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The data comes from Incident (case) table but the case volumes don't match the cases we know have happened. When we look at XRM toolbox they don't match AI for Customer Service.
Where do we find support or help in understanding what is going on?
For example one topic shows 5 cases in AICS but we have only had 2, another has 4 in AICS and we have had 3 so not sure what is happening.
Thanks for trying Customer Service Insights and reporting the issue! Is it possible to share more details about what data you see with problems? Particularly,
thanks for the reply
The AI Insights charts displayed on the AI for Customer Service Insights dashboards are generated by applying language understanding technology to the titles of support cases.
However, the results can be misleading if the titles include extraneous information such as product name, case status, or ticket number tags.
You can improve the quality of the results displayed in AI Insights charts by specifying Data Cleansing settings to disregard tags in titles when they are grouped into topics.
Please refer to this article for specific steps:
Hope this helps.
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