Understand search gaps
What search gaps are
If your end users are using search in your flows but not getting the results they need, then there is a gap between what they are searching for and what they are finding. We call that a "search gap".
Filling search gaps is a great way to improve your customers' ability to self-service their requests and give them a better user experience, so it's important to be able to find and respond to these gaps.
How to find your search gaps
Mavenoid's AI tracks every time a user's search finds no results, a user rejects all results and searches again, or a user rejects all results and chooses "None of the above". It also looks at cases where the user selected a result, but then abandoned or escalated the conversation instead of reaching a self-service resolution. Searches that had these outcomes are then grouped into topics so that you can see which areas have search gaps even if the exact search string is different.
Gaps analysis results can be reviewed for an individual flow or across all flows. Note that it takes a few hundred interactions for actionable results to be produced, so you may not be able to see your gap analysis results right away.
Individual flow
Within a flow, click the "Advice" button with the megaphone icon.
The Advice pane will open, and if you have AI gap analysis results, they will be visible here.
The topics are ordered by frequency. You can click any topic to see the specific search strings that are considered part of this topic. For any specific string, you can click the eye icon to see the full conversation where this string occurred.
Across flows
In the Flows list in the Assistant builder, click the "Search Gaps" button.
Search gaps from any flows that have them are listed. By default they are sorted by frequency, but you can also sort them by time.
Click on any topic to see which flows have this gap and to see the specific search strings that are considered part of this topic. For any specific string, you can click the conversation count to see the full conversations within the past two weeks where this string occurred.
How to take action based on your search gaps
A search gap means that users are looking for information and not finding it. Once you identify a gap, consider why the users are not finding the information they need, as different causes have different solutions.
- The information is missing. If the information is simply not in the flows, then the easiest solution is to add it. Note that if the search gap affects multiple flows, it may be easiest to add it to a component which can then be added to all affected flows.
- The information is hard to find. In some cases, the information might be present but be written in such a way that it isn't being returned as a match for the searches your users are making. Consider rewriting the content to match the way your users are describing it or adding search expressions to the existing nodes.
- The information is unclear. If the users are finding the information in your flows but still not resolving their own issues, the information may need to be rewritten to be clearer and easier to follow.
Once you've made changes to address a gap, you can mark the topic resolved by clicking its checkmark button within the gap analysis results.