4

Call Intelligence for Customer Service Insights

Hi, Call Intelligence feature available in Dynamics 365 Sales Insight could have a good implementation also from a Customer Service point of view, to help manager in understanding how agents manage incoming calls.

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Completed
Ideas Administrator
Thanks for the suggestion! We've released a preview version of the call insights into Customer Service Insights, please take a look and provide feedback as we continue to improve it towards GA: https://docs.microsoft.com/dynamics365/ai/customer-service-insights/ci-overview

Sincerely,

CS Insights team
1

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...

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Completed
Ideas Administrator

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

0

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

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Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions) (15)

STATUS DETAILS
Completed
Ideas Administrator

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