Question Analytics
See trends in customer questions and the questions the AI couldn't answer
In Analytics → Question Analytics in the sidebar, you can see what customers are asking, grouped by category, and review the questions the AI couldn't find answers for (knowledge gaps).
You can filter by period (This week / This month / Last 7 days / Last 14 days / Last 30 days, or a custom range from the calendar).
You can also open Question Analytics from the team-wide Usage page. There, you can analyze multiple agents together.
Question Category Breakdown
Questions are automatically sorted into categories such as "Check-in / Check-out" and "Dining & Restaurant", with counts and percentages for each.
Accommodation agents only
Question categorization currently applies only to agents in the Accommodation industry categories (City & business hotels, Resort & luxury hotels, Ryokan / hot springs / minshuku, Other accommodation, and Outdoor accommodation). For agents in other industries, questions are not sorted into categories. "Unanswered Questions" is available for all industries.
- Turn on Show subcategories to see a more detailed breakdown.
- Click a column header to sort.
This shows which topics customers care about most, helping you decide which knowledge to strengthen first.
Unanswered Questions
A list of questions the AI couldn't find an answer for in the knowledge. It shows the question, the AI's response, and when it was detected.
Resolve by adding to Q&A
Enter the correct answer
The question is filled in automatically. Enter the correct answer in "Edited Answer" (up to 1,024 characters).
Click "Save to Q&A"
It's added to Q&A, and the question disappears from the list.
After adding it, ask the same question in Test to confirm it's answered correctly.