AG-029LowCoverage & Adoption
What it requires. An article that never uses the phrasing customers use, so it loses retrieval to a less relevant one that does.
Why it matters. Retrieval matches language, not intent. An article written in internal vocabulary is invisible to the request it answers, and the request is answered by something worse.
How to fix it. Add the customer's phrasing to the article - as a heading, an alternate title, or keywords - without rewriting the substance.
Source. Support-agent knowledge base literature
Is this rule worth checking?
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