Quick Answer
For search, voice, and "just tell me what to do".
Your historical support emails are a goldmine for AI training. By analyzing past conversations, AI can learn your company's voice, common issues and solutions, successful resolution patterns, and customer language—creating a 'support brain' that improves continuously.
Key Takeaways:
- Historical data is your biggest AI asset
- Past solutions inform future responses
- Customer language patterns guide AI training
- Best agent responses become AI templates
- Continuous learning improves over time
Playbook
Audit historical support data for training quality
Identify best responses for common issues
Train AI on successful resolution patterns
Implement feedback loops for continuous learning
Regular retraining with new data
Common Pitfalls
- Training on poor quality responses
- Ignoring context in historical data
- One-time training without updates
- Not validating AI learning against outcomes
Metrics to Track
AI response accuracy
Customer acceptance of AI suggestions
Resolution quality compared to historical
Learning improvement over time
FAQ
How much historical data do I need?
Quality matters more than quantity. A few thousand well-resolved conversations are better than millions of poor ones. Focus on diverse, successful resolutions with good customer outcomes.
Related Reading
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