Better access to continuous topic improvement such as topic controls and opportunities for user feedback


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Enabled for Public preview General availability
Admins, makers, or analysts, automatically This feature is released. Dec 2, 2019 -

Feature details

Customer Service Insights provides AI-driven topic generation based on the case titles imported into the system. While the AI model has been tuned for customer service scenarios, we understand not every business is the same and have enabled multiple controls and feedback avenues within the products, so that customers can ensure the model works best for them.

In this wave of updates, we released an improved navigation experience, making it easier for users to drill into topics and provide specific feedback on the cases grouped within them. The improved navigation makes it easier to find the controls used to influence and provide feedback to the model, such as topic renaming and thumbs up or thumbs down. The improved navigation also helps users improve the topic clustering result more efficiently and effectively.

See also

Feature exploration (video)

Manage and improve AI grouping of support cases as topics (docs)