PII redaction

Data residency is the requirement that customer data be stored and processed inside a specific country or region. Regulated industries and public-sector buyers frequently mandate it, which makes deployment location a procurement question rather than a technical detail for any support platform handling personal data.

Interaction analytics is the analysis of full conversation transcripts to surface demand drivers, friction, and risk across every contact rather than a sampled few. Because it reads what customers actually said, it identifies emerging issues that structured ticket fields and survey scores are too coarse to reveal.

An evaluation set is a fixed sample of real conversations used to score an AI agent’s quality before and after changes. Holding the sample constant is what makes results comparable, so evaluation sets are versioned and refreshed only deliberately when the underlying contact mix genuinely shifts.