The article discusses using Microsoft's AI Builder capabilities, specifically the Text Classification AI Model, to automate case assignment in a call center scenario. The author compares this approach to using LUIS, another Microsoft Cognitive Service, and explains the process of training the AI model, getting data, and publishing the model. They also provide a step-by-step guide on how to create a flow to utilize the generated tags and update the corresponding case records. The author concludes by highlighting the user-friendly nature of AI Builder and its potential to improve employee and customer experiences.
Login now to access my digest by 365.Training