Support topic generation based on case titles in French, German, and Spanish
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.
| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, or analysts, automatically |  Aug 1, 2019 |
Oct 8, 2019 |
Feature details
Customer Service Insights now supports AI-generated topics from case data in more languages than English. Previously, an English-only model was used to understand the case titles and automatically group the similar cases into topics. While this model could be used with case titles that were in other languages, the accuracy and relevance of the topics would be decreased as the full meaning of the case titles was not understood.
With this addition of specific language models, including French, German, and Spanish, customer service managers who work with cases in those particular languages will now receive benefits from much more accurate topic generation. In addition, if the customer service organization serves customers in a dominant language we support as well as English case titles, the language-specific model will still perform and provide accurate topic generation across both languages. The support for additional languages will be continuously added into the service.
See also
Feature exploration (video)