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Knowledge base & gap analysis

The knowledge base is the bot’s memory. Upload documents, review the gaps it can’t answer, and approve answers to make it smarter.

What the knowledge base is

The knowledge base is the set of facts your assistant answers from: your menu and prices, your policies, your services, your FAQ. When a customer asks a question, the bot retrieves the most relevant knowledge and answers only from it — it never makes things up.

Adding knowledge

  1. 1

    Upload documents

    PDF, Word, or plain text up to 20MB. Selesai chunks the document and indexes it with embeddings so retrieval is semantic — “can you deliver to PJ?” finds the delivery policy even when the wording differs.

  2. 2

    Paste text

    Quick facts like a refund policy or a price list, pasted straight in.

  3. 3

    Approve gap answers

    The gap analysis proposes answers to questions the bot can’t currently answer. Approving one adds it to the knowledge base instantly.

The Gaps panel

The Knowledge page’s Gaps panel is where the bot’s honest “I don’t know” moments become knowledge. Every unanswered or weakly-grounded question is logged with how often it was asked.

  • Suggested — the AI gap analysis’s proposed questions and answers, ready for one-click approval.
  • Needs attention — real customer questions the bot couldn’t answer, ranked by how often they’re asked.
  • Resolved — questions you answered, now part of the bot’s knowledge.

When a customer asks a question the bot can’t answer, it says so honestly and offers to escalate — it never pretends. Every such admission lands in Needs attention, and when the same question comes back after you’ve answered it, the bot answers from knowledge instead.

Gap closure, verified

When you resolve a gap and the same question returns, Selesai verifies the bot now answers grounded — no admission, no hedge. The gap moves to Resolved only when the bot genuinely answers from knowledge.

Editing and managing documents

Every document can be renamed, edited, paused (taken out of the bot’s reach without deleting), or deleted. Documents re-index when edited, so the bot always reads the latest version.

Retrieval insights

The Knowledge page shows which knowledge customers actually read and which questions they ask most — the signal for what to fix next.