5

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...

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2 Comments

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

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
2

Extend time period of cases collected for a workspace

Currently CSI workspaces imports cases created in the last 60 days for AI and BI analysis. Consider extending the time period of imported cases to enable richer scenarios of MoM / YoY / customizable comparison scenarios.

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0 Comments

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

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! A feature to extend the time period is under consideration, please vote to increase the priority.

Sincerely,

CS Insights team
1

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...

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0 Comments

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

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! These customization features are under consideration, please vote to increase the priority. Any additional comments or feedback on why the feature is important for your scenarios is appreciated!
 
Sincerely,

CS Insights team