Overview
The Insights Hub is a powerful feature in Z360 that helps you identify gaps in your AI agent’s capabilities. It automatically detects and surfaces two types of gaps discovered during real user conversations:- Knowledge Base Gaps: Topics or questions where your knowledge base couldn’t provide relevant information
- Skill Gaps: Instructions or workflows that users requested but no Skill exists to guide the agent
Accessing the Insights Hub
- Navigate to your Z360 dashboard
- Click on AI Studio in the left sidebar
- Select Insights Hub from the submenu
Understanding the Insights Hub Interface
Tabs
The Insights Hub organizes insights into three tabs:- New Insights: Newly detected gaps that need your review
- Accepted Insights: Gaps you’ve acknowledged and plan to address
- Rejected Insights: Gaps you’ve dismissed as not relevant or necessary
Insight Cards
Each insight is displayed as a card containing:- Gap Type: Either “Knowledge Base Gap” or “Skill Gap”
- Occurrences: The number of times this gap was detected across conversations
- Description: A summary of what the user was looking for and why the agent couldn’t help
- Sources: Links to the original conversations where the gap was identified
- Action Buttons: Accept or Reject the insight
Types of Insights
Knowledge Base Gap
A Knowledge Base Gap occurs when a user asks about a topic that your knowledge base doesn’t cover. For example:- User asked about integration options with third-party CRMs, but no documentation exists about API connectivity
- User inquired about pricing plans, but the knowledge base returned no relevant information
- User requested details about participant limits for demos, but no documentation covers this topic
Skill Gap
A Skill Gap occurs when a user requests instructions or a workflow that your agent doesn’t have a Skill for. For example:- User requested a specific support process, but no Skill explains the steps to follow
- User wanted a repeatable customer workflow, but no Skill is available to guide the relevant Expert
Managing Insights
Reviewing New Insights
- Go to the New Insights tab
- Read through each insight card to understand what users were looking for
- Click on the source conversation link to see the full context of the interaction
Accepting an Insight
When you identify a valid gap that should be addressed:- Click the Accept button on the insight card
- The insight moves to the Accepted Insights tab
- Use this as a reminder to create the missing documentation or Skill
Rejecting an Insight
When an insight isn’t relevant or doesn’t require action:- Click the Reject button on the insight card
- The insight moves to the Rejected Insights tab
- Rejected insights are kept for reference but won’t appear in your active queue
Searching and Filtering
- Use the Search insights… bar at the top right to find specific insights
- Click the Filter button to narrow down insights by type or other criteria
Acting on Insights
For Knowledge Base Gaps
- Accept the insight to acknowledge the gap
- Navigate to AI Studio → Knowledge Base
- Add new or update documentation covering the missing topic
- Reference the insight description to ensure you address what users were actually asking about
For Skill Gaps
- Accept the insight to acknowledge the gap
- Navigate to AI Studio → Skills
- Use Add skill or update an existing Skill to guide the requested workflow
- Review the Skill with the Expert that will use it before enabling it
Tips
- Review regularly: Check the Insights Hub frequently to stay on top of user needs
- Prioritize by occurrences: Insights with higher occurrence counts indicate more common user requests
- Use conversation context: Always review the source conversation to fully understand what users needed
- Track accepted insights: Use the Accepted Insights tab as your improvement backlog
- Don’t ignore patterns: Multiple similar gaps may indicate a significant feature or documentation need