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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
  • Ability Gaps: Actions or workflows that users requested but no ability exists to handle
By reviewing these insights, you can continuously improve your agent’s effectiveness by adding missing documentation and creating new abilities based on actual user needs.

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Accessing the Insights Hub

  1. Navigate to your Z360 dashboard
  2. Click on AI Studio in the left sidebar
  3. Select Insights Hub from the submenu

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Understanding the Insights Hub Interface

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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

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Insight Cards

Each insight is displayed as a card containing:
  • Gap Type: Either “Knowledge Base Gap” or “Ability 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

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Types of Insights

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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

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Ability Gap

An Ability Gap occurs when a user requests an action or workflow that your agent doesn’t have an ability for. For example:
  • User requested to schedule a callback with a sales representative, but no ability exists to handle callback scheduling
  • User wanted to route their inquiry to a specific team, but no sales team routing ability is configured

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Managing Insights

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Reviewing New Insights

  1. Go to the New Insights tab
  2. Read through each insight card to understand what users were looking for
  3. Click on the source conversation link to see the full context of the interaction

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Accepting an Insight

When you identify a valid gap that should be addressed:
  1. Click the Accept button on the insight card
  2. The insight moves to the Accepted Insights tab
  3. Use this as a reminder to create the missing documentation or ability

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Rejecting an Insight

When an insight isn’t relevant or doesn’t require action:
  1. Click the Reject button on the insight card
  2. The insight moves to the Rejected Insights tab
  3. Rejected insights are kept for reference but won’t appear in your active queue

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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

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Acting on Insights

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For Knowledge Base Gaps

  1. Accept the insight to acknowledge the gap
  2. Navigate to AI Studio → Knowledge Base
  3. Add new or update documentation covering the missing topic
  4. Reference the insight description to ensure you address what users were actually asking about

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For Ability Gaps

  1. Accept the insight to acknowledge the gap
  2. Navigate to AI Studio → Abilities
  3. Update or create a new ability to handle the requested workflow
  4. Design the flow based on what users were trying to accomplish

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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

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What’s Next?

After addressing insights, your agent will be better equipped to handle similar requests in future conversations. Continue monitoring the Insights Hub to maintain a feedback loop between user interactions and agent improvements.