Utilize a model for work classification based on sentiment prediction in Dynamics 365

Introduction

Work items can be routed using artificial intelligence (AI)-based sentiment predictions in Microsoft’s Unified Routing for Dynamics 365. Let’s say the user begins a customer service conversation via the customer service admin center and notices that the customer is really unhappy. By using this feature, the user could direct the customer to a particular queue that might be manned by representatives who are best equipped to handle challenging conversations!

Through the use of sentiment prediction for routing, businesses can classify work items to be routed to agents based on the sentiment scores of their end users.
Work items can be categorized and assigned to agents who are most qualified to handle them by creating rules that use sentiment prediction for routing.

Organizations can create complex rules with ease by using the following seven-point scale for sentiment prediction.

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