4

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

Read more... 2 Comments

Category: Topics (4)

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

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.

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0 Comments

Read more... 0 Comments

Category: Topics (4)

STATUS DETAILS
Under Review
Ideas Administrator

Thanks for the suggestion! We do support mapping to any text field (single or multi-line of text) more details here: https://docs.microsoft.com/dynamics365/ai/customer-service-insights/map-data.

We are also considering supporting non-text fields, if that's important for your scenario please vote here: https://experience.dynamics.com/ideas/idea/?ideaid=c4e65916-c5a1-e911-80e7-0003ff68f1d6

If neither of those scenarios matches your needs, please provide more details in the comments so we can prioritize correctly.

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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3 Comments

Read more... 3 Comments

Category: Topics (4)

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