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

Overview of Findings
Input Data Sources
Analysis Methodology
Detailed Findings

Suggested New Articles
Recommended Article Updates


Actionable Recommendations
Conclusion


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:

Data Collection: Compiled recent support tickets and reviewed existing KB articles.
Pattern Detection: Used generative AI to analyze recurring issues in support tickets that lacked KB coverage.
Gap Identification: Cross-referenced ticket issues with existing KB topics to identify missing articles and update needs.
Recommendation Generation: Generated a list of topics for new KB articles and flagged articles that require updates for better issue coverage.


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:


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.



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.



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.




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