💡 Opportunities (beta): AI Agent proactively tells you how to improve your knowledge

This feature is rolling out progressively over the next 4 weeks starting today. If you don’t see the Opportunities page on your account yet, that’s normal! It will become available to all accounts by mid March.

Your AI Agent now analyzes its own conversations to surface actionable opportunities that help you improve your knowledge quality — so your AI Agent performs better over time.

What you can do

From the new Opportunities page (under AI Agent), you can review two types of opportunities:

Resolve conflict: When two pieces of knowledge contradict each other (e.g., a guidance says one thing, a help center article says another), you'll see exactly what's conflicting and can resolve it directly from the page.

Fill knowledge gap: When customers are asking about topics your AI Agent doesn't have knowledge for, you'll get an AI-generated summary of what they're asking — so you know exactly how to improve your knowledge.

Opportunities are sorted by the number of tickets affected, so you always tackle the highest-impact issues first.

Why it matters

Until now, spotting where your knowledge base was falling short meant manually reviewing tickets. Opportunities flips this — your AI Agent does the analysis and brings the issues to you, prioritized by impact.

How to access

Navigate to AI Agent > Opportunities.