Published October 22, 2026.

Capture the gap at the moment it appears

Agents should log the question, the article they expected, the answer they used, and the customer outcome. A gap log built from memory at the end of the week misses the exact wording customers use.

Use a small set of categories so the log stays readable. Link to the conversation record where permissions allow.

Prioritize by frequency and risk

Rank gaps by how often they occur and the harm of a wrong answer. A billing or safety question outranks a cosmetic preference.

Assign an owner and a target date. A gap log without ownership becomes a list of complaints.

Tell the agents when it is fixed

Close the loop with the team when an article is updated. Agents who never see the result stop reporting gaps.

Review the log monthly and measure the share of gaps closed within the target.

Source: reference.

Related guides: this workflow and this workflow.