Chatbot prompt analytics: Identify knowledge gaps and user behaviour

In this webinar, Selvaraju Murugesan, Senior Director – Data Science at Kovai.co, shared how chatbot prompt analytics can help documentation teams uncover knowledge gaps, understand user intent, and make smarter content decisions.

What Was Covered:

• Identify knowledge gaps faster by analyzing unanswered user queries.
• Understand user behavior through the questions customers ask most frequently.
• Differentiate between in-scope and out-of-scope queries to prioritize documentation improvements.
• Cluster similar prompts to uncover recurring themes and documentation opportunities.
• Leverage user feedback signals such as likes, dislikes, and comments to improve content quality.
• Track content utilization to understand which articles AI relies on most when generating answers.
• Monitor AI performance and hallucinations to continuously improve answer accuracy and user trust.
• Use analytics-driven insights to reduce support tickets and enhance self-service success.

Why It Matters

Your chatbot conversations are more than support interactions.

They provide direct insight into what users are searching for, where documentation falls short, and which content delivers the most value.

By turning chatbot data into actionable insights, teams can create better documentation, improve customer experiences, and drive higher self-service adoption.

Ready to Put These Insights into Practice?

See how Document360’s chatbot analytics helps you identify content gaps, uncover user needs, and continuously optimize your knowledge base with data-driven decisions.

Book a Demo Today and discover how to transform chatbot conversations into documentation improvements.