An AI support agent is only as good as the knowledge powering it. Every resolution, every handoff, every customer experience traces back to one thing: whether the right answer was known and documented.
Knowledge Opportunities changes that. It shows you which topics your AI support agent is failing to resolve independently, which knowledge articles it's finding but can't use, and what to do to close the gap.
Here's how Assembled's Knowledge Opportunities works:
- Surface and prioritize issues in your knowledge base
- Diagnose the root cause behind every gap
- Make the right fix
Surface and prioritize issues in your knowledge base
The Knowledge Opportunities hub analyzes all of your customer conversations, surfaces where AI fell short of full resolution, and groups them into specific topics. In your dashboard, you can see a ranked list of topics where your knowledge base needs work.
Pre-built views let you cut through the list based on how you want to prioritize. "Highest Impact" are topics with the most gaps and the lowest resolution rates, so the topics hurting the most customers appears first. "Most Frequent" prioritizes topics by volume of gap cases. "Emerging Issues" highlights topics trending sharply upward, so you can get ahead of new gaps before they cause a crisis.
Diagnose the root cause behind every gap
Next up, you can click into any topic to see the actual customer questions driving failures, like "Does my plan cover lab work?" The activity log for each case shows exactly what the AI tried to retrieve and why it failed, so you're looking at the full chain from question to failed resolution, not just a summary.
You can also see which knowledge articles the AI retrieved for unresolved cases. These are articles the AI found but couldn't use to confidently resolve the question, sorted from most to least retrieved. The signal here is that these articles could be updated with language from recent gap cases.
Make the right fix
Update the flagged articles with the missing information, and your AI support agent can start resolving those questions on its own.
For example, "Membership FAQ" shows up as the top retrieved article in the "Membership & insurance" gap category. That means the AI is finding this article when customers ask about their plan, but the content doesn't cover what they're asking. Review the recent inquiries to see the specific questions, then update the article to fill the gap.
If a gap category has few or no retrieved articles, the AI isn't finding relevant content at all. You likely need to create a new article using the language your customers are actually using.
Once you've updated an article or added new content, you can monitor the impact. Our Knowledge Opportunities hub shows how gap cases and resolution rate shift for topics over time, so you can confirm your fix actually landed.
Built for support teams
Your knowledge base isn't something you can set and forget. Products change, policies shift, new edge cases come up all the time. We built Knowledge Opportunities so that support teams can own that evolution themselves. No waiting on your data team, no back and forth with your vendor. You can see exactly where your knowledge base needs work and fix it yourself.
See it in action
Knowledge Opportunities is rolling out now. If you're an existing Assembled customer and want to see it in action, reach out to your account team. You can also learn more about knowledge management best practices in our Help Center.
If you're looking for an AI agent platform that gives you the tools to continuously improve performance, not just deploy and hope, request a demo and our team will walk you through how Assembled could work for your support operation.
