New Customer Agent Coaching Opportunity: Action Gap
Friday, August 28, 2026
What it is
Action Gap is a new coaching opportunity type that automatically analyzes your conversations to identify actions your customer agent needs but doesn't have configured yet.
Why it matters
Customer Agent can only resolve conversations when it has the right actions available. But it's easy to miss gaps, whether an action was never enabled, was built but not published, or simply doesn't exist yet. When that happens, the agent can answer questions but can't complete the task, leading to avoidable handoffs.
The Take
Chris Carolan
if there's a gap to be found like this, it often relates to there being a real process gap
Chris kept coming back to the word coaching on the screen, and made the case that the best use of AI is putting it somewhere it can create a coachable moment. His read on Action Gap is that the gap it finds is rarely an agent problem. Humans build the agents and humans configure them, so a missing action usually points at a real process gap sitting underneath it, and surfacing it coaches the humans at the same time as the agent.
The caveat both hosts put on the record: neither has run Customer Agent in anger. Madelyn pointed at Zach as her trusted source for the agents, and at the Willy Wonka site he has been building with Customer Agent. If you do not have people arriving on a website and talking to an agent, this one is hard to think out loud about.
Watch Us Discuss This
The full segment from the show, us working through this update start to finish.
Produced by Value-First Media