Support topic generation based on case titles in French, German, and Spanish


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Enabled for Public preview General availability
Admins, makers, or analysts, automatically This feature is released. Aug 1, 2019 This feature is released. 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)

Language support for case grouping as topics (docs)