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In customer service automation, speed and clarity are essential. Beyond retrospective data, service leaders need a real-time picture of not only what's happening across their service channels, but also how those conversations are driving real business outcomes. The latest update to Cognigy Insights delivers exactly that with the new global Business Dashboard.
From Retrospective Reports to Real-Time Awareness
Backward-looking AI and contact center reporting with weekly or monthly reports, while useful for trend analysis, often miss the mark when immediate action is needed. If a service traffic spike happens in California or if there is an abnormal outage in Spain, you shouldn't have to wait days to react.
The Business Dashboard addresses this by surfacing live data. Updated every 30 seconds, it offers a quick overview of active global AI conversations initiated in the last 15 minutes and their immediate business impact.
Live 3D Globe: Know Where Conversations Happen Now
At the heart of the dashboard is an interactive 3D globe that visualizes session traffic in real time. It provides a geographic heatmap of how service activities are distributed across countries, allowing support teams and leaders to spot abnormal regional spikes or outages and respond swiftly.
You can hover over countries for volume breakdowns or drill into city-level and channel-level data to get granular. Additionally, active sessions are also categorized between those handled by AI Agents and those escalated to human agents to help you track real-time containment rates.
ROI Metrics: Connect AI to Business Outcomes
Beyond volume, the Business Dashboard illuminates how these conversations translate into results. How many labor hours and costs are you currently saving with AI Agents? What revenue impact has been achieved through automated actions?
These KPIs are updated in real-time, offering a continuous pulse on how automation supports your bottom line. This shifts AI from a technical asset to a business-critical tool with measurable value.
Focus on What Matters Most
Another powerful capability is goal tracking. The dashboard surfaces top-performing automation use cases across all AI conversations. Whether it's flight rebooking, claim processing, or where-is-my-order (WISMO) support, you can immediately see what goals are being met and prioritize efforts accordingly.
Elevating Operational Intelligence
As a major enhancement to Cognigy Insights, Business Dashboard brings real-time visibility into your AI-powered customer engagement. Actionable data on global conversational volume and strategic value empower leaders to make more informed decisions about service delivery.
For Cognigy’s power users, this means faster reactions, smarter planning, and clearer communication of impact to stakeholders.
To learn more about Business Dashboard, visit our documentation.
