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Knowledge Gaps in your Knowledge Base
Knowledge Gaps in your Knowledge Base
Closing the Knowledge Gaps: How Instant Answers Keep the Frontline Ready
Closing the Knowledge Gaps: How Instant Answers Keep the Frontline Ready
During one of our user interviews, a sales person made an observation:
“I asked about the Silk browser in the chatbot, and it didn’t provide a reply.”
That one comment sparked a realization.
Not all “knowledge bases” are equal
Not all “knowledge bases” are equal
Too often, organizations think of a knowledge base as a dumping ground:
- PDFs, emails, documents, and databases thrown together
- Fed blindly into an LLM
- Hoping the system magically delivers clarity
The reality? Contradictions, outdated details, and information overload. That’s the fastest way to confuse your sales or service teams.
At Bsharp Converse, we believe a frontline-ready knowledge base must be curated—only verified, non-contradictory information makes the cut.
Discovering the gaps
Discovering the gaps
But even curated knowledge bases aren’t perfect. New products, market shifts, and competitor moves mean gaps will always appear. The questions of the field teams will always be one step ahead of the answers we have catalogued.
That’s where Instant Answers in Bsharp Converse changes the game.
For each channel, there are designated Experts who are in charge of maintaining the relevance and accuracy of the knowledge base. They can:
- Review the knowledge gaps flagged by frontline users
- Bunch similar unanswered questions together to save time
- Add or update the right information so that the entire team benefits
As these Experts respond, frontline employees get notified, and the knowledge base evolves—staying continuously relevant.
Why this matters
Why this matters
- No dead-ends: unanswered questions become opportunities.
- Expert efficiency: batch-responses save valuable time.
- Continuous relevance: the knowledge base adapts as markets, products, and schemes change.
- Integrity maintained: curated answers ensure field and customer commitments remain reliable.
Multilingual, at scale
Multilingual, at scale
Instant Answers in Bsharp Converse can:
- Take questions in 18 languages
- Respond in 18 languages
- Pull from thousands of curated documents
- Serve thousands of frontline users—instantly
More about Instant Answers
More about Instant Answers
If your organization seeks to provide clarity and speed on the frontline, explore Bsharp Converse’s Instant Answers.
If your organization seeks to provide clarity and speed on the frontline, explore Bsharp Converse’s Instant Answers.
It’s not just about having a knowledge base.
It’s about having the right one—always up to date, always ready to answer the latest questions from the field.
