In-Product Assistant Gap Review

For a software or SaaS company, every release changes what customers ask the in-app assistant, and the questions it cannot answer are the clearest signal of what the release moved, hid or left undocumented. Without a review, those gaps sit in conversation logs until they turn into support tickets. This Botlit concept shows a post-release review for an in-product assistant that groups the questions answered without a matching passage, or escalated, by release and product area, and names the likely cause of each group.

The illustration opens the review inside AI Operations for a sample agency workspace, with the navigation entry carrying a count badge. The page is titled for the in-app assistant and one release, with filters for all areas or a single area such as a dispatch board, billing or mobile, and a since-release window of three days. Four tiles count questions, answers with citations, questions with no matching passages and escalations.

An Unanswered clusters section turns those numbers into work. Each card has a severity badge, a representative question, a question count and product area, a likely cause or, on the low card, the route the questions took, and one action. A high-severity cluster asking where drag-to-reassign went is traced to release notes that were never indexed and offers to index the PlanMagnet release notes for that release. A medium cluster asking about offline routes is traced to a capability the product does not have, flagged as a possible duplicate of an existing feature request, with a Send to PlanMagnet button. Another medium cluster points to an outdated help page with a Suggest doc update button, and a low cluster about invoice totals was routed to a billing agent, with a Review answers button. A Knowledge sources panel shows the help center and API reference as ready and the PlanMagnet release notes for the release as not indexed, with a Rebuild index button.

The design connects the review to two other Burdenoff products. PlanMagnet is designed as the source of release notes and the destination for feature requests, with a duplicate check before a new request is sent. An Escalations via FluidGrids panel lists the tickets raised through a FluidGrids workflow, each with its sample customer, time and status, one of them retried before it was created. A note at the foot states that nothing changes until a person approves each step, so no index, help page or request moves on its own. The concept is designed for support leads, product managers and documentation owners.