Use artificial intelligence technology to group related support cases as topics

Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review Summary of what’s new. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy). For detailed information about our products, visit the AI documentation.

Dynamics 365 AI for Customer Service Insights uses artificial intelligence to automatically group your cases into topics using natural language understanding.

Topics enable you to discover and adapt to current and emerging trends, improve brand sentiment, and identify problem areas. By pinpointing and fixing issues before they impact customers, you can deliver better customer service experiences.

The Top case volume impactors and Emerging topics charts display support topics that are generating the most volume and that have a high volume change in order of volume over the specified time period

See also

Identify areas for improvement in your customer service system