Gap analysis

Liya detects knowledge gaps in real time — topics customers ask about where no good knowledge base article exists. Instead of discovering gaps through low CSAT scores or escalations, you catch them proactively from live ticket patterns.

How gap detection works

When Liya processes a ticket and either fails to retrieve a sufficiently relevant article or generates a low-confidence draft, it flags the conversation as a potential knowledge gap. These signals are aggregated and clustered to identify recurring topics that aren't covered.

Gap detection runs automatically — no configuration required. The results appear in Knowledge → Gap Analysis.

Reading the Gap Analysis report

The report is organised into clusters of similar questions. Each cluster shows:

• Topic summary — an AI-generated description of what customers are asking
• Frequency — how many tickets touched this topic in the selected date range
• Volume trend — whether the topic is growing, stable, or declining
• Example tickets — up to 5 real conversation snippets that triggered the gap
• Suggested article title — a proposed article name to close the gap
• Estimated impact — the number of future tickets that could be handled by AI if this gap is filled

Resolving a gap

For each gap cluster, you have three options:

1. Create an article— click "Create article" to open a pre-filled editor with the suggested title and an outline based on the customer questions in this cluster. Write the content, review, and save.
2. Link to existing article— if you already have a relevant article that's just not being retrieved, link it here. Liya will apply the gap's example questions as retrieval signals for that article.
3. Dismiss— mark the gap as intentional (e.g. "We don't have a self-serve answer for this — it always needs human review"). Dismissed gaps are removed from the report and tracked separately.

Gap analysis in Analytics

The Analytics dashboard surfaces the same gap data in a management-friendly view, alongside accuracy metrics and flagged replies. This gives team leads a single screen to understand both AI performance and knowledge coverage in one place.

Weekly gap digest

Admins can subscribe to a weekly email digest listing the top 10 new knowledge gaps detected that week. Configure in Settings → Notifications → AI gap digest.