Topic clustering for voice
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Nov 1, 2021 |
Business value
Topics are automatically generated using AI to organize similar issues into groups. By aggregating metrics from issues grouped into the same topic, organizations get a full view of KPIs and metric impact for each topic. For example, organizations can view the average handle time, sentiment, and customer satisfaction score (CSAT) for a specific topic, and whether the topic is a key driver for any of those metrics.
Feature details
Topics represent semantically similar support issues and help organizations to better identify and respond to issues that their customers face. Supervisors can correlate these topics along with core historical analytics to quickly see common issues by volume, CSAT impact, and new cases, and identify the areas in which they need to invest their time.
In this release, topics are generated for the voice channel from the transcripts. This capability will help organizations better understand the issues that their customers face and the impact on core business metrics across the spectrum of engagement.
See also
Voice channel historical analytics, reports, and call insights (docs)