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This self-learning mode supports two methods for ingesting historical support data. The steps for each are outlined below:1. Learning from Uploaded Files2. Learning from Synchronized Historical Tickets1. “Learning from Uploaded Files”: Step-by-Step GuideStep 1: Upload Conversation Data for Solvea to
Self-learning from “Lack of Knowledge”Step-by-Step GuideStep 1: Initiate a Learning Cycle from Escalated Tickets① Navigate to: “Knowledge Center” > “Knowledge Gap” > “Settings”.② Select “Lack of Knowledge” > “Start Learning”.③ Solvea’s learning progress will be displayed. Upon completion, a
What is Knowledge GapDuring the process of serving users, human customer service may need to escalate and handle issues due to insufficient knowledge and methods. The best practices from this interaction are then recorded and added to the customer service manual. When a similar problem is encountere
What is Knowledge Gap?Understanding Self-LearningIn traditional customer support environments, human agents may encounter scenarios where they lack the necessary knowledge or methodologies, requiring issue escalation. Following such instances, best practices derived from the resolution are typically