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Industry · Customer support

Customer support data licensing for AI.

Quick answer

Support teams and contact centers hold tickets, chat logs, call recordings, QA scorecards and knowledge bases. AI developers building support agents and agent-assist tools value this data highly. Ownership (especially for BPOs serving clients), caller consent and PII redaction are central.

Business context#

Support data pairs real problems with expert resolutions and quality scores — close to ideal supervision for conversational AI.

  1. 01Your work records
  2. 02Personal details removed
  3. 03You approve the release
  4. 04Licensed to AI developers
How it works with SourceX: Your work records → Personal details removed → You approve the release → Licensed to AI developers.Illustrative

Valuable customer support datasets#

Valuable customer support datasets
DatasetWhat it contains
TicketsIssues, steps and resolutions
Call recordingsVoice interactions with outcomes
QA scorecardsQuality evaluations of interactions
Macros and scriptsStandard responses
Knowledge basesHelp articles

How AI developers use it#

  • Support agents
  • Agent-assist
  • QA automation
  • Voice agents

Privacy, legal and security considerations#

  • Client ownership for outsourced centers
  • Recording consent
  • PII in free text and audio

How SourceX approaches it#

We start with a description of your systems — no data leaves your company during assessment. If there's relevant demand, we propose scope, permitted use and preparation requirements for your approval, and nothing is delivered without an executed agreement and your explicit authorization.

Related data categories

Systems that hold this data#

  • Zendesk
  • Intercom
  • Freshdesk
  • Salesforce Service Cloud
  • Zoom
  • Gong
  • Five9
  • Twilio
  • Contact-center platforms
  • QMS software
  • Contact-center QA tools
  • Spreadsheets
  • Confluence
  • Notion
  • Google Drive
  • SharePoint

How much data is enough#

As a general guide, buyers look for years of consistent history (typically 2+ years) and tens of thousands of records or more in one system. Smaller sets can qualify when the work is rare. Assessed deal by deal.

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

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 industries · IT managed services · Software development agencies · Architecture firms

Frequently asked questions

Can a BPO license client calls?

Only if client contracts allow it — usually the client owns the data.

Related resources

See if your company qualifies

A short company assessment. No data uploads are needed.

See if your company qualifies Talk to SourceX
See if your company qualifies