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…
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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.
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