Improved knowledge analytics provide HR teams with clear visibility into how their knowledge base is discovered, consumed, and trusted by employees and AI Assistants.
Understand how your knowledge performs across both human and AI interactions, from search to resolution.
With improved knowledge analytics, you can:
- Understand how knowledge contributes to resolving employee queries
- Identify high-performing and underperforming knowledge content
- Discover knowledge gaps through search behavior
- Track the growing role of AI in knowledge utilization
Use case
Problem
Organizations lack a unified view of knowledge performance. This issue makes it difficult to identify gaps, prioritize improvements, and measure the real impact of knowledge on self-service and case deflection.
Solution
Through Knowledge Analytics, enable HR teams to:
- Understand how knowledge contributes to resolving employee queries
- Identify high-performing and underperforming knowledge content
- Discover knowledge gaps through search behavior
- Track the growing role of AI in knowledge utilization
This strengthens Tier-0 HR self-service, improves knowledge quality, and supports long-term AI-assisted service delivery.
Knowledge analytics blocks
The blocks displayed on this dashboard are preset and fixed to provide you with the best overall Knowledge analytics experience.
The Knowledge analytics metrics are as follows:
Knowledge searches
This tile displays the total number of both human and AI searches of your knowledge base within your defined analytics time period.
AI citations
These statistics are based specifically on AI citations in your knowledge base articles.
Knowledge deflections
As shown here, deflections are triggered when AI agents refer to a knowledge article in response to a specific user question.
Helpfulness
Helpfulness is based on thumbs-up/thumbs-down ratings and user comments on existing knowledge articles.
Performance overview
This tracks which knowledge is performing best and worst.
Most searched terms
The most searched terms, defined as ≥ 3 searches (keywords below this are excluded to reduce noise), are displayed here, along with the number of AI searches and deflection percentage.
Poor results
The poorest results, defined as ≥ 3 searches + Deflection rate < 25%, are captured and displayed here, with the number of AI searches and deflection percentage.
Engagement funnel
This shows how many searches, AI citations, page view events, scans, reads, and how much feedback has been left on specific articles within the knowledge base, using a funnel diagram.
Most helpful topics
Most helpful topics are based on thumbs-up/thumbs-down ratings and user comments on existing knowledge articles.
Least helpful topics
Least helpful topics are based on thumbs-up/thumbs-down ratings and comments by users on existing knowledge articles.