Knowledge Gaps
Review questions that need better source material or human follow-up.
What are knowledge gaps?
A knowledge gap is a question that answerLoops received but couldn't answer well. Gaps appear when:
- The AI's confidence score was too low to post an answer
- The AI flagged the ticket as needing a human
- A ticket was resolved by a human but no matching KB article exists — meaning the next person with the same question will get the same poor result
The Knowledge Gaps page surfaces all three categories in one place so you can prioritize which content to add next.
Gap reasons
Each gap is tagged with one of three reasons:
| Reason | When it appears | Condition |
|---|---|---|
| Low AI confidence | The AI searched the KB but wasn't confident enough in any result to post an answer | Confidence score < 0.6 |
| Needs human | The AI determined the question requires a human to answer (e.g. account-specific, billing, or policy questions) | ai_draft_status = needs_human |
| Missing KB article | A how-to or docs ticket was resolved by a human but there's no KB article that covers the topic | Resolved ticket with no linked KB content |
The Knowledge Gaps page
The page opens with four stat cards at the top:
| Card | What it shows |
|---|---|
| Total gaps | All open knowledge gaps across all channels |
| Needs human | Gaps where the AI flagged the question as requiring human handling |
| Low confidence | Gaps where the AI searched but confidence was below 0.6 |
| Missing KB article | Resolved tickets with no covering KB content |
Below the stat cards is the gap list. Each row shows:
- The original question (truncated)
- The reason badge (Low confidence / Needs human / Missing KB article)
- The confidence % for low-confidence gaps
- The channel source (Discord, GitHub, Slack, etc.)
- A + KB button to jump directly to the Knowledge Base with the ticket pre-selected
On the right side of the page, the Category breakdown sidebar groups gaps by topic category so you can spot clusters — if 12 gaps are all about your API authentication flow, that's your highest-value content to write next.
How to close a gap
Open Knowledge Gaps and sort by reason or category. Start with the highest-volume clusters.
Click the gap summary to open the full ticket detail. Read the question and the human answer that resolved it (if available).
Click + KB next to the gap. This opens the Knowledge Base with the ticket pre-selected. You can:
- Promote the ticket — turn the human's resolution into a KB article in one click
- Upload a file — add a doc that covers the topic
- Crawl a URL — point answerLoops at an existing help article
After the import completes, ask a representative question and inspect the draft against the new article.
Review the result
After adding an article, test a representative question and inspect the new draft. Check that the answer uses the intended source and addresses the original problem. Adding content does not guarantee that every related question will qualify for an automatic reply.