Good afternoon, we are creating a POC for a potential customer that wants to see their tech support cases imported into Customer Service (CE) and have Customer Insights do it's AI thing and group them together into Topics then name the topics?
The issue is that the cases that we imported from the customer have a case # and a description. It looks like whomever did the import (and or provided the data from the client) imported the customer data and now the Case NAME and ID are the same number. From what I can tell from the documentation, it looks like the Topic NAME is derived from some AI driven algorithm that looks at all the case TITLES that are grouped together??? All of our topics names have a number 4332211 that is from one of the cases that were grouped. It looks like it is just picking a random number from the group for the title, is that a fair assumption? To fix this, I'm guessing we will need to have a relevant CASE TITLE to import along with the CASE ID and description?
On the topic of how it groups the cases into topics, does anyone know what data it looks at to do this? I'm guessing the case DESCRIPTION?
One last question, if we update all the case names with actual relevant names, I'm guessing that the AI will see the change and update the topics?
Sorry for all the newbie questions -- trial by fire is the way this POC is getting built!
Thanks, Ford Wilkinson
