Improve resolution rate

A higher resolution rate means less agent effort and faster responses for visitors.

Strategy 1: Expand Knowledge Base

The most common cause of low resolution rates is an incomplete KB.

1. Check the Gaps (Knowledge Base → Gaps) — these are questions the bot couldn't answer
2. Write articles or snippets for the most common gaps
3. Snippets for short, frequent questions; Articles for complex topics

Strategy 2: Adjust Confidence Threshold

• Too high (> 0.85): Bot rarely finds relevant results → many handoffs
• Too low (< 0.6): Bot responds with irrelevant information → poor quality
• Sweet Spot: 0.70–0.80 for most use cases

Strategy 3: Review Handoff Keywords

Too many keywords lead to unnecessary handoffs. Check under Handoff Reasons if "keyword" frequently occurs and remove overly generic keywords.

Strategy 4: Increase Max Turns

If "max_turns" is a frequent handoff reason, increase the limit (e.g., from 3 to 5). The bot gets more chances to answer the question.

Strategy 5: Optimize System Prompt

A good prompt leads to better answers. Test different variants under AI → Test.

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