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Coverage analysis

Coverage analysis

Coverage analysis turns failed AI conversations into a content to-do list. The Coverage Gaps view in Support shows where the AI couldn't resolve conversations, clustered by topic, with evidence and recommended fixes.

Coverage Gaps view

What a coverage gap is

A gap appears when AI support encounters issues it cannot resolve — conversations that were escalated or left unsatisfied around a topic. Related conversations are clustered into one gap so recurring problems read as one item, not dozens.

Gap types

Each gap is classified as one of four types:

Type

Meaning

Typical fix

Missing article

The topic has no content.

Write a new article.

Weak article

Content exists but isn't answering.

Improve depth/clarity of the article.

Outdated or conflicting article

Content contradicts current product behavior.

Update the article.

Needs review

The cluster needs human judgment on classification.

Review evidence, then decide.

Reading a gap

Each gap row shows:

  • Title — the topic, with the nearest existing article when one is close.

  • Status — Open, Done, or Rejected.

  • Confidence and evidence counts — how many conversations (30 days and all-time) and distinct customers support the gap.

  • Impact tier — low / medium / high, scored from volume and recency.

Open the gap for:

  • Evidence — actual conversation excerpts showing the customer need, the AI failure, and how a human resolved it.

  • Recommendations — suggested changes (create article X, update article Y) with rationale and implementation notes.

  • Suggested docs — AI-drafted article suggestions you can push into a Docs space, edit, and publish.

Working the list

  1. Sort by impact — high tiers first.

  2. Open a gap, read the evidence to confirm the customer need.

  3. Act on the recommendation: create or fix the article (AI suggestions pre-fill drafts targeting a space).

  4. When the fix ships, mark the gap Done. If the cluster is noise, Reject it with a reason — rejected gaps stop resurfacing.

  5. Gaps can reopen if new evidence arrives after closure.

Filters (All gaps / Open / Done / Rejected) and a type filter keep the list focused. Pipeline Health gives admins a view of the analysis pipeline itself.

The loop

Coverage analysis closes the loop between support and docs:

Conversations → unresolved topics → gaps with evidence → article fixes → better AI answers → fewer handoffs.

Teams that work this list weekly typically see escalation volume drop steadily, because each fixed gap removes a recurring handoff cause.

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