Service AI Adoption and Analytics is a data-driven solution providing insight into AI's
impact on your service operations. Use this dashboard to track how your team is adopting AI
solutions for service, measure its effect on key efficiency indicators like Average Handle Time
(AHT), and monitor service quality by reviewing response trends and Employee Satisfaction
(ESAT). By using Data 360 and Tableau Next, this solution integrates customer
data, key performance indicators (KPIs), and AI to optimize your service team's performance and
reduce costs.
Required Editions
- Requirements and Considerations
Use the information in this section to ensure that your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data.
- Set Up Service AI Adoption and Analytics
Use the Service AI Adoption and Analytics setup page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service AI Adoption and Analytics.
- Service AI Adoption Metrics Calculations
The Service AI Adoption Analytics dashboard tracks Average Handle Time (AHT) and Employee Satisfaction (ESAT) to measure the overall impact of AI solutions for service on your contact center.
- Service AI and Adoption Analytics Dashboards
Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters.
