ZBrain
Log in
Book a demo
Agents Knowledge Gap Analysis Agent

Knowledge Gap Analysis Agent

Identifies recurring support issues missing from the knowledge base, highlighting areas for documentation updates.

About the Agent

The Knowledge Gap Analysis Agent is designed to improve the effectiveness of the knowledge base by identifying recurring support issues that need to be adequately addressed in existing articles. Using generative AI, this agent analyzes patterns in support tickets, customer inquiries, and feedback to detect topics or issues frequently encountered by the support team. By recognizing these gaps, the agent generates a list of suggested updates or new articles that can fill these informational voids, ensuring that common queries are more effectively addressed. The Knowledge Gap Analysis Agent helps customer support teams stay proactive in knowledge management, enhancing self-service options for customers and reducing the volume of repetitive inquiries. By continuously analyzing support data and refining its suggestions based on customers' evolving needs, this agent plays a key role in maintaining a comprehensive, up-to-date knowledge base. This approach not only improves customer satisfaction by providing them with accurate information but also boosts the support team's efficiency by reducing the need for repeated explanations of common issues.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Knowledge Gap Analysis Agent:

article_idtitletopics_coveredlast_updatedcustomer_views
KB001Account Setup BasicsAccount Management2023-12-015200
KB002How to Change PasswordSecurity2024-01-054800
KB003Managing NotificationsNotifications2023-11-153200
KB004Updating Payment MethodsBilling2023-10-204100
KB005Common App IssuesMobile Support2024-01-105300
KB006Understanding Subscription PlansSubscriptions2023-09-252900
KB007Data Export and Import BasicsData Management2023-08-152700
KB008General TroubleshootingGeneral Support2024-01-156000
KB009Enabling Two-Factor AuthenticationSecurity2023-07-223100
KB010Privacy and Security PoliciesSecurity2023-12-054000
ticket_idissue_summarycategoryresolution_statusknowledge_gap_notes
TKT001Error accessing account settingsAccount ManagementResolvedNot covered in KB
TKT002How to reset 2FASecurityPendingKB lacks 2FA troubleshooting guide
TKT003Steps to enable email notificationsNotificationsResolvedMinimal information in KB
TKT004Guidelines for exporting dataData ManagementUnresolvedExport process not fully documented
TKT005How to update billing infoAccount ManagementResolvedInadequate step-by-step guide
TKT006Unable to delete saved addressesProfile SettingsResolvedNo KB entry for managing addresses
TKT007Explanation of subscription levelsSubscriptionsResolvedSubscription FAQs lack detail
TKT008Issues with mobile app notificationsMobile SupportPendingKB article lacks troubleshooting steps
TKT009How to download transaction historyData ManagementResolvedNeeds detailed export guidance
TKT010Request for password policy informationSecurityUnresolvedNo dedicated article on password policies

Deliverable Example

Sample output delivered by the Knowledge Gap Analysis Agent:

Knowledge Gap Analysis Report


Generated on: 2024-02-15

Prepared by: Knowledge Gap Analysis Agent




Executive Summary


This report was generated to identify recurring support issues that are not adequately addressed by current knowledge base (KB) articles. By analyzing patterns in support tickets and customer feedback, the Knowledge Gap Analysis Agent has highlighted areas where new articles or updates to existing ones are recommended. This proactive approach enhances self-service options for customers, reduces repetitive support inquiries, and improves the efficiency of the customer support team.




Table of Contents


    

  1. Overview of Findings
    2. 

  2. Input Data Sources
    3. 

  3. Analysis Methodology
    4. 

  4. Detailed Findings

    5. 

  5. Actionable Recommendations
    6. 

  6. Conclusion
    7. 





1. Overview of Findings


The Knowledge Gap Analysis Agent identified 4 new topics that frequently arise in support interactions but are not covered in existing KB articles. Additionally, 4 existing articles were identified as requiring updates to improve coverage and clarity based on current support trends.


