MC320694: Communication Compliance: New machine learning classifier for customer complaints (preview)

Updated April 05, 2022: We have updated the rollout timeline below. Thank you for your patience.

Coming soon to public preview, a new machine learning classifier for Communication Compliance will enable you to detect customer complaints. This message is associated with Microsoft 365 Roadmap ID: 88872.

Detect customer complaints made on your organization’s products or services with Communication Compliance’s new machine learning classifier, customer complaints. This new feature can help organizations meet regulations that mandate detection and triage of complaints, such as the Consumer Financial Protection Bureau and the Food and Drug Administrator requirements. Communication Compliance helps organizations detect explicit code of conduct and regulatory compliance violations, such as harassing or threatening language, sharing of adult content, and inappropriate sharing of sensitive information. Built with privacy by design, usernames are pseudonymized by default, role-based access controls are built in, investigators are explicitly opted in by an admin, and audit logs are in place to ensure user-level privacy.

Affected Workload

• Microsoft Compliance center
• Teams

When this will happen

Rollout will begin in early May (previously mid-March) and is expected to be complete by late May (previously early April).

How this will affect your organization

You will soon be able to detect customer complaints made on your organization’s products or services using a new machine learning classifier, Customer Complaints, within the Communication Compliance solution in the Microsoft 365 compliance center.

This new classifier, available as an option in the Communication Compliance policy setup, can help organizations meet regulations that mandate detection and triage of complaints, such as the Consumer Financial Protection Bureau and the Food and Drug Administrator requirements. You can select this classifier as a condition for matching content in Microsoft Teams chat or emails, for instance, in both new and existing Communication Compliance policies.

What you need to do to prepare

To make use of the new classifier, you will need to explicitly configure a Communication Compliance policy and select the Customer Complaints trainable classifier as a condition to detect content matches.

You might want to notify appropriate users about these new capabilities and update your training and documentation as needed.

Learn more

• Learn about Communication Compliance in Microsoft 365.

Message ID: MC320694
Published: 03 February 2022
Updated: 05 April 2022
Platform: Web, World tenant