Missing information — where the agent says "I don't have that information" or gives an incomplete answer — is the most fixable performance issue. Here's a systematic approach to finding and filling every gap.
Identifying the gaps
The best sources for identifying knowledge gaps are:
- Conversation transcripts — read through recent chats. Anywhere the agent said "I don't have that information" or gave an evasive answer is a gap to fill.
- Analytics → Top unanswered questions — the dashboard shows you which questions came up most often that the agent struggled with.
- Your own test sessions — ask your agent every question a real customer might ask. Note which ones it can't answer specifically.
Quick fix — manual Q&A entries
For any identified gap, the fastest fix is a manual Q&A entry in the knowledge base. This takes 2 minutes and immediately gives the agent a precise answer to draw from.
Format: Write the question the way a customer would ask it. Write a complete, specific answer. Include any relevant details (numbers, timelines, conditions).
Systematic knowledge base audit
Once a month, run through this audit checklist:
- Can the agent answer all pricing questions specifically?
- Can it answer every service/product question with real details?
- Does it know the refund and cancellation policy?
- Does it know all contact options and opening hours?
- Does it know the next step / how to book?
- Can it handle "how long does it take?" for every service?
Any "no" is a gap to fill immediately.
Keep it current
Missing information often develops over time as the business changes but the knowledge base doesn't. Set a monthly reminder to review: Has pricing changed? New services added? Old ones removed? Policies updated? Each change needs to be reflected in the knowledge base within 24 hours of the change happening.