Customer insights

Ernest shows you the questions that your store does not answer well.

How this works

Ernest reads the conversations. Ernest groups the questions that are the same. If a question comes three times or more, Ernest makes a card.

Each card shows:

• the subject of the question
• the number of conversations
• the words of the customers, without a change
• the reason that Ernest could not answer

Read the cards

1. Click Insights.

The cards are in order. The card at the top has the most conversations.

Use a card

A card shows a gap in your content. To close the gap:

1. Read the questions on the card.
2. Add the answer to a page of your store.
3. Add the page as a knowledge source.

Ernest then answers this question without you.

If there are no cards

Ernest needs three conversations about the same subject. A new store has few conversations. The cards show later.