Support for additional languages in topic generation

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Note

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Customer Service Insights uses natural language understanding and other artificial intelligence technology to discover actionable insights by automatically grouping similar support cases into topics. In order to find similar cases more accurately, additional language models will be available, including three bilingual language models (French and English, German and English, and Spanish and English), and a general model for all languages.

The language-specific models enable better language understanding capability for those languages. When Customer Service Insights processes the case data on daily refresh, it will automatically detect the primary languages used in the cases. If more than 70 percent of the cases are in the languages supported by a single model (either English or one of the bilingual language models), that model will be used to discover topics from all of the cases. Otherwise, the general model will be used.