AI Agent 2.0: Knowledge Gap Detection

AI

AI Agent 2.0 now identifies the specific knowledge gaps causing escalations and suggests content to fill those gaps.

What are AI Opportunities:

AI Opportunities analyses escalated conversations to pinpoint where your AI agent lacks the knowledge to handle requests. Since 40% of escalations are caused by missing knowledge, this feature helps you systematically close those gaps.

The feature now includes:

• Categorised opportunities grouped by topic (e.g., shipping options, return policies) with counters showing how many escalations each gap is causing

• Smart content suggestions that generate ready-to-use snippets based on how your human agents resolved similar escalated tickets

Why this matters:

Stop guessing what knowledge your AI agent needs and start addressing the gaps that are actually causing escalations.

• Reduce escalation rates by identifying and fixing the most common knowledge gaps first.

• Save time creating knowledge base content review and refine AI-generated suggestions instead of writing from scratch.

• Improve AI performance continuously as the system learns from how your team resolves escalated tickets.

In short:

AI Opportunities turns escalations into actionable insights, making it easier to build a smarter AI agent that handles more conversations without human intervention.

Available for: Customers with access to the Improve tab

[January 29](