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Hi,
In the link 'https://cloudblogs.microsoft.com/dynamics365/bdm/2018/02/07/machine-learning-implementation-strategy-for-a-customer-service-center/' , i see 'suggest preferred channel– ML could be used to predict the right channel to reach out to the customer for a particular issue type' under Customer effort reduction . May i know what ML algorithm would help to achieve this?
Hi partner,
You could refer to this new feature released in 2020 wave1.
docs.microsoft.com/.../proactive-chat
https://docs.microsoft.com/en-gb/dynamics365/omnichannel/administrator/proactive-chat
We can decide when to chat with customers according to their journey, time spent on the internet and other information.
Go to Omnichannel Administration -> Chat and under the Basic details you could find this feature.
Hope it helps.
Best Regards,
Leo
This could be achieved through any classification algo
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