Create and manage a Case Classification (CC) model

This is for:

Developer System Administrator

Coveo Machine Learning (Coveo ML) Case Classification (CC) models complement the Case Classification functionality of the Coveo Administration Console Case Assist (platform-ca | platform-eu | platform-au) page.

When you choose to generate case classification suggestions based on context recognition, you must configure a Coveo ML CC model to render classification suggestions in cases. Coveo ML CC models learn from support cases that have been correctly classified to provide classification suggestions on cases that haven’t yet been classified.

Example

On your support website, users can contact your support team by filling a support case. Under the hood, your Contact Support form contains a Case Classification model that’s been configured to provide suggestions for the producttype and issuetype fields.

A user accesses your support website to fill a support case and enters the following information:

  • Case Subject: Speedbit watch connection problem

  • Case Description: My Speedbit watch doesn’t connect with my smartphone.

Since the model has previously learned from the terms and classifications used by other users when filling their support cases, the model suggests the following classifications to the current user:

  • For the producttype field: Speedbit, Watch

  • For the issuetype field: Connection, Bluetooth

Prerequisites

Only members with the required privileges can create and manage Coveo ML CC models.

Before creating a Coveo ML CC model, ensure that the support cases you want to use to train the model meet the following data requirements:

Closed support cases

To help the model train from quality data, we recommend that you use closed support cases when selecting the cases that must be used by the model. This allows the model to learn only from support cases that have already been resolved.

The Learn from section of the model configuration allows you to segment the support cases on which the model bases its training.

Sufficient data in the training fields

The text fields of the support cases from which you want the model to base its training must contain at least 10 characters to be considered by the model.

Example

When configuring your Coveo ML CC model, in the in the Learn from section, you chose to train your model based on the subject and description fields.

Therefore, the model only takes into account the cases that contain a minimum of 10 characters in both the subject and description fields for its learning process.

Sufficient classified support cases

Each field value that is to be predicted by the model must be part of at least 500 indexed support cases.

Example

When configuring your Coveo ML CC model, in the Fields to provide suggestions section, you chose to provide suggestions for the caseType field.

In the support cases from which you chose to train the model, the caseType field has three possible values: issue, request, and incident.

Among the available support cases:

  • 1007 are classified as issue

  • 1885 are classified as request

  • 283 are classified as incident

Since there are only 283 cases that are classified as incident, the model only provides issue and request as classification values for the caseType field.

English support cases

The value of the index field that identifies the language of the support cases must be English for the support cases to be considered by the model.

Create a CC model

Note

You can only edit the model name once the model is created. To change the model settings, create a new model with the required changes.

  1. Depending on whether models have already been created in your Coveo organization:

  2. Click Next.

  3. In the Learn from section, select the content that the model will use. You can select the source(s) and apply additional filters using the Standard configuration, or use Advanced mode to define a custom filter expression.

    Important

    You’ll lose the current mode settings when you switch between Standard and Advanced mode.
    Tip

    The Data volume preview section shows the impact of your settings on the data that’s available to the model.

    • In the Standard tab:

      1. In the Sources dropdown menu, select the sources that contain the items you want the model to use.

        Note

        If your Coveo organization includes multiple indexes, the model can learn only from sources that are linked to the default index.

      2. (Optional) In the Dataset filters section, you can add filters to refine the cases that the model uses.

        Note

        For better results, Coveo recommends that you train the model on closed cases. This way, the model learns only from cases that have been resolved and will be able to provide more accurate suggestions.

        1. Click Add filter.

        2. In the Field name input, enter the name of the field that you want to use to segment the dataset.

        3. In the Select an operator dropdown menu, select the desired operator.

        4. In the Value input, enter the value of the field on which you want to segment the dataset.

        5. Click Apply.

      3. In the Language and date section, review the default settings and adjust them if needed to match your support cases and requirements:

        1. The Language field refers to the field your cases use to identify the language. The default is set to language.

          Important

          The model learns only from cases that have English as the value of the field that identifies the language.

        2. The Creation date field refers to the field your cases use to identify the creation date of support cases. The default is set to date.

        3. The Date range refers to the period of time, based on the creation date, for which the model learns from support cases. By default, the model learns from the support cases created in the last 6 months.

    • In the Advanced tab:

      1. Enter a custom filter expression using Coveo query syntax.

        Note

        For better results, Coveo recommends that you train the model on closed cases. This way, the model learns only from cases that have been resolved and will be able to provide more accurate suggestions.

      2. Click Apply.

  4. Click Next.

  5. In the Case ID field dropdown menu, select the field that uniquely identifies each support case.

  6. In the Training data dropdown menu, select the fields that the model will use to train. Click Add field to add more fields. For example, subject and description are common fields used to train a CC model.

