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...
Ability to map additional fields (e.g. category) and custom fields
Category and additional custom fields are very frequently used in the case entity, ability to map additional fields will bring help to cover increased number of usecase.
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...
Thanks for the suggestion! We have shipped support for four additional language models (Japanses, Italian, Portuguese and Simplified Chinese), bringing our total to eight languages supported other than English. More details can be found here: Improved support for topic generation for non-English case titles. In addition, any languages that are explicitly called out are supported through a mixed-language model. Please try out the capabilities regardless of the language and share any feedback in our community: https://aka.ms/csicommunity.
Sincerely,
Customer Service Insights team
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
CS Insights team