What Is a Knowledge Gap (Coverage Gap)?
A question real users ask that your content can't answer, or answers badly. Tracked over time, knowledge gaps become a ranked list of docs to write next.
A knowledge gap, also called a coverage gap, is a real question, asked in the user's own words, that your docs, help center or wiki couldn't answer well. It is not a page someone thinks should exist. A gap has evidence: the question, when it was asked, and how often.
A grounded AI assistant is a good gap detector because it sees every question. Two events mark a gap: the assistant abstained because nothing answers the question, or the reader rated the answer down. This only works if the assistant abstains instead of guessing, because confident wrong answers hide gaps.
Gaps are worth most when grouped and ranked. Forty wordings of one question are one gap with strong evidence, and the most-asked gaps are the docs to write next. The knowledge gap analysis guide walks through the weekly routine.
How Kelu uses this
Kelu's Coverage Gaps report lists questions the assistant couldn't answer from your sources or that readers rated down: one row per distinct question per knowledge base, ranked by how often it was asked. Doc Proposals turn the top gaps into drafted answers, written only from your own content, for your team to review and publish.
Related terms
Abstention
When an AI assistant declines to answer because its sources don't cover the question, and says so plainly instead of writing a confident guess.
Read definitionDeflection Rate
The percentage of support questions resolved by self-service — typically an AI assistant — without creating a ticket or reaching a human agent.
Read definitionForm Deflection
Answering a support request inside the contact form, before the ticket is sent, so customers with documented questions get help without waiting for an agent.
Read definitionKnowledge Base
A curated, indexed collection of an organization's knowledge — docs, wikis, tickets, repos — that an AI assistant retrieves from when answering questions.
Read definition
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