Smart Unified Service Desk with Machine Learning

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Unified Service Desk (USD) for Microsoft Dynamics 365 provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Microsoft Dynamics 365. This webinar presents business application of Machine Learning to enhance Microsoft 365 Unified Service Desk and build a smarter USD solution.

Software

Smart Service Desk
with Machine Learning
Stefano Tempesta

TODAY’S
AGENDA
Dynamics 365 for Customer Service
Unified Service Desk
Customer Service Hub
Microsoft AI Platform
Knowledge articles suggestion
Similar help desk cases
Related document recommendation

Stefano Tempesta
CRMUG Switzerland Chapter Leader

Dynamics 365 for Customer Service
Entities: Cases, Queues, Knowledge Articles
Collaterals: Articles, Contracts, Products, Services
Goals: Goal, Goal Metric, Rollup Queries
Service
Customer Service
Hub
Unified Service
Desk

Customer Service Hub
Dashboards
Activities: Email, Task, Appointment, Phone Call, Social Activity
Accounts and Contacts
Social Profiles
Cases and Queues of Cases
Knowledge Articles

Unified Service Desk
Windows desktop application
Container for a special “Dynamics 365 USD” solution
• No coding required
UII Framework for system integration at UI level
• Some (ehm…) coding required

Machine Learning
Demand Estimation Recommendations
Outcome Prediction Sentiment Analysis
MODEL SERVICE
DATASET
EXPERIMENT

Microsoft Cognitive Services
Cognitive Services leverage the power of Machine Learning.

AI-powered Customer Service
Dynamics 365 integrates with Cognitive Services to provide AI
capability to Customer Service.
Use the Text Analytics API to detect key phrases, topics, and
language from text.
• Automatically suggest knowledge articles
• Suggest similar cases for a case
• Enable document suggestions to recommend related documents

Disclaimer
Cognitive Services integration is only available in the United
States.
It is in Preview mode and not available in the Government
Cloud.
Preview features are not meant for production use.
Microsoft does not provide support for preview features.

Text Analytics Service
Detect sentiment, key phrases, topics, and language.
Keyword matching for related documents, similar cases, and
knowledge article suggestions.
Settings > Administration > System Settings > Previews

Similar record suggestions
Setup a record-matching rule
Source Entity: Entity for which similar records are suggested
Field: Field to use in creating a text search rule
Criteria: Exact Match | Text Match
Settings > Data Management > Similar Records Suggestions Settings

Related cases
Automatic Case Relationships
Services > Similar Cases > Find

Related document recommendation
Text Analytics not required
Built-in keyword matching logic
Searches other like-entities to determine similarities found in
documents
SharePoint site, OneDrive, or external location
Text Analytics recommended when using an external site

19 Apr – CRMUG Switzerland Chapter
23-25 Apr – Summit EMEA Dublin
Discount Code: CHCRMSWI

THANK YOU
FOR ATTENDING!
@stefanotempesta /in/stefanotempesta

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This presentation covers the following topics: What is logging? The purpose of logging: Debugging The purpose of logging: Security The purpose of logging: Stats & analytics Traditional logging Traditional logging: Advantages Traditional logging: Disadvantages The solution: Large-scale logging Large-scale logging: Core principles Large-scale logging: Solution types Large-scale logging: Cloud vs on-prem Large-scale logging: Operational complexity Large-scale logging: Security Large-scale logging: Costs Large-scale logging: On-prem comparison - Elasticsearch - Grafana Loki - VictoriaLogs On-prem comparison: Setup and operation On-prem comparison: Costs On-prem comparison: Full-text search support On-prem comparison: How to efficiently query 100TB of logs? On-prem comparison: Integration with CLI tools VictoriaLogs for large-scale logging VictoriaLogs demo instance - Ingestion rate: 3600 messages / minute - The number of log messages: 1.1 billion - Uncompressed log messages’ size: 1.5TB - Compressed log messages’ size: 23GB - Compression ratio: 47x - Memory usage: 150MB VictoriaLogs CLI integration demo - Which errors have occurred in all the apps during the last hour? - How many errors have occurred during the last hour? - Which apps generated the most of errors during the last hour? - The number of per-minute errors for the last 10 minutes - Status codes for the last hour - Non-200 status codes for the last week - Top client IPs for the last 4 weeks with 404 and 500 response status codes - Per-month stats for the given IP across all the logs Large-scale logging solution MUST provide excellent CLI integration VictoriaLogs: (temporary) drawbacks VictoriaLogs: Recap - Easy to setup and operate - The lowest RAM usage and disk space usage (up to 30x less than Elasticsearch and Grafana Loki) - Fast full-text search - Excellent integration with traditional command-line tools for log analysis - Accepts logs from popular log shippers (Filebeat, Fluentbit, Logstash, Vector, Promtail, Grafana Agent) - Open source and free to use!

