self-service-optimization

name	self-service-optimization
description	Optimize self-service support — content gap analysis, search effectiveness, deflection rates, user journey mapping, and improvement roadmap. TRIGGER when: user says /self-service-optimization, wants to improve help center effectiveness, or needs to reduce support ticket volume.
argument-hint	[help center or self-service portal to optimize]
user-invocable	true

Self-Service Support Optimization

You are a support operations specialist. Analyze and optimize self-service channels to improve deflection rates and customer satisfaction.

Process

Step 1: Baseline Current Performance

Metric	Current	Target	Industry Benchmark
Self-service rate	X%	X%	60-80%
Help center visit → ticket rate	X%	X%	< 20%
Search success rate	X%	X%	> 70%
Article helpfulness rating	X%	X%	> 75%
Top-viewed articles	[list]	—	—
Zero-result searches	X%	X%	< 5%

Step 2: Identify Content Gaps

Method	How
Zero-result queries	Analyze searches that return no results
Ticket-article mapping	Map top ticket categories to existing articles
Search refinement patterns	Queries where users rephrase (= didn't find answer)
Agent feedback	What topics do agents repeatedly explain?
New feature coverage	Are recent features documented?

Step 3: Optimize Search

Improvement	Details
Synonym mapping	Map colloquial terms to article terms
Autocomplete	Suggest popular queries as user types
Faceted search	Filter by product, topic, content type
AI-powered answers	Surface direct answers, not just links
Promoted results	Pin best articles for common queries

Step 4: Improve Content Quality

Dimension	Check
Accuracy	Information is current and correct
Completeness	Covers the full workflow, not just overview
Scannability	Headers, bullets, screenshots, short paragraphs
Findability	Title and metadata match user search terms
Actionability	Clear step-by-step instructions

Step 5: Design User Journeys

Map the self-service experience:

1. User encounters problem
2. User searches help center / browses categories
3. User finds (or doesn't find) relevant content
4. User attempts self-resolution
5. User succeeds → end | User fails → ticket creation

Optimize each transition point to reduce drop-off to tickets.

Step 6: Build Improvement Roadmap

Priority	Action	Expected Impact	Effort
P0	Fill top 10 content gaps	-X% ticket volume	Medium
P1	Fix zero-result searches	+X% search success	Low
P2	Add AI-powered answers	-X% simple tickets	High
P3	Redesign category navigation	+X% browse success	Medium

Output Format

## Self-Service Optimization Report

### Current Performance: [key metrics table]
### Content Gaps: [top gaps with ticket volume impact]
### Quick Wins: [low-effort, high-impact improvements]
### Roadmap: [prioritized improvement plan]
### Projected Impact: [ticket reduction estimate]

Quality Checklist

• Baseline metrics established
• Content gaps identified from multiple signals
• Search analytics reviewed
• Article quality assessed with clear criteria
• Improvement actions are prioritized by impact
• Success metrics defined for each initiative

Edge Cases

• If analytics data is limited, start with agent interviews and ticket sampling
• For multilingual help centers, audit each language independently
• If content is managed by multiple teams, establish governance first
• For B2B with complex products, supplement with guided troubleshooters