matches were weak. The bot answered, but may not have been accurate.
No Results	Questions where nothing relevant was found at all. These are your biggest gaps.

Goal: You want High Confidence to be as large as possible, and No Results as small as possible.

Understand the confidence distribution

The bar chart breaks down all queries into four bands:

High — strong matches. Bot is performing well here.
Medium — decent matches but could be better. Consider adding more detailed content.
Low — weak matches. The bot may be giving unreliable answers.
No Results — nothing found. The bot had to say “I don’t know” or gave a general response.

Explore knowledge gap clusters

This is the most actionable section. ChatbotIQ groups related unanswered questions into topic clusters using AI. For each gap, you see:

Topic name — a summary of what users were asking about.
Query count — how many questions fell into this topic.
Average confidence — how poorly the bot performed on these questions.
Decline rate — how often the bot had to say “I don’t know.”
Gap type — Content gap (missing from your docs), Product gap (feature doesn’t exist), or Out of scope (not relevant to your bot).
Sample queries — actual questions users asked, so you can see exactly what they wanted to know.

Fix a knowledge gap

Once you’ve identified a gap, here’s what to do:

Content gap: Add the missing information to your knowledge base. Either update your website and re-crawl, or add a Q&A pair with the answer directly.
Product gap: If users are asking about a feature you don’t have yet, note it as product feedback. Once you’ve actioned it, you can mark the gap as resolved.
Out of scope: If the question isn’t relevant to your bot’s purpose, consider adjusting your bot’s system prompt to explain its scope.

After adding content, refresh your source and check the analytics again in a few days. The gap should shrink as the bot starts answering those questions.

Filter and track gaps

Filter by type — focus on content gaps (the ones you can fix) vs. out-of-scope queries.
Filter by period — choose monthly or quarterly granularity to see trends.
Mark as resolved — once you’ve addressed a gap, mark it resolved to track your progress.

What Are Knowledge Gaps? — understand how gap detection works
Improve Your Bot’s Answers — other ways to improve quality
Keep Content Up to Date — re-crawl after adding content
Review Conversations — see the actual conversations behind the numbers