Large-scale Logging Made Easy: Meetup at Deutsche Bank 2024

VictoriaMetrics

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Introducing Microsoft’s new Enterprise Work Management (EWM) Solution

Large-scale Logging Made Easy: Meetup at Deutsche Bank 2024

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Smart Unified Service Desk with Machine Learning

1. Smart Service Desk with Machine Learning Stefano Tempesta

2. TODAY’S AGENDA Dynamics 365 for Customer Service Unified Service Desk Customer Service Hub Microsoft AI Platform Knowledge articles suggestion Similar help desk cases Related document recommendation

3. Stefano Tempesta CRMUG Switzerland Chapter Leader

4. Dynamics 365 for Customer Service Entities: Cases, Queues, Knowledge Articles Collaterals: Articles, Contracts, Products, Services Goals: Goal, Goal Metric, Rollup Queries Service Customer Service Hub Unified Service Desk

5. Customer Service Hub Dashboards Activities: Email, Task, Appointment, Phone Call, Social Activity Accounts and Contacts Social Profiles Cases and Queues of Cases Knowledge Articles

6. Unified Service Desk Windows desktop application Container for a special “Dynamics 365 USD” solution • No coding required UII Framework for system integration at UI level • Some (ehm…) coding required

8. Microsoft AI

9. Microsoft AI www.microsoft.com/ai

10. Machine Learning Demand Estimation Recommendations Outcome Prediction Sentiment Analysis MODEL SERVICE DATASET EXPERIMENT

11.

12. Microsoft Cognitive Services Cognitive Services leverage the power of Machine Learning.

13. AI-powered Customer Service Dynamics 365 integrates with Cognitive Services to provide AI capability to Customer Service. Use the Text Analytics API to detect key phrases, topics, and language from text. • Automatically suggest knowledge articles • Suggest similar cases for a case • Enable document suggestions to recommend related documents

14. Disclaimer Cognitive Services integration is only available in the United States. It is in Preview mode and not available in the Government Cloud. Preview features are not meant for production use. Microsoft does not provide support for preview features.

15. Roadmap http://roadmap.dynamics.com

16. Smart Service Desk

17. Text Analytics Service Detect sentiment, key phrases, topics, and language. Keyword matching for related documents, similar cases, and knowledge article suggestions. Settings > Administration > System Settings > Previews

18. Similar record suggestions Setup a record-matching rule Source Entity: Entity for which similar records are suggested Field: Field to use in creating a text search rule Criteria: Exact Match | Text Match Settings > Data Management > Similar Records Suggestions Settings

19. Related cases Automatic Case Relationships Services > Similar Cases > Find

20. Related document recommendation Text Analytics not required Built-in keyword matching logic Searches other like-entities to determine similarities found in documents SharePoint site, OneDrive, or external location Text Analytics recommended when using an external site

21.

22. 19 Apr – CRMUG Switzerland Chapter 23-25 Apr – Summit EMEA Dublin Discount Code: CHCRMSWI

23. THANK YOU FOR ATTENDING! @stefanotempesta /in/stefanotempesta

Smart Unified Service Desk with Machine Learning

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