Detecting Knowledge Gap and Generating Content Blocks in Discover

A knowledge base is a crucial centralized repository of information for organizations. It benefits both external audiences, like customers and prospects seeking product or service details, and internal teams, who rely on it for answers to common questions and problem resolution. 

Forethought’s Discover provides a user-friendly solution for creating a comprehensive knowledge base. By analyzing customer support interactions—emails, chats, and calls—Discover identifies knowledge gaps and drafts content blocks by leveraging your connected knowledge base to address the identified gaps. This ensures that the knowledge base is comprehensive and addresses the specific needs of its users.

Where to find it:

You can access it by navigating to Discover > Automation > Knowledge gap tab.

Use Case

A knowledge base writer needs to ensure the knowledge base comprehensively addresses customer issues and questions raised in support tickets. To achieve this, they use Discover's Knowledge Gap feature. The Knowledge Gap analysis reveals content gaps, indicating that there is not enough content to effectively resolve customer issues. To address these content gaps, Discover generates content blocks, which the writer can integrate into existing articles or use to draft new ones. This process prevents overlooked gaps and delivers relevant, helpful content to customers.

Knowledge Gap

The Knowledge Gap tab displays a banner showing the number of generated content blocks for detected gaps, along with potential ticket coverage per year. Below the banner, a table presents the following information:

• Content Block Title: Displays the title of the generated content block.
• Preview of Generated Content: Provides a preview of the generated content. Users can click this preview to view the full content.
• Related Topic: Shows the topic related to the content block.
  • Target Article: Shows the article that the content block should be added to.
• Ticket Coverage/Year: Indicates the potential number of tickets that the content block could resolve annually.
• Time Generated: Displays the timestamp of when the content block was generated.