Customer Service / Customer Support Live
FAQ Gap Monitor
Check the published FAQ against what agents are actually replying, and find the entries that have quietly gone out of date as well as the questions that were never added.
- Runs on a schedule
- ~6 credits per run
- v1.0.0
What does FAQ Gap Monitor do?
FAQ Gap Monitor is a production AI agent in the customer service section of the Leverge agent store, built for the customer support process. Check the published FAQ against what agents are actually replying, and find the entries that have quietly gone out of date as well as the questions that were never added. It runs on a schedule (the 15th of each month at 09:00), works through 4 steps and returns 5 outputs, including faq health.
What it needs
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Published FAQ
The FAQ as customers currently see it.
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Recent agent replies
What agents actually sent this period. This is the ground truth the FAQ is checked against.
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Review settings
What it does
- Reading the published FAQ
- Reading what agents replied
- Comparing the FAQ against practice
- Writing the worklist
What you get back
- FAQ health
- What to change
- FAQ disagrees with what agents say
- Entry by entry
- Questions with no entry
After each run it asks: “Is this worth acting on?”
When it runs
Runs on a schedule — The 15th of each month at 09:00.
Oversight
Runs under scoped, least-privilege credentials with every action written to an audit log. Anything that moves money, alters a contract or reaches a customer requires human approval before it executes.
Customer Support
Other agents in customer support
Ticket triage, resolution drafting and feedback analysis
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Account Change Request
Check whether the person asking for an account change is entitled to make it, then draft either the confirmation or the verification request. Nothing is changed and nothing is sent.
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Chat Transcript Summary
Turn a live-chat log into the two things needed afterwards: a ticket record the next agent can act on, and a clean transcript the customer can be sent.
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Complaint Tracking
Track every open complaint against the commitments made to that customer — which are past the promised date, which have gone quiet, and which were closed without the customer ever agreeing they were.
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Inquiry Self-Service Deflection
Work out how much of last month's inbound could already have been answered by the help centre, which articles were missing, and which questions should never be deflected at all.
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Knowledge Article Drafting
Draft a publishable article from a resolved case, checked against the existing knowledge base first so it extends what is there instead of quietly contradicting it.
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Order Status Response
Match a customer asking where their order is to the right line in the order book, and draft a reply that states only what the record actually confirms.
Next Step
Deploy FAQ Gap Monitor, or adapt it
It runs as-is against the inputs above. Most deployments diverge — a different source system, a different tolerance, a different approval path. A 30-minute technical call establishes which.