Summary
With the volume of support cases that a typical support center handles each day, making sense of all the data that is consumed and then determining how it can be used in the best way possible is challenging. Many of the cases that are submitted by customers might be similar; however, finding ways to group them into the same category can be difficult. Through natural language understanding, AI can evaluate thousands of individual cases and identify similarities between them that previously would have been missed. AI can then group those items together and allow organizations to access deeper analytics through a larger subset of data that they can use to implement business actions. This component can help organizations drive self-service support automation, identify training opportunities, and build procedures to streamline their overall support structure.
Dynamics 365 Customer Service Insights uses AI to provide your organization with actionable insights into critical performance metrics, operational data, and emerging trends from your customer service system. Through its built-in dashboards, interactive charts, and visual filters, you are provided with insight into your support operations data across different channels.
This module examined how to get started with Customer Service Insights and how to configure the Customer Service Insights, including:
Defining Customer Service Insights and what it can provide for an organization.
Examining the process for configure Customer Service Insights.
Learning how to use Customer Service Analytics in Power BI.
Examining the different dashboards that are available.
Your next step would be to gain a deeper understanding of how to further enhance what Customer Service Insights can provide to your organization.