Unified Routing – Sentiment Predictions

Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is really unhappy when starting a conversation in Omnichannel for Customer Service … with this feature you could route the customer to a specific queue possibly staffed by agents who are the most able to handle difficult conversations!

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Unified Routing – Sentiment Predictions

Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is really unhappy when starting a conversation in Omnichannel for Customer Service … with this feature you could route the customer to a specific queue possibly staffed by agents who are the most able to handle difficult conversations!

Blog Syndicated with Neil Parkhurst’s Permission

Author: Neil Parkhurst

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