Shape the future of IBM watsonx Orchestrate


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Status Under review
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
    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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