The solution Email 2 Case using AI is an add-on feature to Dynamics 365 Customer Service

The following are the step by step process a. Read the Email Subject, Email Body and predict the Case Type, Case Subject, and Queue b. Convert the email to Case in CRM c. Through Machine Learning, it will continuously learn and improve its accuracy levels Salient features of this solution as follows a. Productivity improvement and reduction in manual intervention for case creation b. Faster time to learn and deliver on accurate outcomes c. Improved case resolution time which intern helps in meeting SLA’s.
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