A question without coverage
The agent finds no answer in published content. Instead of improvising, it hands the conversation to a human.
Feature
A list of what the agent did not know
Every team knows the question: what should we add to the knowledge base. It is usually answered from memory or instinct. Here the answer builds itself, from real conversations where coverage was missing.
A closed loop
An entry in the register
The question lands on a list with its context: the topic, the channel, how many times it recurred.
A new article
Editors write the content, publish it and close the entry. From then on the agent answers by itself.
What it changes in the team's work
- Priority set by reality
- You write what is asked most often first, rather than what seemed most important in a meeting.
- Evidence of value
- A shrinking list is the simplest measure that the knowledge base is maturing.
- Material for people too
- Questions with no answer in the documents are usually the same ones a new team member cannot answer either.
- A product signal
- A recurring question about a feature that does not exist is information for product, not for support.
Start with what is actually missing
After a week of conversations the gap register lays out the editorial backlog by itself.