- Topics: What do your guests talk about? And how often?
- Knowledge gaps: Where could the AI not answer? Where did it contradict itself?
Requirements
- You are a hotel admin or have a higher role. Members and editors do not see AI analysis.
- You find it in the left navigation under AI analysis when you have a hotel open. There are two pages: Topics and Knowledge gaps.
Only conversations from 16 September 2026 onwards are analyzed. Older conversations are not analyzed retroactively.
When do new conversations appear in the analysis?
Chat: The AI waits until no message has arrived for 60 minutes. Then it analyzes the chat. You see the result about 60 to 75 minutes after the last message. If the guest writes again later, the new messages are analyzed too. Phone AI: The AI analyzes each call separately as soon as it has ended. You see the result about 15 minutes after the call. With a high message volume, it can take a little longer. All texts in the analysis are in your hotel’s default language. The guest’s language does not matter.The “Topics” page
Filters
- Channel: Chat AI, Phone AI and Live Chat (staff). Default: Chat AI and Phone AI.
- Time period: The default is the last 7 days including today. You can select up to 366 days at once.
- View: Word cloud or List.
Word cloud and list
In the word cloud, a topic is larger the more often it came up. Related topics have the same color. For example, booking and rooms are blue, food & drinks and wellness are green. The list shows each topic with the number of conversations and the share in percent.Where do the topics come from?
The topics come from a fixed list by DialogShift. Examples are check-in time, parking, breakfast or spa opening hours. You cannot change the list. If no topic fits, it is called other. Only what the guest brought up counts. What the AI or a staff member mentioned on their own does not count. For each topic, the AI creates subtopics. For the topic breakfast, these could be “breakfast times” or “gluten-free breakfast”. All hotels of a brand use the same subtopics. If the hotels of your brand have different default languages, subtopics may therefore appear in different languages.Details of a topic
Click a topic. On the right you see:- Topic rank: The topic’s position by number of conversations. #1 is the most frequent topic.
- Conversations: How many conversations had this topic.
- Share of conversations: What percentage of all analyzed conversations had this topic.
- Subtopics: For each subtopic, the share of all conversations and the share within this topic.
A conversation usually has several topics. If you add up the shares of all topics, you therefore get well over 100%. Only conversations with at least one topic are counted.
View the conversations
Click Open all X conversations. For a subtopic, click open. You go to Live Chat and see exactly these conversations. At the top you see the note Topic filter from AI analysis. Click the X (Remove filter) to return to the normal list. If it says No chats, the conversations have already been deleted because the retention period has expired. The numbers in the analysis are kept anyway.The “Knowledge gaps” page
What is a knowledge gap? What is a knowledge conflict?
Knowledge gap: The guest wanted to know something, and the AI did not have the information. For example: “How to adjust the room temperature.” It is not a knowledge gap if- the guest asked about their own booking or invoice,
- it was about live data, for example free rooms or current occupancy,
- the guest needed someone to do something on site,
- the guest wanted to know whether a staff member is available right now,
- a staff member replied in Live Chat,
- the input was unintelligible, for example because of typos or misrecognized speech.
Filters and numbers
- Visibility: Hidden & solved excluded is the default. With All shown you also see hidden and solved entries.
- Channel: Chat AI and Phone AI. Here, Chat AI stands for all text chats.
- Time period: The default is the last 7 days.
- Open knowledge gaps and Open knowledge conflicts: Number of entries in the time period that are not yet solved or hidden.
The table
Each row belongs to exactly one conversation. If five guests ask the same thing, you see five rows. The newest entries are at the top.For Phone AI, open shows all calls from the same phone number. The right call is the one with the time under Occurred on.
Hide an entry
Click the eye icon. The entry disappears from the list and stays hidden. If another guest asks the same thing, a new entry appears for that. To see it again, select All shown and click the eye icon again.Fix a knowledge conflict
A new FAQ does not help with a conflict. The information already exists, just twice and differently. Here is what to do:- Click Help, then open. Read the conversation.
- Check which of the two statements is correct.
- Find the wrong statement in your FAQs, URL/PDF content or instructions. Correct or delete it.
- Then click Hide knowledge conflict.
Close a knowledge gap
A knowledge gap is solved when you assign an answer to it. The answer is an FAQ or a URL/PDF. Click solve. The Store answer window offers you three ways:Way 1: Create a new FAQ
- Click Create FAQ. The AI briefly looks for a matching, still empty FAQ in your catalog.
- If it finds one, this FAQ opens. At the top it says AI picked the FAQ ”…”. If you prefer a new FAQ, click Change assignment.
- If it finds none, a new FAQ opens. Name and category are already filled in.
- The first answer field contains the guest’s question. Write the answer and save.
Way 2: Add to an existing FAQ
Under Or edit an existing FAQ you see up to three FAQs that might fit the question. FAQs of your brand are marked Brand level. You only see them if you are allowed to edit the brand.- Click Edit next to the matching FAQ.
- Add the answer and save.
Way 3: Store a URL or PDF
- Click Store URL or PDF. URL and PDF management opens.
- Enter the URL or upload the PDF. Add it.
The AI also solves gaps itself
When you add new knowledge, the AI checks whether it answers open gaps. If an answer fits completely, the gap is solved automatically and marked with ✨. This happens when you- save an FAQ for the first time. For a brand FAQ, the AI checks all hotels of the brand.
- save an existing FAQ via solve.
- add a URL or PDF via Store URL or PDF.
If you change an existing FAQ directly under AI Content, the AI does not check the open gaps. The same applies if you add a URL or PDF directly in URL and PDF management.If you still want to close all matching gaps, click solve on one of them and choose the FAQ under Or edit an existing FAQ. Save it. The AI then also checks all other open gaps.
Remove a solution
In the Status column, click ✨ or 🔗. Then click Remove link. The gap is open again. The FAQ or document is kept. If you delete an FAQ or document, its gaps automatically become open again. An FAQ that you only deactivate stays as a solution. A gap always has only one solution. If you assign a new one, it replaces the old one.See solved gaps in the FAQ
Open an FAQ or a URL/PDF. Under Linked knowledge gaps you see which gaps were solved with it. Use Disconnect to remove a solution. Only hotel admins and higher roles see this section, and only if at least one gap is linked.How long is the data kept?
Your hotel has a retention period for guest data. After it expires, this happens:- Topics and subtopics are kept. The numbers for past periods do not change.
- Knowledge gaps and conflicts are deleted, because they contain conversation content. The list therefore only goes back as far as the retention period.
- FAQs, URLs and PDFs are of course kept.