    Notes

    • The selected case field must contain between 10 and 3000 characters in order for the model to use the case for training. For example, if you choose to train on subject and description, the model considers only the cases that contain a minimum of 10 characters in both the subject and description fields.

    • While we recommend using the subject and description fields, you can use any other field that contains information that tends to solve cases, such as resolution, summary, and problemDescription.

  7. Click Next.

  8. In the Fields to provide suggestions dropdown menu, select the fields that the model will provide value suggestions for during case creation. For example, producttype and issuetype. Click Add field to add more fields.

    Notes

    • The selected fields must be of the Facet type, and can’t be of the Multi-Value Facet type.

    • We don’t recommend selecting fields for which generic values are available. For example, an other or default field.

  9. Click Next.

  10. In the Name your model input, enter a meaningful display name for the model, and then click Start building.

    Note

    Some of the support cases that have been targeted while configuring the model may later get filtered out because they can’t be used for training purposes. See CC model case filtering for details.

  11. Associate the model with a Case Assist configuration that’s set to generate suggestions based on context recognition.

Tip

If you have the Enterprise edition, group this CC model and your other implementation resources together in a project. See Manage projects.

Edit a CC model

Note

You can only edit the model name once the model is created. To change the model settings, create a new model with the required changes.

  1. On the Models (platform-ca | platform-eu | platform-au) page, click the model you want to edit, and then click Edit in the Action bar.

  2. On the subpage that opens, select the Configuration tab.

  3. Under Name, edit the model’s display name.

  4. Click Save.

CC model case filtering

Some of the support cases that you scoped while configuring the model may get filtered out because they can’t be used for training purposes.

The model performs the following filtering process to ignore support cases for which:

  • Duplicate case unique identifiers have been found. When the model finds cases with duplicate unique identifiers, it uses only one of them.

  • The selected fields for which to provide suggestions:

    • Aren’t of the string data type.

    • Have only one or no possible values.

    • Contain empty values.

  • The selected fields for training:

    • Contain empty values.

    • Aren’t of the string or list of strings data types.

    • Contain less than 10 or more than 3,000 characters.

Note

You can replicate how the model would filter some of the targeted support cases by using the Content Browser (platform-ca | platform-eu | platform-au) feature of the Coveo Administration Console.

For example, you plan on creating a CC model with the following configuration:

  • Support cases from the My Support Cases Source.

  • Uses support cases that have the closed status.

  • Uses support cases that have been created in October, November, and December of 2023.

  • Learns from support cases in English.

  • Learns from support cases the have the casenumber field as the unique identifier.

  • Uses the description and subject as fields for training.

  • Uses the producttype and issuetype as the fields to provide suggestions.

To see the indexed support cases that will be used by the model, you can enter the following query in the Content Browser:

(@status=="closed" @language=="English" @casenumber @sfcasenumber @subject @description @producttype @issuetype) ((@source=="My Support Cases Source") (@year==2023) (@month==(12,11,10)))

Delete a CC model

  1. On the Models (platform-ca | platform-eu | platform-au) page, click the ML model that you want to delete, and then click More > Delete in the Action bar.

  2. In the Delete a Model panel that appears, click Delete model.

Review active model information

On the Models (platform-ca | platform-eu | platform-au) page, click the desired model (must be Active), and then click Open in the Action bar (see Reviewing model information).

Reference

"Status" column

On the Models (platform-ca | platform-eu | platform-au) page of the Administration Console, the Status column indicates the current state of your Coveo ML models.

The following table lists the possible model statuses and their definitions:

Status Definition Status icon

Active

The model is active and available.

Active

Build in progress

The model is currently building.

Building

Inactive

The model isn’t ready to be queried, such as when a model was recently created or the organization is offline.
Click See more details for additional information (see Review model information).

Inactive

Limited

Build issues exist that may affect model performance.
Click See more details for additional information (see Review model information).

Limited

Soon to be archived

The model will soon be archived because it hasn’t been queried for an extended period of time.
Click Delete to remove the model.
Learn more about archived models.

Archive pending

Error

An error prevented the model from being built successfully.
If it’s a temporary system error, check back soon. Otherwise, click See more details for additional information (see Review model information).

Error

Archived

The model was archived because it hasn’t been queried for at least 30 days.
Click Delete to remove the model.
Learn more about archived models.

Archived

Required privileges

By default, members with the required privileges can view and edit elements of the Models (platform-ca | platform-eu | platform-au) page.

The following table indicates the privileges required for members to manage Coveo CC models (see Manage privileges and Privilege reference).

Action Service - Domain Required access level

View models

Machine Learning - Models
Organization - Organization
Search - Query pipelines

View

Manage models

Organization - Organization
Search - Query pipelines

View

Machine Learning - Models

Edit

Machine Learning - Allow content preview

Enable

Content - Sources

View All

Content - Fields

View