Knowledge Gap Finder: What Your Help Center Doesn't Answer
Paste a week of tickets or chat logs. A model lists the questions customers asked that your help center doesn't answer, grouped by theme, with an article title for each.
An agent — a person or a model — is only as good as what's written down. Most help centers were written from the product outward: here's every feature, here's how to set it up. The queue is written from the customer inward: what happens if I downgrade mid-month, can my accountant have read-only access. The two rarely match, and the mismatch is why the same questions keep reaching people. Nobody has time to read a week of transcripts and tally it.
This does the tally. Paste transcripts, tickets or chat logs — a week is enough — and, if you have it, your help center's list of article titles. A model reads both and lists the questions customers asked that the documentation doesn't answer, grouped by theme, with a count and a suggested article title for each. It's a draft of your content backlog, in priority order. The text is read once, the result is cached briefly, and nothing is stored.
This ran once, on one input. The product runs on your whole site, every conversation.
Find the gaps in your whole queue — start freeExample: gaps in a week of chat logs for a B2B invoicing platform
Theme: Billing and plan changes (9 conversations) Gap: what happens to unused invoice allowance when downgrading mid-cycle. Nothing in the help center covers proration or when a downgrade takes effect. Suggested article: What happens to my plan and invoice allowance when I downgrade mid-month Theme: Payments (6 conversations) Gap: whether a customer can pay part of an invoice. "Getting paid" covers payment methods but not partial payments or how the balance is shown. Suggested article: Accepting partial payments on an invoice Theme: Team and permissions (4 conversations) Gap: whether an accountant can be given read-only access. "Adding teammates" exists but lists only Admin and Member roles. Suggested article: Giving your accountant read-only access Not a gap: 11 conversations asked how to reset a password. The article exists; this is findability, not content.
What each input means
- 01
Transcripts, tickets or chat logs
Export a week — or a slow day and a busy day — from your helpdesk or chat tool and paste it, one conversation after another with a blank line between. Up to 20,000 characters, roughly 40–60 short chats. Strip names and emails first if your policy requires it.
- 02
What your help center already covers (optional)
Paste the article titles or table of contents from your help center; the sitemap or the category pages will give you the list. With it, the model checks each question against something concrete. Without it, it flags the questions that look undocumented and you judge which already have an article.
- 03
How to read the result
Themes first, biggest first, each with the questions under it, how often they came up, and a suggested article title. Some gaps aren't content gaps: a question with an existing article is a findability problem. Fix the top three themes and rerun on next week's logs.
Questions about this tool
Enough to see repetition: a question asked once is noise, asked three times is a gap. 20,000 characters is about a week of chat for a small queue or a busy day for a large one. If your volume is higher, sample — every fifth conversation — rather than pasting the first forty in a row, which over-represents whatever broke that morning.