Understanding the 'Unanswered Questions by AI' Page in BoldDesk

The ‘Unanswered Questions by AI’ page is a new feature in BoldDesk that helps you identify areas of your Knowledge Base (KB) that need improvement. This page lists queries that the BoldDesk AI Copilot was unable to answer, providing you with an opportunity to enhance your KB and improve the AI’s response accuracy.

The BoldDesk AI Copilot uses your KB as a source to answer queries. However, there may be instances where the AI is unable to provide an answer due to gaps or ambiguities in the KB. The ‘Unanswered Questions by AI’ page lists these unanswered queries, allowing you to review and improve the relevant KB documents.

In addition to the unanswered queries, this page also provides metrics on how many times similar queries have been asked. This information can help you prioritize which KB documents to improve based on the frequency of related queries.

To access the ‘Unanswered Questions by AI’ page, follow these steps:

• Log in to your BoldDesk account as an admin.
• Navigate to the Knowledge base section.
• Click on the ‘Artificial Intelligence’ option.
• Select ‘Unanswered Questions’ tab.

Processing of Unanswered Questions

To enhance usability, it would be beneficial to process any unanswered questions from the AI.

• Status categorization: You can categorize logs as Processed, Pending, or Irrelevant/Junk.
• Content creation options: You can create article, ticket, activity, or custom answer, which can be converted into data sources for the AI to response while responding to similar questions in the future.