Manage and improve artificial intelligence grouping of support cases as topics

You can manage and improve the artificial intelligence grouping of support cases as topics by using the Topics page. You can display the Topics page by selecting Topics in the navigation pane.

Note: The Topics page is not available in the sample environment. To make the Topics page available, create your own Customer Service Insights environment.

Customer Service Insights uses artificial intelligence technology to group related support cases as topics and display them on the Topics page in order of the number of cases associated with each topic. The Topics page shows all topics that contain three or more cases.

Topics page

You can then view and manage the topics and associated support cases in a variety of ways, including:

Searching for a topic

You can narrow down the list of topics displayed on the Topics dashboard by searching for a specific keyword in the Search box in the upper right corner of the dashboard.

For example, to find topics related to login issues, enter login in the Search box. Customer Service Insights narrows down the list to topics that include the word login.

Search box

To restore the original topic list, clear the search box by selecting the close icon.

Clear search

Viewing support cases for a topic

You can view the top 200 support cases associated with a topic by selecting it in the Topics list. For example, to view the support cases associated with the Password reset link is invalid topic, select it in the list.

View cases

Customer Service Insights displays a list of the support cases associated with the topic. Based on the case title similarities, Customer Service Insights uses artificial intelligence technology to group the cases together in a single topic. In addition to text similarity, it also groups cases with similar semantics meaning. For example:

  • Cases related to promo code and coupon are included in the same topic.
  • Cases related to reset password and login issue are included in the same topic.

To view the details of a support case, click the case title in the list.

View support details

Customer Service Insights opens the support case details in Dynamics 365.

Providing feedback to fine-tune the way cases are grouped into topics

You can fine-tune the way Customer Service Insights artificial intelligence technology groups support cases into topics by rating the placement of cases within topics. By rating the placement, you can help the Customer Service Insights artificial intelligence learn and improve case grouping.

To rate the placement of a topic's support cases, select the topic in the Topics page's Topics list to displays the list of cases associated with the topic. Then hover over the case title to display the Thumbs up and Thumbs down ratings icons.

Ratings icons

Select the Thumbs Up icon to indicate the case has been placed correctly within the topic. Select the Thumbs Down icon to indicate the case was not placed correctly.

Moving cases to another topic

If you find support cases grouped in a topic that should be grouped in a different topic on the Topics page, you can move them between topics. When a case is moved to another topic, Customer Service Insights uses that action as implicit feedback to tune its artificial intelligence model. For example, the model will determine whether a similar case should also belong to the other topic. As a result, Customer Service Insights improves its topic generation results in next workspace refresh.

To move a support case, hover over the case in a topic's case list, select the ellipses to display the Move option, and then select Move.

Move option

Select the destination topic from the Move case title pane and then select Move.

Case move

Renaming a topic

When Customer Service Insights groups support cases into topics, it automatically uses the title of the most relevant support case as the name of the topic. However, you may want to rename the topic. For example, you may want a topic name that is shorter or more clearly describes the underlying support issue.

You can rename a topic either in the Topics list or in the list of the support cases associated with the topic.

To rename a topic in the Topics list

  1. Hover over the topic and select the ellipsis to the left of the Total cases number for the topic.

    Rename topic

  2. Select Rename.

    Select rename

  3. In the Rename dialog box, enter the updated name and then select Save.

    Save rename

  4. Customer Service Insights updates the topic's name in the Topics list and gives you an opportunity to refresh your workspace.

    Updated name

  5. To refresh your workspace, select Refresh.

    Refresh workspace

To rename a topic in the list of the support cases

  1. Select the edit icon next to the topic name at the top of the list.

    Edit name icon

  2. Enter the updated name.

    Enter topic name

  3. Customer Service Insights updates the topic's name and gives you an opportunity to refresh your workspace.

    Updated cases name

  4. To refresh your workspace, select Refresh.

Controlling the granularity of how support topics are generated

You can control the scope of how Customer Service Insights generates support topics by adjusting topic granularity settings.

For more information, see Set the granularity of how Customer Service Insights generates customer service topics.

Refreshing the data displayed on the Topics page

Customer Service Insights automatically refreshes the data displayed on the Topics page daily. However, you can trigger a refresh on demand without waiting for next daily refresh.

For more information on triggering a refresh of your data, see Trigger a refresh of your Customer Service Insights dashboard data.