Skip to main content

FAQ

What does an Uncertain response mean?​

In Kapa, an answer is labeled as Uncertain when the system determines that there isn't enough information to confidently respond to the user's question. This automatic classification occurs after Kapa generates an answer and evaluates the adequacy of the available knowledge sources. Typically, you'll see this indicated by Kapa saying something like, "Hmm, I do not have enough information."

You can find Uncertain responses on the /conversations page of the Kapa platform and filter them using the dropdown menu.

How is uncertainty measured by Kapa?​

Kapa measures uncertainty based on the confidence level in the retrieved information related to the user's question. If Kapa concludes that the knowledge sources do not sufficiently cover the topic, it classifies the response as Uncertain.

How can I use Uncertain responses to improve my content?​

Uncertain responses are valuable for identifying improvement opportunities in your documentation and knowledge bases. By analyzing these responses, you can discover gaps where users' questions are not adequately answered because of missing content or product features.

There are two ways to review Uncertain responses:

  1. Individually: Review the /conversations tab and filter for uncertain.
  2. Grouped: Review common questions and toggle for uncertain. Learn more about this process in our Common Questions Analysis guide.