2

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...

Read more...

1 Comments

Read more... 1 Comments

Category: Topics (3)

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! A feature to allow merging topics together is under consideration, please vote to increase the priority.

For the specific scenario you describe where you end up with separate topics for similar cases in different languages - the upcoming release of support of multiple languages in the AI model will reduce this duplication and create a single topic for similar cases across languages.

Sincerely,

CS Insights team
0

Support topic generation based on case titles in Japanese

We have lots of prospect customers for D365 Customer Service Insights in Japan. It is super important for our digital transformation of contact center business units. I hope that Japanese will be supported for “Support topic generation based on case titles” feature. Best regards,

Read more...

1 Comments

Read more... 1 Comments

Category: Topics (3)

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! A feature to support creating topics from Japanese text is under consideration, please vote to help increase the priority.
 
We are planning on supporting languages outside of English but Japanese is not currently planned for the initial set.

Sincerely,

CS Insights team
0

Semantic understanding and clustering in other languages than English

In tonights Web Conference: Dynamics 365 for Customer Service - Core Customer Service Enhancements (DYN577PAL) semantic Case topic clustering was presented, which looked very promising. And with very small means you could give Thumbs up or Thumbs down to halp the AI learn or move Case topic to...

Read more...

2 Comments

Read more... 2 Comments

Category: Topics (3)

STATUS DETAILS
Planned
October 2019
Ideas Administrator

Thanks for the suggestion! We are planning on supporting other languages besides English for topic generation, the features is also listed in the 2019 release wave 2 plan. Please add comments for the specific languages you'd like to see supported as we're prioritizing based on customer need.