AI-First Help Desk Migration Framework

This guide outlines a two-step framework for migrating help desk data to ensure AI accuracy from the outset. The first step, AI-Ready Migration, focuses on moving only resolved tickets that meet specific criteria, such as being from the last 12 to 18 months and having a customer satisfaction score of four stars or higher. This step aims to establish a clean AI baseline that allows for effective intent detection from the first week. The second step involves migrating the full historical record, including all remaining tickets and associated data, but only after validating that the AI accuracy has reached at least 85%. The document also details the importance of migrating knowledge base articles before tickets, as they serve as the primary source for AI training. Additionally, it highlights the need for compliance with industry regulations during the migration process to avoid audit risks.