What is Knowledge Gap

During the process of serving users, human customer service may need to escalate and handle issues due to insufficient knowledge and methods. The best practices from this interaction are then recorded and added to the customer service manual. When a similar problem is encountered next time, the customer service agent can prioritize using this knowledge or method.

Although Solvea also encounters situations where it needs to transfer to a human agent due to a lack of knowledge, it can enable its self-learning ability. It extracts and clusters high-frequency Q&A content from a massive volume of work orders and automatically adds it to the knowledge center. This improves the scope and accuracy of its own problem-solving, creating a positive cycle of self-learning, knowledge accumulation, and application. It significantly reduces the time customer service staff spend organizing, refining, and summarizing knowledge from massive daily conversations.

Solvea can perform self-learning from the following types of conversations:

🎵 Learn More：

Get Start from “Lack of Knowledge”

https://www.voc.ai/docs/bot/ Get_Start_from_LackofKnowledge

Get Start from “Conversation History”

https://www.voc.ai/docs/bot/Selflearning_from_Conversation_History