Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will show how I configured the ability to route cases to agents using machine learning.
Commonly organising will want to ensure they offer the best possible customer service in an efficient and timely manner. This often involves ensuring any cases are…
Continue Reading Neil Parkhurst’s Article on their blog
Omnichannel for Customer Service – Use Machine Learning to Route Cases
Microsoft’s Omnichannel for Customer Service can make use of the Unified Routing option to intelligently route items to agents. In this post I will show how I configured the ability to route cases to agents using machine learning. Commonly organising will want to ensure they offer the best possible customer service in an efficient and timely manner.
Blog Syndicated with Neil Parkhurst’s Permission
More About This Author
Array
- Dyn365CE30 April 2024Omnichannel for Customer Service – Resizable Communication Panel
- Dyn365CE30 April 2024Omnichannel for Customer Service – Enhanced Outbound Dialer (April 2024)
- Dyn365CE29 April 2024Omnichannel for Customer Service – Consult, filter by skills
- Dyn365CE23 April 2024Omnichannel for Customer Service – Test Speaker / Microphone