knowledge-gap

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• Outdated coverage: Articles that exist but no longer match current products/policies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:

1. Ticket volume (highest impact first)
2. Complexity of agent response (longer responses = bigger self-service opportunity)
3. 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)