Configure Customer Service Insights
Customer Service Insights consists of different reports and AI capabilities. Each of these components requires separate enabling and configuring.
Configure Customer Service historical analytics
To enable the Customer Service historical analytics report, in the Customer Service Admin center app go to Insights under the Operations group. Select Manage to the right of Customer Service historical analytics.
On the Customer Service historical analytics page, toggle the Enable Customer Service historical analytics report status to Enabled. Once set to enabled, you can also enable Topic clustering for cases.
If your organization has enabled Copilot for Customer Service, you can also choose to add historical analytics. This will allow users to get insights directly from Copilot.
Once you have enabled the features you want, and select Save & Close.
The report can take up to 24 hours to be provisioned. After this time, you can view the report by navigating to Insights > Customer Service historical analytics.
Security for historical analytics
Users with the System Administrator security role will be able to view the reports. To allow other users to be able to access the insight reports and dashboards, you need to edit their security role and add privileges to the Customer Service historical analytics table as shown in the following screenshot.
Configure Topic clustering
Topic clustering for case is dependent upon the Customer Service historical analytics report and that feature must be enabled first.
The Summary and Model run summary on the Topic Clustering page provides key information about how the topic model and its results.
Data attributes used.
Total number of topics generated.
Percentage of cases that were classified as a topic.
Frequency and last run of the model.
Data mapping
By default, the Case Title is used for topic clustering. Under Data mapping, you can change to another text column on the Case table that provides the best description for customer issues.
Data cleaning
The topics generated by the topic clustering model can be misleading if the Case Title includes extraneous information such as product name, case status, or reference tags.
You can improve the quality of the results displayed in AI Insights charts by specifying Data Cleaning settings to disregard tags in titles and to ignore specific phrases.
Topic automation
The topics identified by Customer Service historical analytics are often prime candidates as topics in Microsoft Copilot Studio chatbots.
You can make these topics available for adding your Microsoft Copilot Studio chatbots by setting the toggle to Enabled and selecting Save.
Configure Knowledge search analytics
To enable the Customer Service Knowledge search analytics, navigate to Insights under the Operations group. Select Manage to the right of Knowledge search analytics.
On the Knowledge search analytics page, toggle Status to Enabled and select Save & Close.
The report can take up to 24 hours to be provisioned. After this time, you can view the report by navigating to Service > Insights > Knowledge search analytics.
Security for Knowledge search analytics
Users with the System Administrator security role will be able to view the reports. To allow other users to be able to access the Knowledge search analytics reports and dashboards, you need to edit their security role and add privileges to the Knowledge search analytics table.
Configure AI suggestions
AI can be used to make suggestions for agents. To enable AI suggestions for agents, in the Customer Service Admin center app, navigate to Insights then select Manage to the right of Suggestions for Agents.
On the Suggestions page, toggle Status to Enabled for similar cases and knowledge article suggestions and select Save.
Data mapping for suggestions
By default, the Case Title or Case Description are used for similar cases. Under Data mapping, you can select other text columns on the Case table that provides the best options for identifying similar cases. You can also change the columns used for knowledge article suggestions.