Skills CX operations
Auditing a knowledge base against real contacts
One question: what are customers contacting you about that your knowledge base does not cover?
npx rulebase-skills install cx-knowledge-base-auditWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “what should we write help articles about”
- “audit our knowledge base”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
What it checks
The stale ordering matters more than the count. A stale article nobody reads is untidy. A stale article customers hit constantly is actively harmful, because agents and AI agents are grounding answers in out-of-date content.
Usage
Arguments
How matching works, and why it is conservative
Each conversation's first public customer message is compared against every article using IDF-weighted asymmetric containment: Asymmetric, because an article is far longer than a question. Jaccard.
Coverage is necessary, not sufficient
An article can exist and still deflect nothing: It is unfindable, It is out of date, so following it fails, It is wrong, It is written for the wrong reader.
Troubleshooting
Coverage looks implausibly high — check whether messages.jsonl was present. Subject-only matching inflates coverage. Also check that your articles have real body text rather than just titles.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
