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Knowledge gaps and suggestions

See what Texa AI couldn't answer, write the missing answers, and approve improvements drafted from how your team answered.

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Texa AI gets better as you fill in what it doesn’t know. Two tabs in Texa AI → Knowledge do this for you.

Gaps

Gaps lists questions Texa AI couldn’t answer, and words it couldn’t place, from your conversations on every channel. Near-identical questions are grouped as one.

Type your full name at the top, for the record. Then for each one:

  • Write the answer: opens Documents with the question as the title. Write the answer, save it and approve it.
  • For a word it couldn’t place, type What it means here and add it to the knowledge pack. It goes into a new version for you to approve.
  • Dismiss it if it’s not something Texa AI should answer.

Each gap shows how many conversations it came up in, with a customer’s words.

Suggestions

When Texa AI hands a conversation over and your team answers it, Texa AI learns from how they answered. Suggestions shows what it couldn’t answer and how your people answered instead, drafted as a change for you to approve. Suggestions are ranked by how many conversations each one touches.

For each one:

  • Approve as a new version: makes a new version of the document, waiting for approval in Documents. Nothing changes for customers until it’s approved.
  • Try it in an experiment: test the change on part of your live conversations first. See Experiments.
  • Reject it.

Decided shows what was approved or rejected, by whom, and where it went.

New suggestions appear as your team resolves conversations Texa AI handed over.

Still need help?

More in Texa AI

  • How Texa AI works What Texa AI does for your customers, where its answers come from, what it will never do, and how you stay in control.
  • The go-live checklist The steps the Overview checks before Texa AI answers customers on its own, and what to do for each one.
  • Texa AI's name, tone and languages Give Texa AI a name, a tone, a greeting and an email sign-off, choose its languages and voice, and set how long conversations are kept.
  • Choose how Texa AI works in each inbox Turn Texa AI off, on in shadow mode or live for each inbox, go live in steps, add testers, and set its procedures, languages and hours.
  • Hand-over routes Decide which team gets a conversation when Texa AI hands it over, with what priority, labels and ticket, and what happens if nobody answers in time.
  • Knowledge: teach Texa AI your answers Give Texa AI your FAQs, prices, fees and policies by typing them, uploading files, reading your website or using your help centre, then approve them.
  • The knowledge pack Tell Texa AI how your business works, what it is not, what it may and may never promise, and when it must hand to a person.
  • Procedures Tell Texa AI how to handle each kind of request, in your own words or from conversations your team handled well, then check, approve and improve it.
  • Simulations Let AI-played customers talk to Texa AI in the sandbox, against your procedures and test answers, before a real customer does.
  • Experiments Try a changed procedure set on part of your live conversations, against the one you run now, and keep whichever does better.
  • Actions: connect your systems Let Texa AI look things up and make changes in your own systems, with ready-made connectors or your own API, under rules you set.
  • Texa Relay for systems behind your firewall Let Texa AI look up records in your core banking or database without opening your network, through a relay that runs inside it.
  • Quality checks Run checks on every conversation, by words or in plain English, get alerts when something needs attention, and review Texa AI's conversations.
  • Safety Stop Texa AI at once with the kill switch, download or delete a customer's data, see where your data lives, and read every change made to Texa AI.
  • Texa AI inside your current helpdesk Keep Zendesk, Freshdesk, Intercom, HubSpot, Salesforce or Zoho, and add Texa AI to it as an agent of its own.