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Status Not under consideration
Created by Guest
Created on Mar 26, 2025

RELATED IDEAS

Analytics: Integration with Case Management System

○ Request: integrate data from case management systems like ServiceNow. Specifically, he wants to upload data (e.g., via CSV) to compare ticket volumes before and after chatbot implementation.

○ Details: be able to upload historical ticket data from systems like ServiceNow into the Watsonx Orchestrate analytics dashboard. This would allow for a comparison of ticket volumes before and after the chatbot was deployed, providing a clear picture of the chatbot's impact. He suggests consuming only a few key columns from the ticket data (e.g., ticket number, timestamp, region, priority).

○ Example: comparing "last year I had 25,000... tickets logged in ServiceNow. This year I have maybe 18,000 tickets logged in ServiceNow" and wanting to know the adoption and percentage of tickets from escalations. He also suggests uploading a CSV with columns like "INC," "timestamp," "region," and "priority."

○ Business Justification: This provides a holistic view of the impact of the chatbot on support operations. By comparing pre- and post-implementation ticket data, businesses can accurately measure the chatbot's contribution to ticket deflection, calculate ROI, and make informed decisions about future investments. It streamlines data analysis by centralizing information from different systems.

Idea priority Urgent
  • Post comment
  • Admin
    Kelly To
    Sep 9, 2025

    In this agentic era, the focus is no longer on chatbots and Assistants. For customer care use cases, it may still be valuable to understand ticket volume before and after the agent, but this isn't something we'd measure as part of live agent monitoring. This sounds more like something that would exist in a custom dashboard existing outside of WXO

    Clients will have access to APIs for traces, evaluation metrics and monitoring metrics, so they will be able to export the data, bring it into their own custom dashboards and do this analysis there.

    Reply
  • Admin
    Laurent Tillette de Clermont-Tonnerre
    Apr 30, 2025

    wxO agent will be able to take in documents and allow users to query those but here hte ask is to corrolate data from 3rd party apps with that of wxO which seems very custom.

    We can take that as a req for the new agentic framework to consider int he future.

    Reply

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