kb/content_gaps.md

📘 7. How to Identify Content Gaps Using Data

Chat trends, search logs, case reasons, agent conversations

Data reveals what users really need.

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1. Use Search Logs

Identify:

• Zero-result searches
• High-search, low-click terms
• Searches that lead to cases

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2. Analyze Support Channels

Look for:

• Repeated questions
• Confusing behaviors
• Missing information

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3. Identify “Tribal Knowledge”

If agents rely on memory or Slack threads, content is missing.

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4. Build a Content Gap Report

Include:

• Missing articles
• Outdated content
• Conflicting info
• Priority suggestions