Dynamics CRM – Prediction based routing

Imagine a day at work of a front desk staff who is handling the support mailbox or reception of any mid-size organisation. It is not uncommon for them to receive hundreds, if not thousands of email and phone enquires everyday. If this organisation happens to be using Dynamics CRM, then every enquiry is usually handled … Continue reading Dynamics CRM – Prediction based routing

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Dynamics CRM – Find similar customers using Machine Learning

In the previous blog, we used Machine Learning inside Dynamics CRM to add value to our customer records by getting a quick health check of how customers are doing based some measurable data points. We used supervised learning, a technique that involves training your machine first, and then deriving your predictions based on the trained … Continue reading Dynamics CRM – Find similar customers using Machine Learning

Dynamics CRM meets Machine Learning – Final

  Welcome to the final post of this Dynamics CRM meets Machine Learning series where we have been discussing about using Machine Learning (ML) to interpret customer happiness by using certain cues and behaviour points based on Dynamics CRM data. If you have been following all along, you might notice that now the only remaining … Continue reading Dynamics CRM meets Machine Learning – Final

Dynamics CRM meets Machine Learning–Part 3

So far in this series we have covered the business problem and machine learning setup that drives the score based on the email content. We have also discussed how this approach can be extended to calculate an aggregated happiness index based on various behaviour points from within Dynamics CRM. In this instalment, let us focus … Continue reading Dynamics CRM meets Machine Learning–Part 3