This self-learning mode supports two methods for ingesting historical support data. The steps for each are outlined below:

1. Learning from Uploaded Files

2. Learning from Synchronized Historical Tickets

1. “Learning from Uploaded Files”:

Step-by-Step Guide

Step 1: Upload Conversation Data for Solvea to Process

① From the left navigation panel, go to “Knowledge Center” > “Knowledge Gap” > “Settings”.

② Select “Historical Support Data” (or “Past Interactions”) > “Upload Dialogues”.

③ Choose “Learn from file” and click “Upload Files”.

④ Download the provided data template.

⑤ Populate the template with historical conversation data, then upload the completed file and click “Confirm” to initiate Solvea’s learning process.

⑥ Allow Solvea to complete the learning cycle (progress will be displayed). The outcomes of this learning session can then be reviewed in the “Topic List”.

Step 2: Knowledge Management & Refinement

① Click on a knowledge item to review the detailed topic content.

② If Solvea’s extracted content needs refinement, click the [Edit] icon to manually edit it based on the learned material.

③ View associated tickets for the selected topic.

④ Access detailed information about the topic.

⑤ Add relevant tags to the topic for better organization.

⑥ After verification, integrate the knowledge into the Knowledge Base. Successfully added items will be marked as “Added.” Solvea can then immediately leverage this new knowledge to assist users.

⑦ Return to the learning list to verify the knowledge item’s “Added” status (as indicated by ⑧).

2. Learning from Synchronized Historical Tickets

Step-by-Step Guide

Step 1: Initiate Ticket Synchronization for Solvea’s Learning

① From the left navigation panel, go to “Knowledge Center” > “Knowledge Gap” > “Settings”.

② Select “Historical Support Data” (or “Past Interactions”).

③ Choose “Learn from synchronized historical tickets.” Supported integrations currently include Shulex, Zendesk, and Zoho.

④ Define the scope (e.g., date range) for ticket synchronization. Solvea will process tickets within this scope to learn and extract knowledge.

⑤ Allow Solvea to complete the learning cycle (progress will be displayed). The outcomes of this learning session can then be reviewed in the “Topic List”.

Step 2: Knowledge Management & Refinement

① Click on a knowledge item to review the detailed topic content.

② If Solvea’s extracted content needs refinement, click the [Edit] icon to manually edit it based on the learned material.

③ View associated tickets for the selected topic.

④ Access detailed information about the topic.

⑤ Add relevant tags to the topic for better organization.

⑥ After verification, integrate the knowledge into the Knowledge Base. Successfully added items will be marked as “Added.” Solvea can then immediately leverage this new knowledge to assist users.

⑦ Return to the learning list to verify the knowledge item’s “Added” status (as indicated by ⑧).

🎵 Tips:

When managing topics, you can also:

① Search and locate specific topic content.

② Filter topics by learning date/time.

③ Filter topics by their source.

④ Filter topics by detected customer intent.

⑤ Access analytics reports to evaluate Solvea’s self-learning performance and outcomes.