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Customer support data for AI.

Quick answer

Customer support data pairs real customer problems with the steps experts took to resolve them, often with satisfaction or QA scores. It is among the most sought-after data for training and evaluating AI support agents.

What's included#

  • Ticket threads with resolutions
  • Chat transcripts
  • Macros and canned responses
  • CSAT and QA scores

Where it typically lives

ZendeskIntercomFreshdeskSalesforce Service Cloud

How AI developers use it#

  • Support agents
  • Agent-assist
  • Intent classification

Preparation and privacy#

  • Redact names, emails, order and account numbers
  • Remove attachments with personal data
  • Check client ownership if outsourced

How SourceX approaches it#

Preparation requirements are agreed with you before any work begins, and the approved dataset is delivered only after an executed agreement and your explicit authorization of buyer access.

Industries with this data

Datasets built from this data

Dataset specs AI labs can request through SourceX, sourced to spec from businesses like yours.

See listings in the data catalog →

Typical fields#

  • Record ID (pseudonymous)
  • Created and closed timestamps
  • Category or type
  • Request or input text
  • Ordered steps or actions
  • Outcome or resolution
  • Role of each actor (not identity)

Sample record

Illustrative · fictional

record_id
rec_8f21c0
created / closed
2023-04-11 → 2023-04-12
category
Billing question
request
Customer [NAME] asks why invoice [ID] was charged twice.
steps
1. Checked payment log 2. Found duplicate 3. Issued refund
outcome
Resolved · refund issued
actors
customer, agent_tier1

What buyers look for#

  • Complete start-to-finish records
  • Consistent fields over years
  • Clear, labeled outcomes
  • Low duplication
  • Work done by skilled professionals
  • Edge cases and failures, not only successes

Personal details removed#

  • Names
  • Email addresses
  • Phone numbers
  • Postal addresses
  • Account, customer and order numbers
  • Government IDs
  • Payment details
  • Health information
  • IP addresses and device IDs
  • Credentials, keys and hostnames

How buyers test it#

  • Sample review by buyer researchers
  • Residual personal-data scan
  • Duplicate and leakage check against public data
  • Label and outcome accuracy spot-check
  • Rights and consent documentation review

Rules that may apply

  • Federal Wiretap Act 18 U.S.C. 2511

    Applies to recorded calls and intercepted communications; some states require all-party consent. Assessed deal by deal.

  • California Consumer Privacy Act Cal. Civ. Code 1798.100 et seq.

    May apply where records include personal information of California residents and the business meets the law's thresholds. Assessed deal by deal.

Reviewer note: applicability is confirmed with counsel for each deal. Not legal advice.

All data types · Legal and contract data · Software engineering data · Accounting and finance data

Related resources

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