Ingest support emails into the knowledge base (with privacy controls)
E
Extensive Grouse
Provide the ability to ingest selected support emails from tools such as Freshdesk or Zendesk into the knowledge base. This would allow the chatbot to learn from real support interactions and improve response quality over time.
Allow administrators to restrict ingestion of support emails based on labels, tags, or privacy settings, ensuring only approved content is used for AI training. There should also be a manual override of AI-generated content that is pulled from emails.
Automatically detect and redact sensitive information (PII) when ingesting support emails or tickets into the knowledge base or AI training datasets.
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Pavithra Mathivanan
Hi Extensive Grouse, We already offer this capability in the AI chatbot today. You can integrate it with your helpdesk system and choose which tickets the bot should learn from and respond to, based on filters such as priority, date, status, and other criteria. Can you please confirm if this is your requirement?