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

Posted By on 28 Feb 2024 in Dyn365CE, Dynamics 365, Power Platform

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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  • Very positive
  • Positive
  • Slightly positive
  • Neutral
  • Slightly negative
  • Negative
  • Very…
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    More About This Author

    Inogic
    Inogic is one of the leading Microsoft Dynamics 365 ISV since 10+ years. Its flagship product Maplytics™ is a market leading certified (CfMD) geo-analytical mapping app. Maplytics empowers Dynamics CRM users across industries with the power of geographical data visualization, route optimization and along the route search with turn-by-turn directions, appointment planner, locational search by radius and shapes with drill-down filters and color-coded pushpins, heat maps, shape layers & territory management.
     
    Inogic is renowned for its high quality and low-cost offshore development services and productivity apps like InoLink: QuickBooks + Dynamics CRM, User Adoption Monitor, Attach2Dynamics, Alerts4Dynamics Click2Export, Click2Clone, Kanban Board, SharePoint Security Sync, Lead Automation & Distribution, Map My Relationships, Auto Tax Calculator, Subscription and Recurring Billing and Marketing4Dynamics.

    • Author: Inogic

    Inogic is one of the leading Microsoft Dynamics 365 ISV since 10+ years. Its flagship product Maplytics™ is a market leading certified (CfMD) geo-analytical mapping app. Maplytics empowers Dynamics CRM users across industries with the power of geographical data visualization, route optimization and along the route search with turn-by-turn directions, appointment planner, locational search by radius and shapes with drill-down filters and color-coded pushpins, heat maps, shape layers & territory management.   Inogic is renowned for its high quality and low-cost offshore development services and productivity apps like InoLink: QuickBooks + Dynamics CRM, User Adoption Monitor, Attach2Dynamics, Alerts4Dynamics Click2Export, Click2Clone, Kanban Board, SharePoint Security Sync, Lead Automation & Distribution, Map My Relationships, Auto Tax Calculator, Subscription and Recurring Billing and Marketing4Dynamics.

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