Failure Analysis
See why conversations fail, grouped by root cause.
The Failure Analysis card shows a donut chart of conversation failures, grouped by the reason they went wrong. When everything is running smoothly, you will see a "No failures recorded" message instead.
Root Causes
Failures are categorized into the following types:
| Root Cause | What It Means |
|---|---|
| Knowledge Gap | Your companion did not have enough information to answer the question |
| Out of Scope | The question fell outside what your companion is designed to handle |
| Hallucination | Your companion generated information that was not grounded in its training content |
| Misunderstood Intent | Your companion interpreted the question incorrectly |
| Incorrect Information | The answer contained factual errors from the training content itself |
| Missing Product Knowledge | A specific product detail was missing from your resources |
| Capability Gap | The visitor asked for something your companion cannot do (e.g., perform an action, access a system) |
| Tone Mismatch | The response tone did not match the situation or the visitor's expectations |
| Policy Block | A safety or content policy prevented the companion from responding |
How to Use This
- Knowledge Gaps are the most actionable failure type -- upload more resources or update existing ones to fill the gaps. Check Top Keywords to find the specific topics.
- Hallucinations require attention to your companion's guardrail settings and the quality of your training content.
- Out of Scope failures may be acceptable if visitors are asking about unrelated topics, but if they are common, consider expanding your companion's coverage.
- Review the Chat Sessions table to read the actual conversations behind these failures.
Last updated on