How to influence AI model to improve topics in D365 Customer Service Hub Analytics and Insights

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Posted on by merrikhpour

Hi,

In Customer Service Insights standalone web app there were some settings we could use to influence the AI model such as giving feedback to cases grouped in a topic, moving cases to a different topic, and configuring topic granularity. I was wondering if we can do the same to improve topics on Customer Service Hub analytics and insights? I could not find anything in the documents. Also can we rename a topic in the customer service hub?

Thanks

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Rushil Vora on at

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Hi and thanks for reaching out!

Although we did have the feedback and topic granularity features in the Customer Service Insights standalone web app, they aren't available today in the integrated analytics and insights experience in Customer Service Hub. Feel free to add those as candidates in the Ideas forum (aka.ms/csiideas). We will continue to monitor ideas/upvotes for prioritization in upcoming releases.

Thanks,

Rushil

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