Customer sentiment prediction for use in intelligent classification of incoming work items in unified routing

Important

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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 4, 2021 - -

Business value

Service requests may originate from any channel an organization supports to receive incoming support requests (work items) from customers. To ensure that the request is assigned to the most appropriate agent, work items must include the right details. In the work item classification stage, the rules and machine learning models can be used to add information on the work item, which can then be used to find the best-suited agent.

Feature details

Intelligent classification ensures that an incoming customer support request (or work item) has the best information available to be routed to the correct queue or agent. The key benefits of intelligent classification are as follows:

  • Minimizes the overhead in creating and maintaining logical routing rules.
  • Brings data-driven approach to routing by using the runtime "actuals" to predict values.
  • The classification evolves over time as new data is produced and organic changes in customer service are automatically reflected in the routing system.

Building on the capability of the intelligent skill finder in unified routing, this wave will include support for other machine learning-based rules for classification. This includes sentiment analysis to identify customer sentiment and then route the work items to agents who are prepared to handle them.

See also

Identify customer sentiment for use in work item classification in Unified Routing (video)

Use sentiment prediction-based model in work classification preview (docs)