Provide the documentation for OOB Table and implement an automatic cleanup feature..
We need detailed documentation about the OOB table, specifically on how to clean up its logs and whether this affects the environment. Additionally, it would be helpful if Microsoft could implement an automatic cleanup feature into the system.
We have observed a significant in...
Allow to merge two topics into one
It would be great if there were an action to merge multiple topics into one topic. Because for example for us there were multiple topics created for the same issue but for different languages like a topic "Frage zur Rechnung" and a topic "question for invoice" which are the same thing but once...
At this time this idea needs more votes!
Hardik Sanghavi
PM, D365 CS AI
Allow managing/deleting/including words in Omnichannel's Sentiment Analysis feature
Currently, Omnichannel's artificial intelligence, Sentiment Analysis, which analyzes the customer's sentiment during the conversation, does not allow removing or including words that the company understands need some alteration. For example: in an insurance company, the word "claim" is often u...
We need more votes on this idea.
- Customer Service Insights - AI
Add Subject Field in the mapping.
Good afternoon to all, It would be great if the "Subject" field can be used in the mapping of the Data instead of / or additional to the Case Title if the company prefers it. So you can choose how your data will be mapped based in the Subjects or the Case Title. The Case Titles are not standar...
At this time this idea needs more votes.
Hardik Sanghavi
PM, D365 CS AI
Use more fields than just the case title
Just using the case title for the topic is not helpful for us. AI should also use the description field or/ and the initial email from the customer.
This has been put back into the needs votes category. Please vote!
Hardik Sanghavi
PM, D365 CS AI
Conversation Highlights
From the agents perspective, especially for longer conversations, they can look to a conversations highlights which would allow for them to quickly get ramped up to speed on what the conversation is like and general direction they should take. This would be complementary to "Smart Assist" and "Co...
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Allow to influence AI model and improve topics
It would be great to add features such as giving feedback to cases grouped in a topic, moving cases to a different topic, and configuring topic granularity to the integrated analytics and insights experience in Customer Service Hub. These features were available on CSI standalone web app and were...
At this time this idea needs more votes!
Hardik Sanghavi
PM, D365 CS AI
Bot Designer and Virtual Agents
Are you planing to add Bot Designer and Virtual Agents into the preview environment at following URL: https://csi.ai.dynamics.com/ Do you know when would it become GA in the Dynamics 365 instances? Thanks in advance, Mehmet
Hi Mehmet - as Ankit shared back in 2018 the intent was to have another product for virtual agents that would be linked to CSI. I'm happy to share the Virtual Agent offering went public preview May 30th. For more details and how to sign up please visit their website @ https://aka.ms/virtual-agent
Thanks,
Tessa
Administrator
At this time this idea needs more votes.
Regards,
D365 Customer Service AI team