retune keeps a list of those questions for you, grouped, so you answer each one once. it's free if you run your own copy of retune. it runs on your own computer, with an agent that builds what you ask for.
the clinic in the video is acme dental. i made it up to show the feature. its bot is called ava.
a bot answers from what you gave it: your pages, your files, your notes. if none of that covers the question, a careful bot says it doesn't know. that's the right thing for it to do. a bot that makes up a price is worse.
after that the question usually goes nowhere. it sits in a chat you'd have to open to find.
the gaps tab isn't switched on for new accounts by itself. sign up, then email me and say you want the gaps tab on your bot. once it's on, it shows up next to your other tabs, with a count of open questions.
a question lands there when the bot says it doesn't know. a thumbs down on an answer counts too, if ratings are on for your bot. it also lands there when none of your pages or files say anything about it, or when someone asks for a real person. a plain "please call us" doesn't count on its own.
the same question asked five ways is one card. each card says how many times it came up and why it landed there. if your bot has been live for a while, the scan past conversations button goes back through the older chats too. in the video that scan turned up six cards, and invisalign was one of them.
open a card and you see every way it was asked, what the bot said back, and a link to each chat.
you can write the answer yourself, or click draft with ai.
the draft uses what the bot already knows. it leaves blanks for what it can't know, like whether you offer the treatment and what it costs. you can't save until every blank is filled. read the rest of the draft too, since it can still get something wrong.
then save and retrain. the answer is stored on the train tab as a source called "knowledge gap answers", next to your other sources. the old chat stays as it was. in the video, the next patient asked about "clear aligners" instead and got the same answer.
some cards aren't missing knowledge. someone who just wanted a person, for example. you dismiss those, and you can open them again later.
the full steps, one by one, are in how to improve chatbot answers.
it helps if real people use your bot and some of their questions have no written answer yet.
it won't catch a bot that's confidently wrong. if the answer sounds sure, matches your pages well and nobody gives it a thumbs down, it doesn't land in the inbox. if that's your problem, when your chatbot gives the wrong answer is the page for it.
a few plain answers:
if you want the bigger picture, not just the misses, what customers ask your chatbot shows the topics people write in about.
if it's useful, take it. if it's missing something, tell me.
olive