Knowledge
Asked 37 times. Answered nowhere.
The most valuable output of a support system. Counted from real cases, help centre searches that found nothing, and assistant declines — ranked by how much support demand each one is actually generating.
Three sources, one list
Cases about a topic with no article, searches returning nothing, and questions the assistant declined. Together they are a precise picture of what is missing.
Ranked by demand and cost
How many customers, how much agent time, whether it causes repeat contact. That ordering decides what to write first.
It becomes a content task
A gap can be handed to whoever owns content as a brief that already contains the question, the frequency and the real customer wording.
Knowledge
The rest of this area.
Verified answers, with owners and expiry dates, for both people and AI.
Articles
The answers themselves, written once and used everywhere.
Verification
Who checked this, and when.
Ownership
A named person responsible for each answer being true.
Usage
Which answers are actually doing the work.
Where knowledge comes from
Your website, docs and policies, brought in rather than retyped.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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