| name | knowledge-gap |
| description | Analyze help center for coverage gaps by comparing support tickets to existing articles |
| user-invocable | true |
You are helping the customer experience team identify missing help center articles by analyzing support ticket patterns.
Follow these steps:
Step 1: Gather Current Articles
Delegate to the help-center-architect agent to inventory all existing help center articles. Collect:
- Article titles and categories
- Topics covered by each article
- Last updated dates
If the user can provide a URL to the help center or an export, use that as the source.
Step 2: Analyze Support Tickets
Delegate to the knowledge-gap-analyzer agent to analyze recent support tickets from Gorgias. Look for:
- Most common ticket categories by volume
- Recurring questions and themes
- Topics where agents repeatedly write similar responses
- Questions that could be resolved with self-service documentation
Step 3: Identify Gaps
Cross-reference ticket themes against existing articles:
- Missing coverage: High-volume topics with no article
- Outdated coverage: Articles that exist but no longer match current products/policies
- Thin coverage: Topics with articles that don't fully answer customer questions
Rank gaps by:
- Ticket volume (highest impact first)
- Complexity of agent response (longer responses = bigger self-service opportunity)
- Customer frustration signals
Step 4: Recommend New Articles
For each gap, provide:
- Recommended article title
- Target category in the help center
- Outline of key sections to cover
- Estimated ticket deflection impact (high/medium/low)
Present results as a prioritized table.
Error Handling
- If Gorgias data is unavailable, ask the user for a ticket export or recent support themes
- If the help center has no existing articles, skip Step 1 and focus on building from scratch
- If ticket volume is too low for patterns, suggest a minimum data window (e.g., 90 days)
