Skip to main content

Use Azure Machine Learning for Spam Detection in Email to Case process in Dynamics 365


The following is a guest post from InfoStrat's Dmitri Riz which is also available on the InfoStrat Tech Blog.

Major software platforms like Microsoft Azure are rapidly developing toolkits that simplify access to AI or Machine Learning technologies, making them available to a wider group of developers. This article shows how the new AI Builder tool on Microsoft Azure PowerApps allows for a quick development of a text classifier model and easy integration of the trained model in Dynamics 365 data processing.

I'll use the Dynamics 365 Email to Case process as a use case. Several of our clients are using this process to generate vast amount of customer support cases from incoming emails. Many of spam emails clear regular email filters and end up as cases in Dynamics, forcing Customer Service Reps to manually tag them as spam and close them.

The resulting set of spam cases represents a perfect training set for a binary text classifier model where feature text is represented by the Description field of the case entity and (for this example) the Resolution field contains the tag.

NOTE: I've used the SMS Spam Collection Data Set from UCI machine learning repository to create and classify sample cases using ham and spam tags.



While this post shows how detect SPAM cases, same techniques can be used to build additional text and/or image classifier models to add more detailed data categorization, such as assigning case priority or routing cases to queues or providing automated case responses.
I will set up two components to illustrate this scenario: first I will build and train a text classification model, and then I will build a Flow that will react to the Create event of the Case and will use this model to classify each case as Spam or Ham.

Step 1: Build and Train Text Classification Model with PowerApps AI Builder

Under AI Builder, click on Model, Build a Model and choose 'Text Classification'.


Click on 'Select Text' and follow prompts to select Case entity and Description field as Text data and select Resolution field during Tag selection step. 

Select your language, confirm the data and tag fields are correct and click on Train button to train the model. 

This process may take a while for a large data set.




Wait till the model is trained and confirm the model precision.



The final step to confirm that your new text classifier works is to test it. Click on Quick test button to test it. Try to supply several text values to make sure that the model can resolve all possible tags with sufficiently high confidence score.


Now that we've built our classifier, it's time to move to the second step.

Step 2: Build a Flow to detect SPAM Cases using Text Classification Model

First, we need to create a new Solution. On PowerApps Solutions menu, click +New Solution, enter solution name and save new solution.


Click on +New button and select Flow to create a new Flow.

Select Dynamics 365 connector and 'When a record is created' trigger and select your organization and Case entity.


Click on Add Action button and select Predict action (I renamed it as Classify Case). This action will use our new model to classify the Description text of each newly created case.



Select your model in the dropdown and manually set the Request Payload field to a JSON fragment shown above, referencing Case Description field.

Click on 'Add an action' and select Parse JSON action. It will interpret Predict action's output. Refer to this Microsoft article for the JSON schema that this step requires.

At this point, we should pause and test our solution to see if both components work together. 

Click on Save button and then on Test button. The flow will wait till new Case is created. 

Now, create a new Case record in Dynamics 365 and populate the Description field with a value that should be classified as SPAM. 

After a few moments the Flow run will complete. If everything was set up correctly, you should see Predict step output containing JSON fragment with data show below, where type value should resolve to one of your tags, and the confidence score showing the reliability of the prediction: 

"response": "{\"predictionOutput\":{\"results\":[{\"type\":\"spam\",\"score\":0.9111173}]} 


The last remaining step is to take the prediction tag and apply it to the Case record. 

For this example, I will simply save the tag in Resolution field (see screenshot in the beginning of the post), but you could just as easily cancel the SPAM cases within the same process.

Click on Add action, select Dynamics 365 connection and Update a record action.

Select your Dynamics Environment; select Case entity. 

Select Case (primary key from the newly created case) in Record Identifier field. Scroll down in the list of fields till you see Resolution and map it to type field of Parse JSON action.



Popular posts from this blog

The DATA Act Driving Grant Management Automation

The Digital Accountability and Transparency Act enacted in May 2014 calls for making spending data available in open, standardized formats to be published online.  It is a continuation of transparency initiatives and lessons learned with experiences such as grants.gov, the 2009 economic stimulus under the Recovery Act and the spending site USASpending.gov.

Government grantees will have significant new administrative responsibilities.  Many organizations that were tracking grants in spreadsheets or documents will have to adopt more sophisticated automated grant management systems such as Microsoft Grants Manager to keep up with reporting rules.

For profit companies will lose some privacy as a result of this law.  Grant recipients will be required to disclose information including officer salaries.

Continued improvements to publishing grant opportunities such as grants.gov may make it easier to find grants. These reforms together are designed to improve the effectiveness of grant prog…

Dynamics 365 for Government Contractors (GovCon) Frequently Asked Questions (FAQ)

One of InfoStrat's most popular solutions is Dynamics 365 for Government Contractors (GovCon).



Here are some answers to frequently asked question on this solution:
Can I add new fields to the solution?  -- Yes, the solution is fully customizable and you can add your own new fields to any form, view or report.Does Dynamics 365 for GovCon work on mobile devices?  -- Yes, Microsoft offers mobile apps for all the most popular platforms including iPhone, iPad, and Android phone and tablets.Does Dynamics 365 connect with bid data systems such as Deltek and Onvia?  -- Some information services, such as Onvia, offer integration with Dynamics 365.  Others require third party solutions such as the InfoStrat integration with Deltek GovWin IQ.What do customers typically customize for their unique requirements? -- Not all contractors follow the same steps in the capture process.  Most clients will tailor the business process to add or remove steps in order to match their sales methodology.  Of…

Big Data for Microsoft Office 365 -- Office Graph

Most people think that big data techniques are for organizations that churn out massive volumes of data, such as corporations and government agencies.  But it turns out that if you spend a significant portion of your life online, you are a miniature big data factory yourself.  Many us end up with a significant and constantly growing digital footprint including your emails, photos, phone calls, text messages, shared documents, social media electronic transaction records and more.

Microsoft is applying big data tools to help you understand patterns in your online network. Office Graph maps content and activity from Microsoft Office, including email, social conversations, and meetings, and documents in SharePoint and OneDrive.



Office Graph applies machine learning techniques to your data.  It offers a query language as well as developer tools.



Office Graph is in preview mode now and subject to change.  Watch for it and for related products from Microsoft and other vendors to tap into st…