Implementing these recommendations will:


    

  • Enhance Customer Experience: By addressing common gaps in the KB, customers can find answers more easily, reducing frustration.
    • 

  • Optimize Support Efficiency: With comprehensive KB articles, support agents can refer customers to resources quickly, lowering response times and workload.
    • 

  • Reduce Repetitive Inquiries: Proactive updates to the KB will mitigate repetitive queries, allowing the support team to focus on complex issues.
    • 





2. Input Data Sources


The findings are based on two primary data sources:


Support Tickets


A dataset of recent support tickets was analyzed, each including:


    

  • Ticket ID: Unique identifier for each support request.
    • 

  • Issue Summary: Brief description of the customer’s issue.
    • 

  • Category: Classification of the issue (e.g., Account Management, Security).
    • 

  • Resolution Status: Status of the support ticket (e.g., Resolved, Pending).
    • 

  • Knowledge Gap Notes: Indications of whether the issue is addressed by existing KB articles.
    • 



Sample Support Ticket Data






Ticket ID
Issue Summary
Category
Resolution Status
Knowledge Gap Notes






TKT001
Error accessing account settings
Account Management
Resolved
Not covered in KB




TKT002
How to reset 2FA
Security
Pending
KB lacks 2FA troubleshooting guide




TKT004
Guidelines for exporting data
Data Management
Unresolved
Export process not fully documented




TKT008
Issues with mobile app notifications
Mobile Support
Pending
KB article lacks troubleshooting steps






Knowledge Base Articles


Current knowledge base articles were reviewed, each entry containing:


    

  • Article ID: Unique identifier for each KB article.
    • 

  • Title: Title of the KB article.
    • 

  • Topics Covered: List of topics the article addresses.
    • 

  • Last Updated: Date when the article was last revised.
    • 

  • Customer Views: Number of views, indicating customer interest.
    • 



Sample Knowledge Base Article Data






Article ID
Title
Topics Covered
Last Updated
Customer Views






KB003
Managing Notifications
Notifications
2023-11-15
3200




KB005
Common App Issues
Mobile Support
2024-01-10
5300




KB007
Data Export and Import Basics
Data Management
2023-08-15
2700




KB010
Privacy and Security Policies
Security
2023-12-05
4000








3. Analysis Methodology


The Knowledge Gap Analysis Agent conducted the following steps:


    

  1. Data Collection: Compiled recent support tickets and reviewed existing KB articles.
    2. 

  2. Pattern Detection: Used generative AI to analyze recurring issues in support tickets that lacked KB coverage.
    3. 

  3. Gap Identification: Cross-referenced ticket issues with existing KB topics to identify missing articles and update needs.
    4. 

  4. Recommendation Generation: Generated a list of topics for new KB articles and flagged articles that require updates for better issue coverage.
    5. 





4. Detailed Findings


Suggested New Articles


The following issues frequently arose in support tickets but are not covered by existing KB articles. New articles addressing these topics are recommended to improve self-service options and reduce support inquiries.






Suggested Topic
Related Category
Notes






How to reset Two-Factor Authentication (2FA)
Security
KB lacks 2FA troubleshooting guide




Managing Saved Addresses in Profile
Profile Settings
No KB entry for managing addresses




Exporting Data: Comprehensive Guide
Data Management
Export process not fully documented




Password Policy Details
Security
No dedicated article on password policies






Recommended Article Updates


These existing KB articles cover topics related to recurring issues but may benefit from additional details or clarifications based on support trends.






Article ID
Title
Topics to Expand
Last Updated
Customer Views






KB003
Managing Notifications
Include steps for enabling email notifications
2023-11-15
3200




KB005
Common App Issues
Add mobile app notification troubleshooting
2024-01-10
5300




KB006
Understanding Subscription Plans
Expand on subscription level details
2023-09-25
2900




KB007
Data Export and Import Basics
Detailed steps for downloading transaction history
2023-08-15
2700








5. Actionable Recommendations


To optimize the knowledge base and proactively address support needs, the following actions are recommended:


    

  1. 

    Create New Articles: 
    

      

    • Develop articles on topics identified as missing, such as resetting 2FA and managing profile settings.
      • 

    • Include step-by-step guides, troubleshooting tips, and FAQs based on common customer inquiries.
      • 

    

    2. 

  2. 

    Enhance Existing Articles:
    

      

    • Expand on articles with high customer interest and relevance to recurring issues, like managing notifications and data export.
      • 

    • Update information to provide comprehensive troubleshooting for mobile notifications and subscription details.
      • 

    

    3. 

  3. 

    Continuous Monitoring:
    

      

    • Establish a periodic review of support tickets to detect emerging gaps in the KB.
      • 

    • Use customer feedback and view analytics to prioritize updates for high-impact articles.
      • 

    

    4. 





6. Conclusion


The Knowledge Gap Analysis Agent has successfully identified critical areas for improvement within the knowledge base. By addressing these recommendations, the support team can improve customer satisfaction, enhance self-service resources, and reduce repetitive support queries. Implementing these updates will create a more resilient and customer-focused knowledge base, directly impacting the efficiency and effectiveness of support operations.




End of Report