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NickB
NickB
Explorer ⭐⭐⭐⭐⭐
October 7, 2026

TOPdesk Robin - No suggestion available idea

Since the announcement at TOPdesk unlock and the Ai capabilities we’ve been thinking more about Knowledge gaps.

We already have feedback loops for end users to request information to be added as knowledge about each service area as well as call closures where knowledge is required to plug a gap generating a call for action off the back of it with links back to the call that necessitated its creation for easy reference.

Now were thinking about how Robin can help us but we need data which led us to this…

if and when presented with…
 

Robin had no suggestions to form an Ai response


Could the system, only when this condition is met, then add an entry into the call? This allows for data capture at the point it happens as there’s still no guarantee that the operator dealing with that call actually creates a knowledge article for the next occurrence AND a selection can be created to monitor the stock response.
 


Just a thought, Anyone else?

    3 replies

    ArjanH
    ArjanH
    Contributor
    October 9, 2026

    Interesting approach! But I think we could take this one step further.

    Instead of only capturing knowledge gaps when Robin is unable to generate a response, why not let Robin periodically analyse all incidents from the past month?

    The important part would be to analyse only the customer-facing information in each incident, not the internal operator notes or resolution details.

    Robin could then identify incidents where the available knowledge would not have been sufficient to provide a reliable answer.

    Imagine adding this to the AI Ready Board:

    "This month, 20 incidents were identified where Robin could not find sufficient knowledge to answer the customer's question."

    Ideally, these incidents could be grouped by topic, with links to the original incidents, allowing knowledge managers to prioritise which knowledge articles need to be created or improved.

    This would turn Robin from a tool that simply uses existing knowledge into one that actively helps improve the knowledge base.

    And the interesting part is that this would also identify knowledge gaps in incidents where Robin was never used in the first place.

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    Functioneel beheerder & AI‑specialist — 80% mens, 20% autocomplete.
      NickB
      NickBAuthor
      Explorer ⭐⭐⭐⭐⭐
      October 9, 2026

      i think something like that ‘maybe’ coming (currently in the under consideration bucket)
      https://tip.topdesk.com/c/227-ai-knowledge-gap-detection-

      maybe an enhancement to that idea is required or at least a combo of the one above as a high confidence score item that ‘something is required’ vs insight data using the Ai.

      thanks for contributing ​@ArjanH - i’d much rather a fuller request go in representing the needs of the many🖖than lots of small add-on requests.
       

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      All Round IT Nice Guy + "Guardian of Good Enough"
      NickB
      NickBAuthor
      Explorer ⭐⭐⭐⭐⭐
      October 9, 2026

      I am looking at doing a similar thing for the here/now where i extract information from requests and responses from calls/incidents to and mirror against the existing knowledge base to provide like a top 10 / 50 missing knowledge items that would benefit repeated requests for information.

      be that grouped by operator group or category/subcategory or even a mix of the 2 based on what results i get.

      power bi here i come...

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      All Round IT Nice Guy + "Guardian of Good Enough"
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