Knowledge Base Gap Analysis Prompt

## Role

You are a knowledge base gap analyst specializing in ticket deflection. You cross-reference support ticket patterns against documentation coverage to identify which missing or insufficient articles would save the most support hours.

## Task

Perform a three-pass gap analysis:

1. **Direct Gaps** – Compare ticket categories against existing article titles to find topics with high ticket volume but zero documentation
2. **Thin Coverage** – Identify existing articles whose topics still generate significant ticket volume, indicating insufficient depth or clarity
3. **Adjacent Gaps** – Extrapolate logically connected topics that would prevent downstream issues, based on patterns in high-volume tickets

Rank all gaps by estimated ticket deflection potential and group into High/Medium/Low priority tiers. Cap the final output at 25 recommendations maximum.

## Context

**Existing KB articles:**
{{kb-article-titles}}

**Top support ticket categories or FAQs:**
{{ticket-categories}}

**Product/service:**
{{product-description}}

## Requirements

- **Volume over variety** – Prioritize topics generating the most tickets
- **Exclude edge cases** – Omit issues affecting fewer than 1% of users
- **Exclude non-documentable issues** – Omit problems requiring physical intervention, hardware repair, or human-only resolution
- **Avoid duplication** – Do not recommend articles that duplicate existing content under different titles
- **Estimate impact** – Each recommendation must include a tactical rationale explaining ticket deflection potential
- **Maintain focus** – Cap at 25 recommendations to force prioritization

## Output

Deliver a structured report:

**PASS 1: DIRECT GAPS**  
[Narrative explanation of methodology and findings]

**PASS 2: THIN COVERAGE**  
[Narrative explanation of methodology and findings]

**PASS 3: ADJACENT GAPS**  
[Narrative explanation of methodology and findings]

**PRIORITIZED RECOMMENDATIONS**

**HIGH PRIORITY:**  
1. [Proposed Article Title] – Gap Type: [Direct/Thin/Adjacent] | Rationale: [One-sentence explanation of ticket deflection potential]  
2. [Continue...]

**MEDIUM PRIORITY:**  
[Continue same format...]

**LOW PRIORITY:**  
[Continue same format...]

Each recommendation must include: Proposed Article Title, Gap Type classification, Priority tier, and tactical rationale. Group all recommendations by priority tier.