Retrieval

Your ticket queue already contains the FAQ you haven’t written. To get it out, group the questions before comparing them against what you have — and count not just how many customers asked, but how long they kept asking. The backlog was written by the people who will read it. Someone answers the same question for the fourth time in two weeks, notices, and writes an FAQ article if the week is quiet. That is how most knowledge bases grow. It works, and it has a predictable blind spot: it finds the questions that annoy whoever is on shift, and misses the ones spread thinly enough that nobody noticed — which are exactly the ones a written article serves best. ...

Every week, an automation pulls PagerDuty data and writes a trends report — top services, alert noise by rotation. Humans read it at the weekly review and adjust priorities. The report goes into Notion or the team wiki. A week later, someone asks an agent — “what are the recent PD trends?” The agent has MCP access to both PagerDuty and the team’s docs. Retrieval finds the report. It matches the query perfectly: same words, polished structure, topical headings. The agent answers from the report. ...