What the knowledge gaps report is
After Vex has been running for a while, some questions will produce failed or neutral responses — the visitor didn't get a satisfying answer. Yaplet collects these cases and runs an AI analysis to find patterns: recurring question types, missing topics, and suggestions for new knowledge base articles or context tools you should add.
Where to find it
- Go to Automation → AI and open your Vex chatbot.
- Switch to the AI Responses tab to see the breakdown of response types (Successful, Neutral, Failed, Agent Requests, Context Tool outcomes).
- For the pattern analysis, switch to the Context Suggestions tab. Vex analyzes up to the last 500 failed responses and surfaces recurring gaps.
How to read the suggestions
Each suggestion identifies a topic or question cluster that Vex couldn't answer well, and recommends an action:
- Write a new KB article: A topic is entirely missing from your sources. The suggestion typically includes a proposed article title and key points to cover.
- Update an existing article: An article exists but doesn't go deep enough on a sub-question visitors keep asking.
- Add a context tool: Visitors are asking about live data (account status, order info) — a static article won't help here, but an API tool will.
Suggestions are generated on demand (not continuous). Click Generate suggestions to run the analysis. The button requires at least 10 new failed responses since the last analysis, and has a brief cooldown to prevent repeated runs.
What to do with the suggestions
- Write the missing KB articles and publish them. Vex auto-syncs within minutes.
- Update stale articles where Vex cited the right page but visitors still escalated — the article probably needs more detail or clearer steps.
- For live-data gaps, consider adding an API context tool for that data source.
- After fixing, run the analysis again a week later to see if the gap category disappears from the suggestions.
Tracking success rates
On the AI Conversation Reports tab, you can filter by date range to see your success rate trend over time. A rising success rate means your knowledge base is improving. A flat or falling rate means new question types are emerging faster than you're covering them — a normal pattern for growing products.
Next step
Once you've written new articles to close the gaps, check how citations are working: Vex citations — how it points users to source articles.