Knowledge Gap: Feature Overview
The Knowledge Gap feature helps you keep your documentation accurate, complete, and always up to date. It automatically detects missing or outdated content in your knowledge base and even writes or updates articles for you, powered by real customer conversations.
Knowledge Gap ensures your customers get accurate answers faster while reducing repetitive workload on your support team.
What Is a Knowledge Gap?
A knowledge gap is a missing, incomplete, or outdated piece of documentation that prevents your knowledge base from fully answering customer questions.
The system identifies these gaps by analyzing support interactions and comparing them against your existing knowledge base. Each gap is then assigned a priority, Immediate, High, Medium, or Low, so your team knows exactly what needs attention first.
How Knowledge Gap Creates and Updates Articles
Knowledge Gap combines multiple AI capabilities to generate high-quality documentation that reflects real customer needs. Here’s how it works:
The AI starts by scanning your existing knowledge base.
This helps:
Prevent duplicate content
Maintain consistency with existing articles
Automatically create relevant internal links
Understand what information is already available
This ensures new documentation fits seamlessly into your current structure.
Next, the AI reads and interprets your support tickets and conversations.
This step allows it to identify:
Common customer pain points
Frequently asked questions
Issues users couldn’t resolve through existing documentation
Areas where your current content may be inaccurate or outdated
These insights form the basis of every identified knowledge gap.
For topics requiring external information such as integration guides, product features, changelogs the AI can browse the web and gather reliable details.
By combining internal KB search, support analysis, and external research, the AI determines exactly what your knowledge base is missing.
These content gaps could be:
Entirely missing articles
Outdated instructions
Incomplete troubleshooting steps
Incorrect or unclear information
Each knowledge gap comes with:
Priority level (Immediate, High, Medium, Low)
Number of times it was mentioned in tickets
Customer questions asked
Problems found in your current KB
Direct links to relevant support conversations
This gives you full context so you understand why the update matters.
Once a gap is identified, the AI can:
Write a brand-new article from scratch
Update an existing article
Improve clarity, correctness, and completeness
Add examples, steps, troubleshooting tips, and references
All updates are based on:
Real support conversations
Your existing documentation structure
External trusted sources
Conclusion
By combining KB search, support analysis, external research, and automated writing, the Knowledge Gap feature can handle everything from quick updates to detailed technical guides.
It ensures your knowledge base stays:
Accurate
Complete
Customer-focused
Always improving
Ultimately, Knowledge Gap helps customers find answers faster, while significantly reducing the load on your support team.