As the power ofartificial intelligence (AI)has evolved over the past few years, ithasshownits power to transform businessesto be more productive andtoserve customers better.
Using the power of AI, systems can digest large amountsof data,predict future patterns,and identify the best solutionsquicklywith minimum human effort. On the other hand, system capabilitiesthat rely onAI areusuallyhard to implementas theyrequire people who haveexpertise inboth AI and the business domain.
Thats why we bring youDynamics 365 Customer Service Insights. It focuses on your customer service scenarios andmakes itvery easyfor you to useAIalongside traditional business intelligence. This means you canmake better data-driven decisions, without requiringextensiveAI knowledge.
Using anout-of-the-boxnatural language understanding model, itgeneratesinsightson top ofyoursupportcases byautomatically groupingsimilar cases into topics.In addition tohigh-qualityAI models,it alsocomes withseveral advanced capabilitiesthat work togetherto provideyou withamarket–leading solutionfor actionableinsights.
In addition, each topicisassignedan auto-generatednamethat can represent itsrelevant cases.Once atopicname is assigned, either automaticallyby AIor by users who renametopicslater,Customer Service Insightstrackstopicsin the past to keeptheir namesstableand maintainable overtime.
Figure 2: One way to improve AI mode is to provide thumbs-up or thumbs-down feedback to indicate if cases belong to a topic
In addition, you may want to group topics for your customer service system in a more general ormore specific way.You can control the scope of how your topics are generated bysetting topic granularity in Customer Service Insights.
Figure 4: set the scope of topics based on your business needs
While we make all capabilities easy to use in the product,we often getquestions from customerslike youwhoare interested inlearningmore details aboutthese AI capabilities,orwonderhowit works better than other solutions.
Thus,Im glad to introduceyoutoa seriesofAI inside-outblog poststhatwe are planningfor the next few months!
Youllseemonthly posts from our AIexpertsthatcover thekeyareassuch as what is clustering and why its better for topic discoverythan other technologies, what is semantics embedding andwhy itplays a critical rolein Customer Service Insights,howweenableduser-friendly AI controlsto addressreal-world clusteringscenarios, and howour AI modelscontinuouslyimprovewith usersgestures among others.
We will updatethisblog postwith the linkstootherpostsin this seriesonce they arepublished.Please stay tuned!Iftheres any other area you are interestedand would like to learn more, pleasefeel free to leave your commentsbelow.
As always, your feedback is critical for us to prioritize whats nextwithin the product. If you have any suggestions or ideas, please dont hesitate tosubmit an idea or vote on others ideas.
If you have questions aboutCustomer Service Insights, were always available at theCustomer Service Insights forumto help you.
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