Knowledge Base analytics
See what customers read, what they can't find, and which articles to fix.
The Analytics tab on the Knowledge Base page turns your articles and your customers' conversations into a to-do list.
Most viewed
The five published articles customers open most, with a bar relative to the top one. These are the ones worth keeping accurate.
Questions with no answer
Customer questions from the last 30 days that Kerabie AI had no article to answer from, with how often each was asked. Choose Write to start a new article with the question as its title. This is the quickest way to improve how many conversations the AI resolves on its own.
Helpfulness
Under each article in the chat widget and the mobile SDK, customers can answer Was this helpful? Articles with at least 3 votes are listed lowest first, so you can see which answers confuse people. Fixing them improves the AI's answers too, because it reads the same text.
A customer can vote up to three times per article per day.
Needs a refresh
Published articles that haven't been edited for 90 days, oldest first, with how long it has been. Open one to check it is still true.
From code
The same numbers are available as kerabie.kb.getStats() and kerabie.kb.getInsights(). See the Knowledge Base API.