Answer rate, explained
It's the most direct measure of whether the knowledge base covers what customers ask. A low rate means missing content, not a bad AI.
To raise it, review the questions the bot couldn't answer, group similar ones, and add the missing facts as pages, documents or short FAQ text.
Track it over time: a sudden drop usually means a new product, policy or season that the content doesn't cover yet.
In AgenBase
AgenBase analytics show the answer rate, and on Pro and Business list the questions your agents couldn't answer, grouped by topic. Add the missing answer in one click and the agent uses it from then on.