Understanding Unanswered Questions in BoldDesk to Improve AI Accuracy
The ‘Unanswered Questions by AI’ page is a 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 and AI Agent were unable to answer, providing you with an opportunity to enhance your KB and improve the AI’s response accuracy.
The BoldDesk AI Copilot and AI Agent use 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’ 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.
- Navigate to the Artificial Intelligence module.
- Select the ‘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 an article, ticket, activity, or custom answer, which can be converted into data sources for the AI to use while responding to similar questions in the future.
Watch the visual below for further illustration.
