Skills: Intent recognition and query analysis (identify underlying themes in inbound questions)Mapping support inquiries to existing documentation or FAQsKnowledge gap detection - flagging questions not yet covered in the knowledge baseKnowledge base structuring and tagging (e.g., categories, keywords, versioning)Content suggestion and routing to Knowledge Base Managers or writersFamiliarity with support and documentation platforms (e.g., Zendesk Guide, Notion, GrandCentr.al, Rave Retailer, S98.ai)Workflow automation for flagging, tagging, and logging repeated questionsCollaboration with support and content teams to align help materials with actual user needs

Agents | Customer Service and Support Agents