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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to create a work c...
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Suggested Answer

How to create a work classification ruleset that detects the language of the work item?

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Posted on by FD-02021520-0 21
Hi,
 
I have a situation where we convert incoming e-mails into cases.
We want to detect the language of the e-mail automatically and transfer the cases to an agent that speaks the language of the e-mail using unified routing. 
 
In the training docs Set up work classification - Training | Microsoft Learn I find the following statement:
For example, a classification rule set might evaluate the language that a customer speaks and then add that language as a skill to the conversation. When it's time to assign the conversation, the system can look for representatives who speak the language that's defined by the classification rule.
 
Out-of-the-box you can only select 3 machine learning models 'Skill identification', 'Sentiment prediction' & 'Effort estimation'.
Is it possible to create a work classification ruleset using for example a language detection model?
 
If yes, where can I find the documentation how to achieve this?
 
If no, what other solution do you have to achieve the language detection?
 
The learning docs suggests to add the language of a case as a skill using the country of the related contact.
This solution does not cover our need.
 
Best regards,
Frederik
 
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,375 Most Valuable Professional on at

    Hi Frederik,

    No, language detection is not available out-of-the-box as a model in Work Classification Rule Sets in Unified Routing.

    Use Power Automate + Azure Cognitive Services (Text Analytics – Language Detection):

    1. Trigger: When an email is converted to a case.
    2. Action: Use the Azure Text Analytics – Detect Language connector on the email body.
    3. Update Case: Set a custom “Detected Language” field.
    4. Classification Rule Set: Use this field in a custom rule set to add a corresponding Language skill to the case.
    5. Routing Rule Set: Route cases based on that skill to the right agent.

     

  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 3,084 Super User 2026 Season 1 on at
    You could probably achieve this with an autonomous agent, set to trigger on an incoming email as well. This would allow you to plug in to Power Automate a bit easier, and without needing to set up or work through the Azure AI solutions (depending on the technical proficiency on your team).
     
     
     

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