Dynamics 365 AI for Customer Service Insights Now in Preview

Microsoft has opened a public preview of its latest AI app for Customer Service Insights. To sign up for the free preview click here.

With artificial intelligence powered insights across case trends and service desk health, this new app is designed to help service managers improve performance by taking a proactive approach supported by data-driven decisions.

Crucially, this uses natural language understanding technology to group cases by topics without the need for users to manually tag cases. 

As a result, new insights are instantly available so growing issues can be understood at an early stage before these reach critical levels.

** MARCH 2019 UPDATE ** Customer Service Insights to launch in May

Incoming Cases Dashboard

This view includes visuals of your system's recent support cases with AI driven tables to help identify persistent issues, and emerging topics.

Consistent with all AI for Customer Service Insights dashboards, this can be filtered by time period (currently last 60 days, yesterday, last week or last 1 month). Data can cover all cases, or these can be filtered by product, channel and team.

'Current Popular Topics' is one example of natural language understanding in action. That's because these topics aren't entered by a human but are the result of the AI looking at cases to highlight items about the same topic.

This display focuses on the topics which have the highest case volume:

In the above example, we've focused on one specific topic in the list which references a frequent customer suggestion in an e-commerce scenario.

This hasn't resulted in the highest case volume but whereas other items on the list have seen a volume reduction during the selected time period, this topic has seen a 14% rise and amounts to almost 10% of all items during this time. Definitely an issue to make sure our web developers are working to fix!

Drilling down into an individual topic will also update supporting charts that depict case priority, channel and the time of day logged.

The Emerging Topics table, shown below, provides greater insights specifically around the trends in volume so that increases in topic frequency can be identified at an earlier stage and action taken before problems become critical.

In this example, a highlighted topic reveals an upturn in problems reported by customers during order processing.  

Approaching 50 cases are automatically grouped under this topic which represents an increase of more than 12% during this time period. Worryingly, the resolution rate is only 61% which suggests potential orders are being lost. 

Case Resolution Time Dashboard

Here service managers can see which topic clusters have the biggest negative impact in terms of time consumed.

This display reveals a recurring issue with a coupon code which is resulting in both high volume and a long resolution time. Overall, the AI app has ranked this the most time impactful issue on the overall case resolution time.

Clicking an individual list topic will filter supporting charts enabling support managers to see at a glance which agents have been frequently handling these issues, and instantly see a day by day analysis of volumes and average resolution times. 

A deeper drill down is also available that provides further underlying detail to answer questions including:

  • How many cases are covered by this topic?
  • What total have been resolved?
  • Which agents have the most unresolved cases on this topic?
  • Who has the longest resolution time on this topic?

This will also include a Sankey chart depicting how cases on this topic arose which flows across an analysis of escalation and resolution breakdown.

KPI Summary Dashboard

The Key Performance Indicator summary dashboard provides an overview of your organisation's customer service experience with AI technology highlighting key impacts and performance trends.

This includes:

  • KPI summary charts - across total cases, resolutions, SLA compliance, escalations, average resolution and average resolution time
  • Total case breakdown between new and backlog during the specified period
  • Case tracking chart - identify spikes and troughs in new cases showing the trend in new 
  • Unresolved cases by age chart - number of cases for the time period by how many days ago these were created

Customer Satisfaction Dashboard

An overview of customer satisfaction (CSAT), including using AI technology to promote topics that are having the greatest impact on CSAT scores. The Customer satisfaction dashboard includes a variety of charts with graphical views of your system's customer satisfaction data.


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