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We've installed AI for Customer Service and getting wrong case numbers coming through

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Posted on by Community Member Microsoft Employee

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.

Categories:
Insights
  • Verified answer
    LuHao Profile Picture
    LuHao 40,872 on at
    RE: We've installed AI for Customer Service and getting wrong case numbers coming through

    Hi partner,

    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:

    https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/settings

    Hope this helps.

    Best Regards,

    Lu Hao

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: We've installed AI for Customer Service and getting wrong case numbers coming through

    thanks for the reply

    • Does the mismatch only happen to topics or other analytics charts?
      • Seems to be topics but a bit hard to see cause the topics skew the data
    • Howdid you tell the number of cases that should belong to a topic? Could you share an example what topic name you saw with this problem?
      • Pretty easy to tell as the topic is the contains the name of the person that rung and the date they rung in.  I can't share a screenshot as it contains real health data.  For example though: One topic for a customer has 305 new cases for "Customer Name 23/1/2019" but looking in XRM Toolbox this customer rung once.  The data has lots of these examples.  The Anonymous Caller bucket seems closer to the real numbers

  • Xiaoying Guo Profile Picture
    Xiaoying Guo on at
    RE: We've installed AI for Customer Service and getting wrong case numbers coming through

    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,

    • Does the mismatch only happen to topics or other analytics charts?
    • How did you tell the number of cases that should belong to a topic? Could you share an example what topic name you saw with this problem?

    Thanks!

    Xiaoying

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