Knowledge Gap
User searches that fail to yield any response or results are called Knowledge Gaps. These gaps can arise for various reasons, such as the unavailability of a matching artifact or permission issues. When Luma cannot find matching information for the inquiries, Luma considers it as implicit feedback for the search. This feedback is valuable input for curators and administrators who utilize this information to identify knowledge opportunities. By analyzing the patterns of unsuccessful searches, they gain insights into the specific areas where information is lacking. This analysis enables them to create new artifacts, develop comprehensive knowledge, and fill the identified gaps.
The Knowledge Gap workspace is designed to bridge the gap between the knowledge available in your organization and what users are trying to access. The workspace helps in identifying and resolving knowledge gaps. On the Knowledge Gap screen, they can develop artifacts that address the missing information and ensure that future searches yield relevant and valuable results. This facilitates continuous Knowledge improvement and ensures that users have access to comprehensive and up-to-date knowledge.
Navigate to Knowledge Management → Knowledge Gap workspace.
The workspace lists all the user search results that do not result in a relevant Knowledge Article or skill in the Virtual Agent. All such Phrases are recorded as Knowledge Gaps and are available for the Curator’s review and action.
Luma Knowledge allows the curator to resolve the identify Knowledge Gap by:
Create a New Artifact
As a Curator, you can create new artifacts to resolve one or more Knowledge Gaps. To do so, do the following:
On the Knowledge Gap screen, select one or more knowledge Gap records to resolve.
You can filter the records on Inquiries, Topics, Subjects, and Actions.
On the right pane, under Create Artifact, select the method to initiate new article creation.
A Curator can create a new Artifact from scratch or use Generate AI.
Research Internet:
When Open AI and 'Resolve Knowledge gaps' feature is enabled for your tenant, a Curator could use Generate AI (such as Open AI) to fetch knowledge information based on the selected records. For more information refer to Enable Open AI Features.
Click on Reseach Internet.
The Inquiry and Keyphrases from the selected records are used to query and generate information using Open AI.
Click on ‘View Query’ to view the data used to fetch information from the Open AI.
You can add or remove key phrases and inquiries used. You may add additional context, such as Key-value pairs, User Role, Department, and Domain information. If you wish to look for information from a specific Website, provide the URL.
Once the required updates are done, click Fetch information.
The generated data is used to create and fill the artifact fields.
Once you have reviewed the information, click on ‘Create’ to create the artifact.
This triggers the Artifact creation process. The system uses the content to create an artifact and generate information such as Keyphrase and Summary. For more information on Artifact Curation, refer to Create an Artifact.
The Key phrases and Metadata used to build knowledge are automatically added to the new artifact. This ensures the artifact is returned going forward for similar searches.
On the ‘Updates Queries’ pop-up, click on the 'View Prompt' to view the prompt sent to Open AI.
Create from Scratch:
If 'Resolve Knowledge gaps' is NOT enabled for your tenant, you can manually add the artifact details. The option is also available if Open AI is enabled.
Add content and click on Create to add the artifact to the Knowledge Store.
The Key phrases and Metadata used to build knowledge are automatically added to the new artifact. This ensures the artifact is returned going forward for similar searches.
Resolve Invalid Knowledge Gaps
If the user searches identified as Knowledge GAps are invalid or do not require any further action, you can simply resolve the gaps. To do so, follow the below steps:
On the Knowledge Gaps screen, select the required records.
Click on Invalid Gaps.
On the confirmation pop-up, click on Yes.
The records are resolved and are no longer available in the Curator’s action list.
Link to an Existing Artifact
If an artifact already exists that may answer the query listed as a knowledge gap, you can resolve the query by linking it to an existing artifact. To do so, follow the below steps:
On the Knowledge Gaps screen, select the required records.
Click on the Link to Artifact.
On the artifact pop-up, select the artifact that can answer the unresolved query.
Once selected, click on Link Artifact.
The records are resolved and are no longer available in the Curator’s action list.
The Key phrases and Metadata from the select records are added automatically added to the selected artifact. This ensures the artifact is returned going forward for similar searches.