Analytics for your AI-powered customer service 🤖
SherLOG AI - our newest enhancement for your Cisco Collaboration solution in your call center!
For many companies, the performance of their conversational AI platform deployed in the customer service center is quite intransparent. The AI-based platforms are often located in the call center act like a virtual call center agent. In contrast to Interactive Voice Response (IVR), which offers a simple, pre-recorded dialogue based on keypad input or speech recognition, the conversational AI uses artificial intelligence and machine learning in order to offer practical assistance. It identifies the customer and the reported issue, offers assistance, and reroutes him or her directly to the most suitable call center agent if necessary. As the solution’s performance directly influences customer satisfaction – imagine you are repeatedly rerouted to the false agent, or your call ends automatically before you even get there – monitoring its performance and identifying the root cause of any service interruption is an essential prerequisite for excellent customer service.
Unpacking the black box
Our SherLOG makes the behavior of the AI platform has become fully transparent: what used to be a black box for operations turns into a crystal ball. The solution is, simply put, a backend analytics tool that grabs the metrics and logs from various devices in the call center infrastructure (session border controller, AI application, connector devices, etc.) and stores them in an Elasticsearch database. The data, which comes in many different formats (json, plain text, sylog), is then translated into an easy-to-read, near real-time dashboards, which enables users to easily access key metrics and KPIs. Key figures such as the number and source of calls, the number of “false” (i.e. accidental) calls, or the AI’s success rate, are now a single click away. Besides providing an overview for each country, SherLOG enables users to drill-down into the data for an in-depth analysis, allowing them to quickly identify and resolve malfunctions. And you don’t even need an engineer for that: Due to the built-in, easy-to-read dashboard, no expert knowledge of the individual systems is necessary. As the data is now securely stored in a redundant and fast-to-search database, it can be retrieved any time, and spreadsheet reports and data lags are a thing of the past. Resources that were previously spent on analyzing the data are freed up. Thanks to SherLOG, the operations team can now react quickly to bugs, spot trends and easily deep-dive into the otherwise hard-to-access log data. In addition, the AI platform’s workflow is constantly optimized based on reliable, up-to-date data, thereby taking the quality of the virtual customer service to new heights.
We enhance your Cisco Collaboration solution
We are a Cisco partner and we love to get creative to enhance your collaboration infrastructure through tailored solutions: Be it an automated management system for your collaboration spaces, a neat dashboard that turns call, meeting and utilization statistics from your Cisco meeting server into appealing visuals or a bot that sends you cat content on a regular basis: We create solutions that make your life easier (and a little more fun).
