2019/8/20 update – Both Serbian Cyrillic and Latin are now supported in Customer Service Insights.
Dynamics 365 Customer Service Insights helps customer service managers make better decisions and proactively improve customer satisfaction by providing AI-driven insights. We’ve been working hard to make the service available to as many people as possible, no matter what language they speak or use in their case data.
Today, we’re excited to announce that Customer Service Insights workspaces are available in 39 more languages, with Serbian (Cyrillic) and Serbian (Latin) coming soon. Along with the English-language service which is already generally available, that makes a total of 42 supported languages.
In addition, for public preview we’ve added four more language models (for a total of five) to support better automatic grouping of cases into topics.
Workspaces available in 42 languages
We know that people are more comfortable and productive working in their preferred language, so we’ve translated the user interface elements in the workspace, including menus, buttons, messages, and reports (not including your case data). Customer Service Insights displays your workspace based on the language set in your web browser. For more information on how to set your language preference, see choose your language settings.
The table shows a list of supported languages. (We ‘ll update this blog post when the two coming-soon languages are supported.)
|Norwegian (Bokmål)||norsk (bokmål)|
|Serbian (Cyrillic) – coming soon||српски|
|Serbian (Latin) – coming soon||srpski|
Five language models for improved AI insights (Public Preview)
Customer Service Insights uses natural language understanding and other artificial intelligence technology to discover actionable insights by automatically grouping similar support cases into topics. To find similar cases more accurately, we’ve added four language models in addition to the English one, which includes three models optimized for French, German, and Spanish, and a general model for all languages. Each new language model has the capability to process English cases, in addition to the other language it’s optimized for. This feature is currently in public preview.
The language-specific models enable better understanding for the corresponding languages. When Customer Service Insights refreshes your workspace and processes the case data, it automatically detects the primary languages used in your cases. If most of your cases are in the languages supported by a single model (either English or one of bilingual language models), that model will be used to discover topics from all your cases (we set the threshold as 70% today and are open to your feedback). Otherwise, the general model is used.
More languages to come based on your feedback
You’ll find more details about language support in the help article Supported languages for Customer Service Insights. We’ll continue enhancing the language support in your workspace and the AI model. Your feedback is critical for us to prioritize what’s next. If you have any suggestions or ideas, please don’t hesitate to submit an idea or vote on others’ ideas.
If you have questions about these or other features, we’re always available at the Customer Service Insights forum to help you.