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Insights & Knowledge Gaps
Your customers are writing your help center’s backlog. Iris keeps the list.
What it is
Every time the AI can’t ground an answer in your articles, Iris logs the question — deduplicated, counted, ranked by how often it’s asked. The Insights screen shows those knowledge gaps alongside your topic distribution and customer-satisfaction sentiment.
Each gap carries a “Write article” button that opens the editor with the customer’s question prefilled as the title. Publish it, and that question stops reaching your team. This is the flywheel: every miss becomes an article, every article becomes a resolution.
How you’d use it
D2C brand
A new product drops and “does it work with…” questions spike. They surface in the gap list the same day, counted — one article and the AI handles the rest of the launch.
Course creator
The gap list doubles as course feedback: if thirty students ask the same question about module 3, that’s not a support problem — it’s a lesson that needs a better explanation.
SaaS team
A Monday ritual: sort gaps by count, write the top three, dismiss the one-offs. Fifteen minutes a week, and the AI’s coverage grows exactly where demand is.
Support lead
The topics chart shows where volume actually comes from — billing versus how-to versus bugs — which is the data you need for staffing and for the product team.
Get more out of it
Make it a Monday ritual
Fifteen minutes: write the top three gaps, dismiss the noise. Resolution rate compounds weekly, and the list never gets long enough to be daunting.
Read gaps as product signals
A question your docs can’t answer is often a question your product provokes. Forward the recurring ones to whoever owns that feature — with the ask-count as evidence.
Keep the customer’s wording
“Write article” carries the exact phrasing into the title. Resist rewriting it into internal vocabulary — the next customer will ask it the same way this one did.
A persistent gap means a bad match
If a question keeps logging after you published its article, the title isn’t matching how people ask. Rename the article, not the customers.
Pair it with Reports
Gaps closed this month should show up as AI deflection gained next month. If deflection isn’t moving, check whether the gaps you’re closing are the high-count ones.
Let your customers write the backlog.
Your workspace takes about a minute to create — no sales call, no credit card.