Statistics and knowledge gaps

Statistics

The statistics screen shows conversation volume, the share of replies judged helpful, the escalation rate, and credit consumption.

The escalation rate is the figure to watch. Too high, and your base is incomplete. Very low with negative votes, and the agent is answering when it should not.

Knowledge gaps

Bao automatically groups the questions the agent could not answer, and presents them by theme.

It is the most profitable feature of the module: it tells you exactly which document to write next. You are not improving your base at random, you are answering the questions your members actually ask.

The improvement loop

1. Read the week's knowledge gaps.
2. Write a short note for the two or three most frequent ones.
3. Check in the sandbox that the agent answers correctly.
4. Start again.

Within a few weeks, most servers see their escalation rate fall sharply.