Historical data is all the conversations your customers have had with your support team. It gives the bot an accurate picture of what your most frequent inquiries are and what they look like, literally. By running the data through a pre-trained model and using our AI-based clustering, we find the most frequent topics in your historical data. These topics are a great starting point for you to create the initial intents.
The initial intents and their structure is the foundation of your AI model that directly impacts your bot's ability to understand different inquiries from your customers.
All imported data is sanitized and GDPR compliant. We ensure no PII data is imported to our services. You can find here how we process your data.
The data is imported either directly from your CRM platform (e.g. Zendesk, Salesforce, LiveChat, etc.) or manually imported (in this case the data should be sent via a secure encrypted link in .tsv format).