Rename topics to improve topic generation

Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for AI for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Customers can continue to enhance the quality of the AI-generated topics by renaming topics. Previously, customer service managers renamed topics generated by AI to make them easier to read, or more descriptive of the underlying issue. However, the renamed topic text was only used for display purposes, which didn’t actually affect future topic clustering results.

This release includes a new ability to enhance the quality of the AI-generated topics, by taking the renamed topic text as an additional signal to train our AI models to better understand the needs of your organization. Now, once a user renames a topic, it’s as if the renamed title is a case with thumbs-up feedback. So with the next data refresh, the most relevant cases will be grouped in that topic.

Topics are renamed either on the topics list page or the cases list page. When a topic is renamed, the dialog highlights that the renamed topic will be used as a feedback signal in the next workspace refresh.